New Account Manager feature with Version 8.0
The next Web+Center version 8.0 release will take your IT support company, business or organization to the next level of customer service. The Account Manager is a way for customers to view a summary of all of the Web+Center Help Desk, business and account information in one place. Read the full article below if you are ready to provide on-line account management tools and utilities for your customers that will make them feel like a valued customer.
Web+Center’s – Customer Account Manager
Account Management – Old School
Is your customer account information still stored in difficult to access processes or spanned across various systems? Is it difficult for your company staff to access customer account information and impossible for your customers to access their account information?
Web+Center and its suite of Help Desk, customer self-service, asset management, contact management, and account management software can help put your business processes and data on-line.
In today’s connected world, customers want to be informed about their account status for the product or services your provide for them. With Web+Center’s wealth of integrated applications and functions from support ticketing, invoicing, asset tracking, customer account management, and contact management, you can keep them informed on all fronts with one single page view.
What’s New!
Available in Version 8.0 will be a new feature in the Customer+Center for customers to view an Account Manager summary information page that displays their customer account fields, invoices, assets and support tickets. Web+Center configurators can configure which customer information fields, assigned assets, support tickets, or invoices and which invoices, quotes, etc are displayed on the customer account screen. Web+Center supports 10 additional, web-customizable, customer information fields beyond the standard address and contact fields. With the account manager, you can select which of those optional fields to want to allow the customer to view. The example below shows the fields Location, Member Level and Service Expiration Date. (See Figure #1)
Figure #1 – Account Manager in the Customer+Center.
The Account Manager is configured through a new Account Manager configuration page. Here you specify whether to enable the Account Manager and you also have options to show various types of account information to the customer including assets, support cases, invoices and Customer Optional information fields. The account manager and the various customer information fields are all designed to be configured from the web interface and no programming experience is required to configure your Account Manager. (See Figure 2)
Figure #2 – Account Manager Configuration Utility
Example Scenario #1 – IT Support Company:
Pretend you offer a variety of IT support services for various clients. Customers have accounts set up with your company and you track their support issues, assets that you are tracking for them, some special customer access codes and license information. For clients you may have current on-going monthly charges, some outstanding quotes for projects and invoices for other purchased equipment.
With the Account Manager, customers can log into their Customer+Center account and select the Account Manager option to view a single page summary of all of their account information.
Example Scenario #2 – Software/Hardware Vendor:
Pretend that you develop and sell a business class piece of software or hardware product. Each sale is carefully licensed and tracked with license information, expiration dates and support services levels. You provide support, replacements, service and track your product with the Web+Center asset tracking component where you record installation and configuration information and field service visits. The account manager provides an excellent tool for customers to log into their account and get full and current account information about their product and services. Customers can even do this without contacting the company since this information is always available.
Integration with Email Newsletters
The “Email Options” within the Business+Center can send out personalized emails to selected customer user groups. As part of that personalized email for your clients, you can include a personalized link that varies for each email that takes them to the Account Manager for their own account.
Summary
Web+Center offers much more than a simple Help Desk ticketing system. It provides the set of tools to offer high quality support and services for your clients with minimal costs and configuration. Feel free to contact us if you have any questions on how Web+Center can be configure to help automate your businesses and organizations. Check our Website for current information about new products and services that we now offer!