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BTA Hotline: News

ECi Releases DeskTech Ticket Management System for Help-Desk Teams

Tuesday, October 27, 2015  
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ECi Software Solutions has 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.

"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," said Curtis England, president, Elliott Data Systems Inc., Memphis, Tennessee.

"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, Service Technology Division, ECi. "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.

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