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E11 helpdesk management system
Extending Customer Relationship Management to the Internet and Intranet....

End-to-end web-based help desk/call tracking system for internal support. Combining an HTML user interface with a sophisticated relational database back-end, the system gives a company's employees 24-hour access to support staff from any computer with an Internet/Intranet connection. It has a searchable knowledge database that allows both employees and support staff to search resolved trouble tickets for resolutions to their problems, and it also has the unique ability to allow tickets to be submitted via e-mail.

FEATURES

Web Based
Using web technologies, SCG eCRM works like any web page. By clicking on a link or entering a web address (URL), your employees have access to submit requests, check the status of previous requests and search your custom knowledgebase. SCG eCRM does NOT use cookies or any technology that locks you to your desktop. Access the system from any computer with a browser, independent of operating system or location and simply login and go ahead with your business.

Platform Independent
Because of its web interface, the SCG eCRM system is accessible via any standard browser, regardless of platform or operating system.

Searchable Knowledge Database
Both employees and your support staff can search resolved trouble tickets for their problem. This means that employees may be able to find the solution to their problems without having to call your support staff. Support staff members can also search the database to quickly access answers to questions.

No Learning Curve
SCG eCRM's graphic interface makes using it intuitive and easy. Due to the fact that SCG eCRM is web-based, anybody who can use a browser will easily master it.

Chart and Reports
Charts and reports can be generated to easily measure company-wide issues, including metrics on the number, type and frequency of problems reported and solved. Managers can print any ticket to have a hard copy of an issue for easy reference.

Scalability
As SCG eCRM is scalable, it allows any corporation with multiple locations and multiple HelpDesk Expert systems to access each other's data banks. This allows all problem and solution information to be shared, while still maintaining autonomous regions within your organization.

Flexible Workflow
SCG eCRM uses a flexible scheme to accommodate medium to large organizations to enable automatic and or a manual ticket routing and assignments.

Relational Databases
SCG eCRM uses relational databases such as MySql, ORACLE, Postgres, DB2, etc. to store all HelpDesk data.

Customizable
Fully customizable without any programming necessary.