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PhaseWare Tracker CRM: Review

What is PhaseWare Tracker?

PhaseWare Tracker was founded in 2005 and long been a well-known provider of financially viable customer support and customer service software solutions. Their software has been based around the small and medium business world, with optimized features and functions that support both on-premise and cloud-based technology.

Complete with complaint management, issue tracking, a CRM, SLA compliance, time tracking, process management, KM, and more, PhaseWare Tracker is a complete customer support solution for SMBs.

Intended Users

PhaseWare Tracker was created and designed to provide customer service, management, and support for SMBs (small-medium businesses). Best tailored for small enterprises, this full-service customer service and support software offers a range of solutions for increasing the effectiveness and quality of customer support and services, reducing one’s operational expenses, freeing up time for sales teams, and managing one’s business processes.

Deployment

  • Cloud, SaaS, Web
  • On-Premise
  • Mobile

Mobile

You can take PhaseWare Tracker’s hosted model on-the-go with their mobile access.

Features

PhaseWare Tracker offers a tailored solution to customer service rather than a boxed package and will get you up and running quickly as well as help you achieve your business goals along the way.

The applications of this software are delivered both on-site/on-premise or as a cloud-based SaaS (software-as-a-service) model. This includes mobile compatibility so you can always remain in contact with your customers and solve problems on-the-go. This is incredibly important to retain customers and keep them happy so they return to your services or continue buying your products.

Contact Management

View customer information in detail with a single click of a button. Organize your clients and customers with ease and have all of their contact information available for any and every need.

Multi-Channel Ticketing and Support

PhaseWare Tracker CRM does a great job of offering customers a range of support options to choose from. You can communicate through chat, telephone, email, and a Self Service Center. When it comes to ticketing on your end, you can create tickets quickly through any available contact channel.

Dashboard

Manage customer support representatives and their performance using dashboards.

Workflow Templates

You can also customize the workflow of your business according to processes.

Improve Billing

You can improve the billing process as well as up-sell or cross-sell opportunities.

Reporting

Use PhaseWare Tracker’s built-in report templates or create your own custom reports.

Security Administration

Manage the security of your software with unlimited groups and detailed authorization levels that you (the admin) can control.

Benefits

PhaseWare Tracker offers key benefits for any small to medium business, including:

Easy Setup and Adoption

You should be up and running within one single day of implementing your software, regardless of whether you chose the Cloud or On-Premise solution.

Easy Deployment and Access

You can use the desktop-based “Tracker,” the browser-based “Tracker OnDemand,” or both as you use the full range of features of this CRM and customer service software.

Track and Trend

You can track ticket duration from open to close, and view the amount of time spent on each incident. You can do better business by nipping problems in the bud with early problem detection, while creating projects and closing groups of tickets regarding the same issue.

Email Support

Create tickets from emails, integrate with Microsoft Outlook, send an acknowledgement of receipt, and even offers some suggestions for resolution without an agent wasting valuable time.

Better First Call Resolution

FCR (first call resolution) is important in business — with PhaseWare Tracker, you can give your reps the tools they need to increase their FCR’s and handle each issue more efficiently and effectively.

Creation of Unlimited SLA Packages

Customize service packages to your customers’ needs.

Limitless Items are Complementary

This software gives you the ability to handle unlimited: customers, tickets, contacts, and knowledgebase items.

Full Life Cycle Ticket Management

Tickets can be followed from submission to resolution without any falling through the cracks.

Tracker

This benefit speaks for itself — you can track the information needed for incident management and successful customer support.

Multi-Channel Support

Customers like a variety of ways to contact customer support — you can interact with your customers through the web, chat, telephone, or email.

Plans & Pricing

PhaseWare offers both On-Premise (On-Site) and Cloud deployments. The pricing model is easy and revolves around two license types: Concurrent Licenses and Named Licenses.

In addition, you can add the customer-facing portal — Self Service Center and Live Chat — to your deployment at a separate price for each model.

