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  CRM Enterprise
Captain
SQL
Benefits
A fully integrated ready to use system right out of the box, deploys rapidly
Yes
Yes
Multiple independent service desks for use in other departments or multi-site installations
Yes
Yes
Provides single view of customer from sales lead to purchase to help desk support
Yes
Business, sales lead development to improve sales efficiency
Yes
Supports multi-message campaigns
Yes
Thin client design- installs only on the server for easy maintenance
Yes
Yes
True multi user, multi tasking program.
Yes
Yes
Modular and scalable system
Yes
Yes
Active Directory/Exchange integration
Yes
Yes
Data export to Excel, Word and HTML
Yes
Yes
Data import, export
Yes
Yes
Outlook integration
Yes
Yes
Automatic e-mail merge using database for mass mailing
Yes
Yes
Supports multiple site replication
Yes
Yes
Multi-level security - Advanced security options to control access screen by screen to the database for each staff member
Yes
Yes
Features
Quick click - One click call entry - enter partial name or company: Retrieves complete contact information
Yes
Yes
Customizable Sales Pipeline
Yes
Templates for quick call entry of recurring issues
Yes
Yes
Reduces support time - One screen easy access to all information:contacts, previous calls, assigned inventory etc.
Yes
Yes
Project management
Yes
Unlimited customers per contact
Yes
Full, definable three tier system - organization, departments, contacts - customizable tiers
Yes
Yes
Customer management features such as training, updates or company mailing list and more.
Yes
Yes
Allows update and addition or changes to records while the help desk is in full operation
Yes
Yes
Text indexed database, keyword and Boolean search
Yes
Yes
Quick access to any data in the database - uses filters to access records or to make reports, or mail merges
Yes
Yes
White board for internal announcements
Yes
Yes
Tracks assets and movement of assets
Yes
Yes
"Drag and drop" or easily add file attachments, graphs, hyperlinks, documents
Yes
Yes
User defined sort fields for more than one field for in depth seach capability
Yes
Yes
User definable field selection for display on the main window
Yes
Yes
Complete Service Call Management
Manages high call volume quickly and easily
Yes
Yes
Maintains a complete call log for each contact of calls, solutions, work orders, assigned staff and more
Yes
Yes
Attaches an unlimited number of files to each call, contact
Yes
Yes
One click quick access to solutions for service calls
Yes
Yes
Optional call assignment to equipment instead of caller
Yes
Yes
Fastsearch - text, keyword search for service calls, solutions and more
Yes
Yes
Administrator control bridge
Yes
Yes
Customizable fields, screens including lists
Yes
Yes
User definable fields, move hide and change field "picture", names, add lookups, change tab order
Yes
Yes
Builds meaningful statistics of all calls
Yes
Yes
Fully integrated with inventory, LAN audit information, user information
Yes
Yes
Tracks equipment history, location changes, tax, leasing and purchase information
Yes
Yes
Tracks equipment and parts costs and charge back rates for work orders
Yes
Yes
Estimates time and labor and parts costs
Yes
Yes
Tracks product history for external support
Yes
Yes
Pre-defined default priorities for customers, end users and organizations
Yes
Yes
Provides record level and field level notifications to inform customers and users when an incident is added or changed
Yes
Yes
Automatically calculates due date based on user pre-defined priority
Yes
Yes
Automatic ticket creation from e-mail
Yes
Yes
Automatically assigns and re-assigns calls based on user pre-defined rules
Yes
Yes
User definable support hours, handles exceptions for weekends and holidays
Yes
Yes
Contact Management
Tracks contacts by company, site or department
Yes
Yes
Groups contacts in one or more mailing, training, call back, etc lists.
Yes
Yes
Classifies your customers by one or more keywords.
Yes
Yes
Automatically tracks and retrieves notes, To Do’s, service calls, products and training.
Yes
Yes
Tracks customer satisfaction . Feedback for training options, equipment needs and more.
Yes
Yes
Internet End User Portal - the Self Service Help Desk
LAN portal is included in all products*
Yes
add-on*
Handles and responds to a high volume of service requests.
Yes
Takes pressure off the help desk staff. Lets reporting users enter, watch the progress of their calls and look up solutions.
Yes
"Free form" service request entry
Yes
Configurable and customizable
Yes
Automatic work order creation and tech notification
Yes
End user access to SolutionsKeeper for self service and Top FAQs
Yes
Tech Internet Portal
Yes
add-on
Techs have access to the help desk to service, enter and close calls
Yes
Techs can access SolutionsKeeper
Yes
Knowledge Management SolutionsKeeper - knowledge tree
Yes
Automatically generates Web pages with SolutionsKeeper data for techs and customers
Yes
Automatically generates different Web pages for customer and tech access
Yes
Automatically generates Top FAQs to Web
Yes
LAN Inventory - NETKEEPER EXPRESS
Displays LAN inventory in "real time" for easy access on service call and contact forms
Yes
add-on
Automatic Dialer
NetKeeper will dial the customer for you.
Yes
Yes
Purchase Order with Inventory control
Yes
Yes
Easy access to all purchase orders and tax and leasing information
Yes
Yes
Tracks pending & closed purchase orders
Yes
Yes
Builds searchable purchasing history
Yes
Yes
Customizable form - add company logo
Yes
Yes
Automatically moves received items (even partial receipts) to inventory
Yes
Yes
Allows entry of new vendors & items while creating PO's
Yes
Yes
Unlimited line item entries on purchase orders
Yes
Yes
Maintains vendor information and vendor inventory
Yes
Yes
Assigns assets to contacts
Yes
Yes
Tech Notification E-Mail & Paging
Yes
Yes
Easy to set up and use paging system and e-mail system
Yes
Yes
Automatically pages or e-mails the assigned technician
Yes
Yes
Activates when a call of predefined priority is entered
Yes
Yes
Requires only one modem for the entire NetKeeper paging system.
Yes
Yes
Send alphanumeric pages from any computer on the LAN
Yes
Yes
Supercase
Groups service issues, contacts, technicians into one case - Used for project management
Yes
Issue Tracking
Yes
Yes
Tracks all issues
Yes
Yes
Tracks products by version numbers
Yes
Yes
Reports
Standard reports and graphs for service calls, work orders, purchase orders, customer information, customer satisfaction, inventory.
Yes
Yes
Fully customizable reports*
Yes*
Yes*
View reports via Web
Yes
Yes
Links to Crystal Report Writer
Yes
Yes
Graphs data - requires Crystal Report Writer or other SQL based report writer*
Yes*
Yes*
Custom reports from any fields in the program
Yes*
Yes*
Ability to e-mail reports, FAQs and solutions to customers and staff
Yes
Yes
Installation Requirements