Cloud-based tool assists e-automate® software dealerships that offer customer service
Fort Worth, Texas—Wednesday, October 21, 2015 ECi Software Solutions (ECiSoftwareSolutions.com) , a leader in industry-specific information technology solutions, today announced the release of the DeskTech™ ticket management system to help dealerships that use e-automate® software provide phone-based customer service to create, manage and escalate tickets as needed. This support tool expands and simplifies a dealer’s ability to offer technical service without being in the field.
A cloud-based product, DeskTech is very easy to use and technicians can quickly access all available customer information in their e-automate systems. Each opened ticket is managed through DeskTech, which tracks the creation time of a ticket, elapsed time to response and total time to resolution. It also tracks labor records so a dealer can determine the total work time on that ticket.
Customers are already beginning to benefit from DeskTech. Curtis England, President of Elliott Data Systems, Inc. said, “In just a couple of months, DeskTech has increased productivity and improved our customer’s satisfaction by allowing our help desk techs to handle calls more efficiently.”
“This new product will allow our dealers to expand their offerings and provide better customer service, and we know that is important to them” said Laryssa Alexander, President of ECi’s Service Technology Division. “DeskTech will be especially helpful to those venturing into managed services and this is the first of several products and services we are developing to help keep those dealers competitive.”
Over the coming weeks, ECi will offer webinars for dealers to learn about DeskTech and the many advantages it offers. To learn more about e-automate software and the suite of service technology solutions from ECi, please visithttp://servicetechnology.ecisolutions.com/.
About ECi
The ECi Software Solutions family of companies provides business and e-commerce solutions, offering on-premise and cloud-based technologies. For 30+ years, ECi’s companies have served small to medium sized manufacturing, wholesale/retail distribution, building and construction, and services organizations. Privately held, ECi is headquartered in Fort Worth, Texas, USA, with offices and companies throughout the U.S., Australia, New Zealand, England and the Netherlands. For information, email info@ecisolutions.com, visitwww.ECiSolutions.com, or call (800) 959-3367.
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