PhaseWare Cloud

Price: $45 / month (per named license) OR $75 / month (per concurrent license)

  • Tracker Beyond
  • Tracker Mobile
  • Tracker Desktop
  • PhaseWare Tracker API
  • Setup and Training (one time fee)
  • Maintenance and Support (unlimited)

 

On-Site

Price: $900 (per named license) OR $1,250 (per concurrent license)

  • Tracker Beyond
  • Tracker Mobile
  • Tracker Desktop
  • PhaseWare Tracker API
  • Setup and Training (one time fee)
  • Maintenance and Support (1 year included)

 

Add-On:

Self Service Center

Price: $149 / month (PhaseWare Cloud) OR $1,499 (On-Site)

  • Unlimited Number of Customers
  • Unlimited Knowledge Base
  • Optional Live Chat Module (costs extra)
  • Unlimited Downloads
  • And more…

You can receive a detailed, free quote from PhaseWear at the following link: http://www.phaseware.com/pricing.

Free Trial

You can sign up for a free trial of PhaseWare’s CRM at the following link: http://tracker.phaseware.com/Signup/Home/Register.

This trial allows you to use PhaseWear’s hosted products, including: Tracker Beyond, the Self Service Center, and Tracker OnDemand.

All you need is your name, an email address, a phone number, and company name. You must choose between three different types of trials: 1) Customer Service, 2) Issue Tracking, or 3) Complaint Management.

 

Free Demo

You can also watch a free, live demo if you choose at the following link: http://www.phaseware.com/request-a-free-live-demo. You can watch a short video or request a live demo that is personalized to your business.

 

Contact Information

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Freshdesk: Review

Founded in 2010, Freshdesk has succeeded in becoming one of the most well-known cloud-based CRM softwares on the market. With a range of powerful customer-driven features, this easy to use CRM allows companies to offer a seamless, multi-channel support system across the phone, the internet, forums, social media, email, mobile apps, and more.

Intended Users

Freshdesk can be used for all company sizes, Small to Large. This CRM has the capability and robust features to keep up with any size organization.

With over 80,000 current customers globally, any type of company can benefit from Freshdesk. For example: SolarCity, 3M, Hugo Boss, Cisco, University of Pennsylvania, etc…

Based on the affordability and features, this CRM is suitable for the hospitality industry, retail environments (brick and mortar as well as online), IT, insurance, utilities, and other companies.

Deployment

  • Cloud, SaaS, Web
  • Mobile

One of the best parts about Freshdesk’s CRM is that it is entirely web-based, and data is stored in the Cloud. This makes capacity nearly endless, the speed extremely quick, and allows flexibility in accessing this CRM.

The supported OS’s (operating systems) include:

Windows, Mac OS, Linux, HP-UX, Solaris, Unix, IBM OS/400, Web Browser (OS agnostic)

Features

By offering a genuine multi-channel customer support system, this CRM can bring every customer conversation and put it into a centralized interface that is easy to read, easy to use, and organize. Your customer support staff can address issues and resolve trouble tickets with ease.

Customers contact through a variety of ways, from phone calls, email, contact forms, internet chat, social media, and applications, so Freshdesk makes sure that they are capable of helping address customer concerns in all of the ways customers contact you.

Freshdesk can help you:

  • Manage Multiple Groups, Escalation Procedures, Workflows
  • Multiple Products
  • Multiple Brands
  • Automate Multiple Processes
  • Automate Route Tickets to Appropriate Support Agents
  • Multi-Language and Multi-Timezone Capabilities

Customer Communication

Integrations

With Freshdesk, you can also integrate with other leading CRM softwares including:

  • Freshdesk
  • Pipedrive
  • Insightly
  • Nimble
  • Pipeline Deals
  • Salesforce
  • Solve
  • Zoho CRM
  • Batchbook Social CRM
  • Capsule
  • Collabspot
  • Highrise

Social Media App Integrations

With the ability to integrate into other CRM softwares and over 60 tools, Freshdesk CRM is able to pull up customer records and see customer history in an instant.

Security

Freshdesk CRM’s data center is EU safe harbor compliant and all plans include SSL Encryption to keep customer and company data safe. Servers are hosted in a world class data center with 24 hour security and surveillance. Freshdesk software is also continuously up to date with the latest security patches.

Plans and Pricing

Full pricing details here: https://freshdesk.com/pricing

There are 5 Freshdesk plan available: Sprout (free version), Blossom, Garden, Estate, and Forest.

Sprout Plan

The Free Version of this Freshdesk CRM is Sprout.

