TESSERACT USER GROUP MEETING

2008 Tesseract User Group update

Matthew Darby then presented a Support Update which detailed the progress of the improvement program, where we are in terms of Response and our first ever announcement regarding average fix times. All agreed that there has been a huge improvement over the last few years especially the last year, however, further improvements are still needed.

The customer portal is still in its embryonic stage, which we were hopeful would be a little further down the line than it is, however, Matthew did show and example movie which will be available to customers through the portal.

Joanne Kelly of KPS demonstrated the integrated Knowledge Base Solution with SC5.0, to show how customers will be able to search through the database and stored documents for answers to questions relating to products in Service Centre. For further information on this very powerful solution and please contact sales@tesseract.co.uk

Graham Hilton and Graeme Ginn also gave presentations on the new SC5.0 Diary and Helpdesk Functionality. These were welcomed developments although some further development is still required.