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crm5_cs_ebsuite7.pdf

EBusinessSuite

The Administration and Finance Systems andTechnology group at California State University,Northridge required a strong trouble-ticket managementsystem which would work with their email.The existing system worked thru a shared emailsystem, the problem was sometimes trouble ticketswere lost due to no automated management. Itwas also difficult to determine how long a resolutionwould take.

Business Problem: Customer Support

The Administration and Finance Systems and Technology group at California State University, Northridge required a strong trouble-ticket management system which would work with their email. The existing system worked thru a shared email system, the problem was sometimes trouble tickets were lost due to no automated management. It was also difficult to determine how long a resolution would take.

Alternatives Investigated:

iTeam, Track-It, Teamwork and EB Suite.com

Reasons for Selecting EB Suite:

EB Suite’s selection of benefits:

• Ease of Use
• Cost effective
• Web Based solution
• Fast system response time
• Real-time management of tickets and tracking of ownership
• Ability to customize to client needs

Organization’s Size:

13 Support Agents to service 500 department personnel.

Solutions Purchased:

EB Suite’s Web based Customer Support - Help Desk and Project Management solution.

Benefits Experienced:

EB Suite’s range of benefits:

• Great front-end and user interface
• Agent team was up-and-running in one day
• Ability to capture repair cycle times and report on individual agents and requests
• More organized as we can assign and track all tickets
• Real-time management of tickets and tracking of ownership
• Reduced cost with full functionality

Customer Comments:

“EB Suite met all of our needs. With all of the consolidation and budget-slashing, this really helped us by offering a full set of functionality, yet the cost is extremely low compared to buying and running inhouse applications or subscribing to other vendors. It is easy to use, and can be customized to work with our process. We don’t drop trouble tickets any more and the users are much happier!”