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