REPORTING TOOLS
· Over two dozen standard and unlimited ad hoc reports allow you to track the performance and quality of customer support, help desk, and customer service activities.

INTEGRATED FULLY FUNCTIONAL HELP DESK WITH DEFECT
TRACKING AND AUTOMATED PROBLEM RESOLUTION
· Improves communications, workflow and quality assurance between departments and drives permanent fixes through Root Cause problem resolution functionality.

AUTOMATED RULE-BASED ESCALATION
· Provides a mechanism to ensure that customers receive a response in the appropriate timeframe.

TRACK LICENSE AGREEMENTS, MAINTENANCE CONTRACTS, TIME TRACKING AND BILLING
· Contract management includes monitoring of expiration dates, number of incidents and number of hours, allowing the opportunity to proactively contact customers, should an expiration situation be developing.

MULTIPLE DEPARTMENT INTEGRATION
· Enterprise Relationship Management (ERM) provides seamless interaction between departments to resolve customer issues based on CustomerFirst's two-tier approach to tracking issues, resulting in informed customers and assured problem resolution.

SUPPORT FOR FAX AND E-MAIL
· Send and receive faxes and e-mail through the system, plus a Broadcast feature that allows multiple contacts at the same time.