Anytime Support
AnytimeSupport is a Customer Relationship Management system that helps the Customer Support departments to achieve excellence in customer interaction, at all the touch points, while cutting down the operational costs.

Product features

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Anytime Support PDF

Core Support

Case Definition
Full configurable Case Templates
Agent and supervisor working screens
Queues Management
Configurable Status Sequences
Product / Service Catalog
Customer Management
Contact Management
Task Management
Notes and Attachments
Manual case assignment
Case History
Work Performance Information
Custom defined fields for cases, customers, projects, products.
Email notifications using templates
email2case
Eligibility rules to secure data access

Service Level Agreement (SLA)

Full SLA configuration based on: customer, severity, priority, service schedule.
Automated case escalation and notifications when SLA broken
Custom Actions on SLA events
Scheduled for 2007

Call Center Integration

Call Pop-Up Screen
Dialer Interface
IVR Interface
SMS Gateway
Fax Server Interface
Integration available with Mediatel, Cisco, Avaya

Built-in Report Generator

Create queries without SQL knowledge using a friendly graphical interface
Filter Parameters
Export to popular formats: Excel, HTML, PDF, CSV and TSV

Customer Web Self Service

Case creation by customer
Case status
Notes addition

Workflow automation

Forced status case sequences
Graphical configurable Workflows
Flexible business rules
Automated email notifications
Process/Flows definition

Project management

Project definition by phases
Work performance tracking at task/phase/project level
Estimate to complete
Project cost tracking
Task Templates
Task Bundle
Notes and attachments
Email Notifications
Custom defined fields

Anytime Industry / Flows Matrix

Anytime is a support configurable platform that allows your support departments to define and use virtually any support flows and processes for almost any kind of industry.

Industry Business Flows / Activities
Banking Customer Complaints, Customer Info, Back Office Requests, Card Support, Internet Banking Support, Internal IT Support, Sales Integration
Telco Customer Interactions, Call center, Service Provisioning Flows, Network Incident Management, Operations & Maintenance, Customer Information, Case Management, Internal IT Support, Sales Integration, Asset Management, Site Installations
IT Support ITIL Compliance, Systems Support, Applications Support, Helpdesk, Release Management, Hardware Maintenance, Change Requests
Utilities Case Management, ISO Compliance
Financial Services Credit Application Flows, Info requests, Internal Compliance, Card Support
Outsourced Call Center Services Case Management, Helpdesk, Customer Surveys
Leasing Customer Complaints, Car Incidents
Service & Repairs Incident Management, ISO Compliance
Manufacturing ISO Compliance, Customer Surveys, Quality Assurance

A True Challenge

Choosing the right support solutions is a true challenge because:

Customer support flows need to be personalized according to industry specific requirements

The Business environment requires fast time to market when implementing new support flows or changing the existing ones.

The customers expect an aggressive implementation schedule for support systems

Integration between different levels of support and across departments

The companies are looking to do more with less; in the past, the cost of existing CRM and support systems investment had slow down the CRM adoption.

Why would you choose us?

ASF has a proven track of successful projects on Telco, Banking, Financial Services and IT Support services

Previous CRM experience.

Romania based support and development.

Very fast Implementation schedule; around 1 month for standard version and on previously agreed business requirements.

Outstanding configuration capabilities enable “Zero” customizations cost.

Interfacing capabilities on open standards with existing IT Systems.

If necessary software customizations can be delivered.

 

We are aware of all these challenges, so we created a software solution flexible enough to support personalized flows and to provide fast time to market when implementing new support flows or changing existing flows at department level or across the departments.

 

Anytime Roadmap

New capabilities will be added soon to the actual version.

Service Level Agreement Management ( SLA) – End of February 2007

Sales Integration (Lead & Opportunity Management) – End of February 2007

Quality Assurance – Customer Surveys – End of March 2007

Online Performance & Statistics – May 2007
Anytime R2 – June 2006

Anytime and the competition

Considering the flexibility of the product and availability of local support, Anytime is a better alternative to:


BMC – Remedy
Amdocs – Clarify
Computer Associates – Service Desk
Salesforce.com – Customer Service & Support
Microsoft CRM
ManageEngine ServiceDesk Plus
Open Source Solutions

For more details, please visit www.anytimecrm.ro (Romanian language).