Case Studies and Testimonials

Case Studies

Testimonials

With over 2,000,000 installations, MySQL is one of the fastest and most reliable SQL databases on the market. Providing quality support to that number of users without taxing the organization requires industrial strength tools.

Jani Tolonen knew he had found a powerful solution in SupportWizard:

"SupportWizard is a very flexible web based customer support product that allows you to customize both the user interface and the way the program behaves.

It is designed to efficiently serve a large number of customers, and administration is easy but versatile. For example, one can create different groups with different privileges, which makes it possible to suit the needs of each user."


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Founded in 1969, SAIC, a Fortune 500 company, is the largest employee-owned research and engineering firm in the nation. Together with its subsidiaries it employs more than 41,000, with offices in over 150 cities worldwide.

SAIC tackles the most critical issues, from the Three Mile Island cleanup to operation Desert Storm. The CATS (Consequence Assessment Tool Set) product assesses the consequences of technological and natural disasters to population, resources and infrastructure.

Jay Creutz, Program Manager, knew that her staff needed state of the art software to support the 500 users who depend upon CATS to protect us from disasters. She needed it to be available worldwide, hosted in a secure environment and immediately productive.

Using SupportWizard as a hosted service was the natural choice. It took just one day for her staff to be up and running and as Jay says:



"We really like it. It is easy to use, but also very easy for us to customize. We get the power of a custom solution with the peace of mind of hosted service. Our industry demands 100% reliability and that is what SupportWizard delivers."

Trust Company of America/Gemisys is the largest independent full-service provider for direct participation investments in the nation. Supporting their flagship TCAdvisor software is a dedicated, experienced group of professionals, exhibiting strengths in all aspects of personalized service.

Supporting this staff and their base of clients worldwide is SupportWizard.

TCAdvisor is critical to his company and Kyle Moore, Unix systems administrator, analyzed several leading helpdesk products before choosing SupportWizard. It was the right choice.



"We put it into production in less than a week and a year later, we have yet to encounter a single problem. It just works."


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Ask Jeeves is a company that has captured the imagination of both Internet novices and professional researchers by making it easy to find answers. The interface is simplicity itself: "Enter your question, in plain English, then click on the ASK button."

In the B2B market, Ask Jeeves is deploying its technology at companies like Nike and Ford to help their customers find the right products.

Behind this simplicity lies some of the most sophisticated Knowledge Management and natural language processing technology in use today.

Power and simplicity is the key to success at Ask Jeeves and Nick Baggarly, Quality Engineering manager for the "Jeeves Advisor" product line, wanted those qualities in the software used to manage enhancement requests and bug reports.

He found it in SupportWizard.


"We put it into production in less than a day and it's amazingly configurable - I can make changes to a live database on the fly and feel comfortable doing it."

"We are using it for several production- releases to coordinate issues and drive a sea of issues quickly to resolution. Using SupportWizard, we filed and resolved 350 bugs and enhancement requests in 3 weeks with 5 distinct internal corporate organizations using it - with almost no training. That had a lot to do with the success of the project."


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Delaware Investments, headquartered in Philadelphia, PA, is a diversified asset management firm with approximately $45 billion in assets under management, as of March 31, 1999. Delaware Investments serves individual investors through a broad line of mutual funds, retirement plan services and other investment products; and institutional investors, primarily private and public pension funds, foundations, endowments, banks and insurance companies.

Delaware has used SupportWizard on its Intranet for over three years, generating and resolving over 15,000 tickets.

Help Desk quote:

"SW has allowed the Help Desk and Floor Support Technicians to operate on a single call tracking platform. This unified approach promotes consistent data integrity throughout the call resolution process. The flexibility to add new fields, re-arrange the display of data, and create escalation rules without writing new programming code, has enhanced our ability to effectively manage the PC and System Support activity."


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Technology Answers, headquartered in San Diego, CA, is a full service supplier of computer services and personnel, offering its own products, generalized contractor services, network support services (including a telecommuting orientation) and contract development. The Company has been using SupportWizard for over a year to coordinate its interaction with customers using its products.

