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Home | Solutions | Enhanced Customer Support |
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| Overview |
 Customers and end-users of a product or service expect their issues to be addressed promptly and effectively. Accurate and instant communication on the issue status is critical to manage expectations, and puts enormous pressure on the Help Desk Support staff.
BA-Insight's Longitude Enterprise is an award winning product that extends the capabilities of Microsoft Office SharePoint Server (MOSS) to deliver self-service access to all aspects of the issue, ranging from the support case e-mail interaction, resource utilization, to related documentation.
The customer, end-user, or support staff can simply type a support case or ticket ID and be presented with all relevant information related to the case, including e-mails, documents, and dynamic charts showing effort spent on the issue, and what remains to be done.
Longitude Enterprise connects SharePoint out-of-the-box to all major customer service or help desk applications, including custom applications. No need for expensive and lengthy system integration effort, the business solution is plugged-in in days.
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Features
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Documents Most Relevant Page - Customers, end-users, and support staff are presented to the most relevant section of the documentation, which enable them to address the issue promptly and effectively.
Email System Integration - Email history related to the support case can be presented to the support staff, ensuring that a complete and accurate record of the issue is presented.
Help Desk Support System Integration - Longitude Enterprise has connectors to all major packaged Help Desk or CRM applications. It can also connect to any custom applications in days.
Microsoft Office Integration - As the support person types an e-mail answer to the customer or end-user, the support case number or ticket ID is automatically recognized within MS Outlook, and relevant information about the case or ticket is presented back to the support person.
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Resources
Product Brochure
White Paper - Technical Deep Dive
Architecture and Process Flows Diagrams
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