RAPIDS Case Management System (RAPIDS CM) provides support organizations with a systematic tool to record all client interactions. It monitors the status and progress of customer inquiries and complaints, and records all communication between customer service agents and clients.

Simply put, RAPIDS CM can be thought of as an electronic file cabinet. A folder files all information that is related to a given case. Each folder can contain sub-folders, file attachments, notes, external links, and much more. The folders are classified with different tags according to the priority level assigned to the given case and each case is assigned to a customer service agent, technician, or manager based on its classification.

RAPIDS CM tracks the complete history of all cases, and its keyword searching capabilities and lookup fields allow users to obtain instant access to all related information, at any time. The system’s built-in real time reporting functions will enable your organization to convert general information into valuable knowledge by detailing such things as trends in client complaints, or average times from case conception to case resolution within a given branch.

RAPIDS CM is a flexible and customizable system that can help an organization to gain a better understanding of its clients. It provides users with a tool to facilitate the identification of root causes that may require remedial action. Furthermore, RAPIDS CM organizes information in a way that allows managers to establish the most efficient workflow possible, by maximizing company resources to resolve client support issues in a timely manner.

theGuard! ServiceCenter has been developed for in-house IT support organizations and for IT service providers. This powerful software solution provides insight into all IT service processes and enhances efficiency by pinpointing weaknesses and bottlenecks.

To achieve their strategic business goals, companies require an effective IT organization. However, this entails measuring, documenting, and analyzing all service processes - and that’s no easy task.

theGuard! ServiceCenter presents and analyzes all values in context - and that means significantly improved visibility throughout your IT organization.

theGuard! ServiceCenter provides multi-language Web-based support for service desks. This lightens the load on support employees and streamlines associated processes. The ServiceDesk offers key help-desk functionality, including problem description and processing, escalation, an integrated knowledge base, and a Web interface for support professionals and customers.

The Service Desk can be quickly and easily tailored to company-specific procedures. Predefined workflow modules for change management and problem management are included for the introduction of ITIL-compliant processes. The modular design ensures unrivalled flexibility when it comes to defining IT processes.

But it takes more than efficient processes to ensure that calls are dealt with quickly and effectively. Access to the relevant information has to be provided via a single interface. The ServiceDesk allows forms to be tailored to specific procedures, and enables implementation of a workflow that provides direct access to status or performance data for components and systems.

ReadyDesk is a complete help desk and issue tracking solution that has powerful features to meet the demands of businesses of any size.

With ReadyDesk you can offer your customers different options to help them get their issues resolved quickly. They can open tickets from the customer portal, browse through the support articles in the knowledge base, create tickets automatically by sending you an e-mail and even chat with you live, instantly.

ReadyDesk has complete Service Level Agreement or “SLA” functionality built in. You can define the complete workflow with unlimited SLA rules to ensure that your customers are receiving the absolute highest levels of support. For example, if you want to ensure that all tickets are handled within 3 hours of being opened, simply create a rule that will e-mail the responsible staff member and/or their immediate supervisor to notify them of the nearing slippage. When slippage does occur, you can define which escalation level to move a ticket to.

ReadyDesk has one of the most intuitive interfaces of any help desk application available, so very little training is needed. All features and functions are available on a single interface, so your staff won’t have to go searching through countless pages to find what they need. Every feature has pop-up tool tips and prompts to help direct them on what is needed to complete a task.

redhelp is an Internet Helpdesk Service. The Helpdesk is the core part of the service function of any modern business. Essentially, it is the central point through which problems are reported and subsequently managed.

redhelp is unique in that it functions as an Application Service Provider (ASP). This means that it can deliver and manage applications and computer services from remote data centers to multiple users via the Internet or private network. It is therefore a cost-effective solution to the demands of systems ownership.

redhelp is designed to manage and solve problems simply, efficiently and from any location. It allows businesses to manage a permanent account within the redhelp system.

redhelp is the best option for small and growing companies as there is no need for extra hardware or complicated installation procedures. There is no contract or long-term commitment, so the system remains cost effective and convenient. Everything is contained within a weekly subscription service with no additional purchases required. And because redhelp is browser based, it is always available, wherever you are in the world. All you need to access it is a computer with a modern web browser and access to the Internet.

redhelp is a Java application. It runs as a Java Applet from inside your browser or as a Java Client from your workstation. redhelp communicates with a centralized database using Java Remote Method Invocation (RMI). This is a proven, secure and very efficient mode of communication between processes using the Internet.

Companies who develop software for themselves or for their clients understand that effectively tracking defects, enhancement requests and other issues is not only an integral part of Project Management, it is critical to the success of a product and can make or break a relationship with a customer.

SourceAction is a secure online (ASP-based) issue tracking application created by Red Horizon, LLC to help software development firms provide better customer service and to streamline the software development process by allowing project teams to track, manage, resolve, and report on all types of issues in a tightly integrated application.

Through the use of a flexible and intuitive working environment, administrative tools, automated communication, thorough information security measures and a robust set of standard and custom reporting options, SourceAction provides the control necessary to ensure efficient issue management from the beginning of a project to the end.

The base version of SourceAction is free. However, there is an Enterprise version of the software available that costs money, but which includes the following extra features over the free basic version.