  • Price: FREE
  • Agents: 3
  • Email Ticketing
  • Reusable replies with canned responses
  • Automatic email notifications
  • Custom ticket views
  • Add tags to tickets, contacts, and solutions
  • Merge and split tickets
  • Add public and private notes to tickets
  • Add watchers to a ticket
  • Traffic cop
  • Assume identity of other agents
  • Send outbound email
  • Export tickets

Multi-Channel Support

  • Standard Phone Channel

HelpDesk Automation

  • Automatic ticket assignment using Dispatch’r
  • Time-triggered automations using Supervisor
  • Event-triggered workflow automations with the Observer
  • Multi-task workflows with one touch Scenario automations
  • Email commands

SLA Management

  • Business rules management through SLAs
  • SLA reminders
  • Escalation email for SLA violation

Knowledge Base

  • Email to knowledge-base
  • Ability to edit meta title, keywords, and description
  • Suggested solutions

Mobile Customer Support

  • Freshdesk for iOS
  • Freshdesk for Android
  • Mobile optimized HTML5 App

Ticket Forms

  • Customizable ticket forms
  • Dependent fields in ticket forms
  • Customizable popup and embedded Feedback widget

Reporting

  • Agent and group performance
  • Export reports

Customization

  • Custom apps
  • Public customer portal customization

Security

  • Single sign on
  • Single sign on with SAML
  • Advanced password policy for agents and customers

Apps

  • CRM Apps
  • Email marketing
  • Over 50+ Applications

Reporting

Blossom

  • Price & Users: $16 / Agent / Month
  • Email Ticketing
  • Reusable replies with canned responses
  • Automatic email notifications
  • Custom ticket views
  • Add tags to tickets, contacts, and solutions
  • Merge and split tickets
  • Add public and private notes to tickets
  • Add watchers to a ticket
  • Traffic cop
  • Assume identity of other agents
  • Send outbound email
  • Export tickets
  • Time tracking
  • Integrate customer satisfaction surveys

Multi-Channel Support

  • Standard Phone Channel
  • Multiple incoming and outgoing mailboxes
  • Add unlimited Twitter accounts
  • Add unlimited Facebook pages

HelpDesk Automation

  • Automatic ticket assignment using Dispatch’r
  • Time-triggered automations using Supervisor
  • Event-triggered workflow automations with the Observer
  • Multi-task workflows with one touch Scenario automations
  • Email commands

SLA

  • Business rules management though SLAs
  • SLA reminders
  • Escalation email for SLA violation

Knowledge-Base

  • Email to knowledge-base
  • Ability to edit meta title, keywords, description
  • Suggested solutions
  • Community Forums

Mobile Customer Support

  • Freshdesk for iOS
  • Freshdesk for Android
  • Mobile optimized HTML5 App

Ticket Forms

  • Customizable ticket forms
  • Dependent fields in ticket forms
  • Customisable popup and embedded Feedback widget

Reporting

  • Agent and group performance
  • Helpdesk in-desk report
  • Export reports
  • Save reports

Customizations

  • Custom apps
  • Public customer portal customization
  • Custom domain mapping

Security

  • Single Sign On
  • Single sign on with SAML
  • Advanced password policy for agents and customers

Apps

  • CRM Apps
  • Email marketing
  • Satisfaction surveys
  • Time tracking and invoicing tools
  • 50+ applications

Garden

  • Price and Users: $25 / Agent / Month

You receive everything from the Blossom plan, plus:

  • Freshdesk’s Integrated Live Chat

SLA Management

  • Multiple SLA policy
  • Multiple business hours
  • Product, group, and company level SLAs

Global Support

  • Multilingual Knowledge Base
  • Dynamic Email Notifications
  • Multiple Time-Zones

Multi-Product

  • Product level knowledge-base and community forums

Reporting

  • Ticket drill down in reports
  • Save reports
  • Schedule reports

Customizations

  • Full CSS customization
  • Custom domain mapping

Automated Tasks

Estate

  • Price and Users: $40 / Agent / Month

You receive everything in the Garden plan, plus:

  • Agent collision detection
  • Facebook in-sync app
  • Automatic ticket assignment within group (Round robin)
  • Dynamic ticket forms

Reporting

  • Performance distribution
  • Ticket volume trend
  • Top customer analysis

Customizations

  • Customizable agent roles
  • Complete layout customization
  • Access to FreshThemes gallery

Security

  • Custom SSL certificates (default free)
  • Helpdesk Restriction

Forest

  • Price and Users: $70 / Agent / Month

You receive everything in the Estate plan, plus:

  • Advanced Phone Channel
  • IP Whitelisting
  • Custom Email Servers

 

Free Trial

You can get started with Freshdesk for free for 30 days at: https://freshdesk.com/signup.

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