April 24, 2017

Customer Support Desk (Part 3): Request Workflow

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I have introduced Support Requests as a means to create customer support cases, and also hinted that other teams use different request types to manage defect tracking, product feature requests, service and resource requests. The Workflow Management application in the Changepoint System Manager module enables Administrators to configure workflow definitions to support your organization’s project [...]

Customer Support Desk (Part 2): Request Management

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In my last blog entry, I introduced Changepoint as a strong option to automate Support Desk operations. The key decision criteria were summarized. Customers have the option to execute Changepoint on premise or SaaS. Beginning with Request Management, I will describe how these key Changepoint Support Desk elements are used by Support teams to manage [...]

Customer Support Desk

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When research analysts write about Changepoint, they often describe it in terms of the leading Project Portfolio Management or Professional Services Automation system. Our customers use Changepoint to manage professional services collaboration from opportunity to invoice or in IT organizations PMOs collaborate to align project portfolios with the company’s mission. You will seldom see a [...]

Preparing Customers for a Great Customer Care Experience (Part 2)

In my last blog entry, I talked about how our customers are supported directly by our field Solution Delivery Group (SDG). This team is responsible for installing and configuring Changepoint enterprise software, training users, applying best business practices, and helping customers launch Changepoint into production. Only after the customer has been running Changepoint smoothly in [...]

Preparing Customers for a Great Customer Care Experience

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Managing customer expectations may be considered one of the most critical elements of Customer Technical Support. This is why our Customer Care team takes extra steps to ensure our customers have the best possible experience when using our enterprise software product. Setting these expectations begin very early in the customer lifecycle, when the software architects [...]