Abacus System’s flagship product, Aegis Service Desk, is an ITIL based service management system. ITIL (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world, ITIL provides a comprehensive and consistent set of best practices for IT service management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems.

Aegis Service Desk focuses on providing high quality services with a particular focus on Customer relationships. This means that the IT organization should provide whatever is agreed with Customers, which implies a strong relationship between the IT organization and their Customers and partners.

Also from Abacus Systems, Aegis Help Desk is a full featured Help Desk, Client and Configuration Management system. It is very easy to use, intuitive, affordable and packed with features Help Desk users have come to rely on. It will work on Windows and also over the web. It is designed for organizations that does not require the full ITIL based service management system.

There are 3 main components in Aegis Help Desk – help desk management, client management and configuration management. The client management component in Aegis Help Desk is a full client and contact management system that rivals many standalone products. The configuration management component keeps all your asset data in one place and allows you to track asset allocations, components that made up an asset, asset service history and support calls for each asset.

Support FetchDog enables help desks, IT departments, software developers and other support providers to detect and repair software errors on a local or remote PC, by allowing them to retrieve the exact configuration state of that computer.

Support FetchDog answers the challenge set by the necessity to determine what element on a users computer is causing errors, without having physical access to the computer itself. It achieves this by allowing support providers to examine a remote or local PC, and determine which configuration elements are missing or different than expected. It does that without any pre-installed software on the user’s computer and with minimal effort from the supported user. Unlike other products, it works asynchronously, not requiring the support provider and user to remain online or on the phone. What makes Support FetchDog special is its ability to create small programs, called “Configuration Fetchers”, which can easily be distributed by E-mail or on the Web. When a user runs one of these small programs, it generates a configuration report and sends it back to the support provider by E-mail.

Configuration Fetchers are highly customizable, allowing you to specify how they will interact with the user and which information they should retrieve. They are able to retrieve system information, file information, Registry information and more, covering the entire spectrum of configuration elements that are vulnerable to errors. You can also specify which values you expect to find on the remote computer and be notified if the actual values do not match.

Every IT organization has the same mission: to maximize company profit by enabling business users to do their work as quickly and efficiently as possible. To achieve this mission, an effective IT service management strategy must ensure that applications are delivered to users reliably and with optimal performance levels.

However, while most companies have sophisticated system management tools that provide an enterprise view of their servers and networks, they lack a similar view of application performance and availability as experienced by the end-user. As a result, they lack the real-time visibility needed to manage the delivery, performance, and availability of the mission-critical business applications end-users require every day.

The EdgeSight solution shifts the IT focus from technology and systems to end-users and achieving business goals. It moves the emphasis away from the “plumbing” – the networks, servers, and infrastructure that support business – to the business itself and the conductors of that business. By measuring performance and availability from the user’s perspective, EdgeSight cuts across organizational and geographic boundaries and monitors the actual end-user experience. The result: IT organizations have the insight, data, and tools they need to ensure that all IT resources are operating at peak efficiency – so that end-users may do the same.

Additionally, the EdgeSight for Citrix Presentation Server delivers comprehensive, end-to-end performance management for Citrix Presentation Server environments. The solution provides both session-level visibility for problem resolution and server-centric analysis for performance and capacity management.

LogMeIn, Inc. (formerly 3am Labs, Inc.) offers a suite of remote access and support solutions that provide instant, secure connections between remote PCs over the web.

Powered by the LogMeIn Gateway, the service has applications for desktop remote control, data backup, file sharing, remote system administration, and on-demand customer support.

LogMeIn offers the industry’s fastest, easiest remote access and support solutions – and has been recognized with eight Editors’ Choice Awards and “Best of the Year” honors.

The basic LogMeIn software application is free, but LogMeIn Pro is available for those who need a more powerful solution to their remote accessing needs. LogMeIn Pro gives these users the edge they need: in the office, on the road, or wherever they choose to go.

Gain seamless access to your home or office PC from any other computer with an Internet connection. It’s the fastest, easiest, most reliable remote access solution available.

Advantages of LogMeIn Pro:

• Remote access Powerful remote control - from anywhere
File Transfer Move files quickly between PCs
Remote Printing Automatically print remote files locally
File Share Easily share large files, without uploads
Guest Invite Share your desktop for remote collaboration
File Sync Synchronize files & folders in seconds
Security 256-bit SSL encryption anchors powerful security

247NetSystems’ 247HelpDesk is a Help Desk software solution that can help your organization with its Help Desk / Problem Management needs.

247HelpDesk allows you to track problem descriptions for any problems – whether current or past – the history of the steps taken to resolve the problem, and the summary of the problem’s resolution in the case of “closed” problems.

247HelpDesk gives users the ability to attach hardware and software information to tickets for complete problem details, as well as for statistical purposes. To ensure consistent customer service any technician has complete access to the details of any Help Request.

Every client is set up with their own database on our server. Each database is protected with its own authentication parameters. These parameters are maintained in a protected area of the server and accessible only to the application server. There is no possibility of one client seeing the data of another.

The 247HelpDesk database is an ANSI SQL compliant RDBMS database. It can import most data formats into our system including Microsoft Access databases, spreadsheets and other SQL compliant databases. Because every client’s existing data structure is unique, data conversion is not included in the setup price, but 247NetSystems can draw on thier experience with conversion and our repertoire of existing conversion scripts to provide you with a cost estimate.