John Benbow, CEO of Technology Answers, had this to say about the product:


"It only took us two days to put SupportWizard into full production use, yet it is a surprisingly powerful and flexible tool that effectively exploits the Web architecture."

Best of all, it is well supported. These guys not only listen to customer input they act on it. The result is a product that's well designed, intuitive and easy to maintain."


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When SupportWizard was implemented, from their offices at 1 World Trade Center, New York, SmartWorld was gaining new customers at the rate of 2,000 a day, providing free Internet access to consumers and Web hosting/Web Design services to Fortune 500 companies.

With that volume of business, they needed industrial strength customer support technology, and found it in SupportWizard. Said Seth Kyle, manager of technical support:


"Being a free service provider, I needed a way to keep support costs down, but provide a level of support that our customers demand.

Enter SupportWizard, in a few weeks, I had a completely tailored project, tracking everything from Support tickets, to Abuse complaints.

After our first month and 100,000 tickets later, I was able to relax knowing that we had made rock solid investment for one quarter the cost of other systems."


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For nearly three decades, AlignMark has been a premier supplier of integrated Human Resource solutions to the nation's largest corporations and financial institutions. When AlignMark joined forces with Thomson Learning, an $800 million division of the Thomson Corporation, it needed a cost effective, efficient way to manage and support its various products.

Mike Vaughn, Vice President of Electronic Performance Systems, knew exactly which tool he wanted to manage this process.

"I had used SupportWizard at a previous company, so purchasing a copy at AlignMark was one of the easiest decisions I have ever made.

We are targeting an 85% reduction in support costs and SupportWizard is a key technology to make this happen. It provides an automated and centralized repository of intelligence that frees our support staff to focus on the customer's real needs.

It also allows management to keep abreast of developments in real-time, right from the browser."


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Corda Technologies, Inc., is the developer of leading edge, Internet based, data visualization software. Although it is a small company, Corda has a customer base that reads like a who's who among Fortune 500 companies: NASA; Intel; AT&T, The Department of Defense, Ford Motor Company, and many more. Corda believes that success comes through great products and even better customer service.
Mike Nixon - Vice President of Operations had this to say:



"When I first looked at the feature set of SupportWizard (workflow, escalation, Java based statistical charts, e-mail support, an industrial-strength SQL database, scaleable architecture, etc), I assumed that I was in for a very steep climb up the learning curve.

Imagine my surprise when I sat down and had the system live and deployed on our website within twenty minutes.

Despite its very rich feature set, SupportWizard is very easy to setup and deploy. The most powerful software is software that doesn't waste my time. SupportWizard is elegantly crafted. Configuration is a snap. SupportWizard marries power and ease of use like no other program that I have used. If only everything I had to do could be as easy..."


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Sun Microsystems is one of the fastest moving companies in Silicon Valley. From webserver hardware to Java, Sun provides the technologies that move the Internet.

John Phillips, SunSoft executive director of alliance programs, was impressed with the speed at which ISC could respond.

"We gave the assignment to the ISC guy on Friday. On Monday he returned with Solaris fully loaded, SupportWizard running.


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Cimplex Corporation is a privately held computer software company headquartered in San Jose's Silicon Valley in the bay area of California. Cimplex develops and markets advanced feature based and knowledge driven Computer Integrated Manufacturing (CIM) software.

Cimplex needed their website to provide more than a passive display of product data. They needed it to provide 24 hour support to Fortune 500 companies and a secure means of exchanging proprietary data with their customers. And they needed it up and running quickly.

Quote:


"On Monday we just had a Web site. On Tuesday we had 24 hour customer support, password access, problem tracking and file upload/download capability"


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Teleformix has been in business since October 1998 as an Application Service Provider (ASP) pioneering a whole new dimension of services and solutions for growing companies in the new millennium. Teleformix eases the load on growing companies, allowing its customers the freedom and time to focus on their core competencies. They enable the rapid deployment of enterprise class applications, without the associated cost and burden of owning, managing or supporting the applications or the underlying technical infrastructure. Teleformix is a certified SupportWizard reseller and was very impressed by the ease with which the software could be customized to meet the needs of their clients.
Said Jim Croci, Manager Internet Services,

"We have been hugely impressed with every aspect of Support Wizard. The most important feature for us has been the ability to quickly customize the product to satisfy our customers' needs. We were able to completely customize Support Wizard and install it at our first customer's site within days of signing the reseller agreement."


