About TechExcel Customer Service Software

TechExcel solutions improve collaboration, communication, and processes between teams improving efficiency, quality, accountability, and control to enable thousands of companies worldwide to meet their business needs.

Customer Service Benefits

In today’s fast-paced, competitive business environment, it’s more important than ever to maintain long-lasting business relationships. Customer satisfaction is the basis for that elusive loyalty – provide timely and accurate support and your organization has a loyal customer forever. Misstep and you may lose your customer forever.

Multi-channel interaction also plays a key role, at implementation and on an ongoing basis. Successful customer support depends on a deep knowledgebase that is easily accessible by all support teams and across all channels including self-service. This cross-channel interaction must maintain that 360-degree view of the customer, including purchases and service contracts; as well as the ability to route and escalate trouble tickets automatically.

Benefit from a holistic approach to customer support with TechExcel Service Suite solutions

• Sophisticated workflow to automatically assign new incidents to the most appropriate team member based on their skills, then trigger automatic notification and re-assignment when incidents are overdue.
• Incident tracking and resolution from tracking to workflow and process automation, all customized to meet your unique business requirements.
• Centralized knowledge base with self-help, web links and definable access.
• Collaborative support solution provides communication between users, departments and customers.
• Customizable web portal for incident submission and management, knowledgebase searches and real-time conversations with the support team.
• Multiple automated notification options to automatically notify any support team member by email, pager, or cell phone, when selected events occur based on definable criteria.
• Built-in reports and analysis to easily analyze problem trends and track support team performance metrics.

TechExcel Corporate Background

TechExcel unifies the enterprise by bridging the gap between product development and service / support. This end-to-end environment empowers companies to optimize the relationship between these important organizations without sacrificing autonomy or business processes and provides a collaborative environment that significantly saves time and resources.

TechExcel’s Service and Support Management solutions provide enterprises with total visibility and actionable intelligence for all service desk, asset management and CRM business processes. The fully integrated service desk solutions support ITIL best practice methodologies and deliver improved financial performance, increased management functionality and organizational alignment.

As enterprises rely more heavily on the IT organization, reactive and stand-alone help desks are no longer sufficient to handle the growing demand and complexity of today’s distributed businesses. As the IT organization finalizes its move from a cost center to an integral part of the infrastructure, service and support management functions must rely on a single version of truth to ensure that processes are optimized and that the entire business flourishes. TechExcel Service Suite unified the service desk, asset management and customer relationship management functions with a single configuration management database (CMDB) user interface and integrated workflow.