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WPCRM Service Desk - Aligning Support with Business Needs

WPCRM's Service Desk empowers your customers and support staff with a community-based approach to providing outstanding support. Built using the foundation of the Information Technology Infrastructure Library (ITIL), WPCRM Service Desk provides an Enterprise-grade solution for achieving, tracking and maintaining customer satisfaction.


 

Service Design and Workflow

WPCRM's Service Design (SD) module provides best-practice structure for designing service offerings, metrics, processes, and other aspects of the service management effort. Following the ITIL service design architecture, WPCRM provides the flexibility to Service Management teams to design their service processes in a well-planned manner.

WPCRM Service Management provides workflow management functionality in the following areas:

  • Design coordination
  • Service Catalog
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management (ITSCM)
  • Information Security Management System
  • Supplier Management

 

ITIL Processes 

  

Endlessly Configurable... Effortlessly Simple

WPCRM Support offers a scalable and highly detailed service catalog system for defining your service processes.  Automatic ticket routing, notifications, Service Level Agreement (SLA) management, Asset management and Regional Help Desk management features provide the backbone for our robust configuration engine.


 

Social Support: the Power of Collaboration

Improve customer service and knowledge by the leveraging the power of the collective enterprise. Connect to and collaborate with experts in real time across the extended support and technical organization.

WPCRM provides a familiar user interface, a powerful notification engine and real-time collaboration tools to streamline the support process.


 

Great User Experience = What UX?

WPCRM's Service User Experience is so streamlined that users or customers can enter support tickets with minimal effort.  With tight Outlook integration, effortless usability and seamless brand integration, the complexity of a well-architected service process is hidden from your users.


Interested in finding out more? Take 20 minutes for a live demo.