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Round1 was founded in August 1999 to address private capital business practices, and to introduce standardization, information transparency, liquidity, and Web-enabled automation to the current environment. The company is a Financial Services Provider (FSP) that uniquely combines a regulated financial services organization and an Internet technology firm. Round1 is developing a Web-based, regulatory-compliant system that standardizes investment workflow processes around private equity and alternative classes of securitized investments. With offices in San Francisco and New York, the company employs 45 technical, financial operations, business development, marketing, and support personnel.

Brian Rankin, Director of Information Technologies chose SupportWizard as a keystone technology for this growing company:




"We have liked SupportWizard from the very first time we saw how it works. We looked into other solutions, but none of them seemed up to par. We have already exploited SupportWizard's flexible architecture by setting it up to authenticate SupportWizard logins against our NT domain controllers, greatly simplifying logins for our internal users. SupportWizard is now an essential component of both our external and internal customer support since it helps us provide good service to our customers, manage our workflow and keep our support related costs down."

"ISC's track record for quality customer service and product upgrades is outstanding. In fact, I recently recommended SupportWizard to one of my colleagues."


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AtomFilms is committed to bringing the best in short entertainment to every conceivable audience.

It's really that simple. Atom acquires exclusive licenses to the world's best short films, animations, and digital media, and secures distribution via television networks, airlines, theaters, home video and DVD, the Internet, broadband services, and more.

Exciting, isn't it?

Atom's business partners think so. HBO, Sundance Channel, Infoseek, @Home, Warner Bros. Online, Reel.com, and dozens of other leading media companies are enhancing their offerings with Atom titles.

Atom is an innovative company that exploits the latest technologies. SupportWizard was a natural fit:

"Support Wizard has allowed us to custom tailor a thin-client ticketing system in hours instead of weeks. We managed to save a lot of dollars by purchasing the Linux version which was painless to install and has been rock solid. Of course the incredible customer support, flexible licensing options and painless upgrades are just the icing on the cake.

Did I mention is was one of the cheapest solutions we evaluated!!!!

Thanks for making our lives easier and looking forward to working with you in the future."





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One of Silicon Valley's classic success stories, 3Com enables individuals and organizations worldwide to stay connected by communicating and sharing information anytime, anywhere.

There are few areas where sharing information is as critical as during the development of major infrastructure projects such as an enterprise-wide product data management system - so it was natural that 3Com would use SupportWizard to facilitate this effort.

"We needed an efficient mechanism to track all development tasks on one of our time-critical projects.

SupportWizard provided us with a quick solution. We were able to import all our existing data and be up and running, after a brief staff training session, in just one day!

SupportWizard has not only helped us manage development - it has also become a critical component of our internal customer support."


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Enlighten Software is establishing a leadership position in FreeBSD, Linux, Unix and Windows systems management through broad distribution of cost effective, easy-to-use solutions that create the best value for users and customers.

Being cost effective means using the right tools for the job and when their support system could no longer meet their needs, SupportWizard's rapid implementation tools made the transition painless.



"The transition from Rightnow Technologies to SupportWizard was easy. Install the software, transfer the information, and that's it. SupportWizard even integrates with our website design, which makes for a more unified look."


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High-quality, low cost turnkey inspection systems for the automated manufacturing industry make WEBVIEW the machine vision and web inspection industry leader.

Webview sells mission critical equipment to Fortune 100 companies - support is critical.

Helpdesk Quote:


"SupportWizard's escalation features allow us to offer our customer guaranteed response times. That's a key feature for us.

We are actually building a hotlink to our website into our next generation product - if the customer has a problem the browser will automatically go to our SupportWizard installation. It allows us to offer a higher level of service, at a reduced cost.

It took us three days to configure the system to our needs. That was five months ago and we have had zero downtime since."


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