• October 13, 2011
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

SmarterTools Moves its Help Desk Software into the Cloud

SmarterTools, a provider of help desk, mail server, and Web analytics technologies, has launched SmarterTrack.com, a cloud-based version of its help desk software. Plus, the help desk and customer service software, delivered via a software-as-a-service (SaaS) model, is scalable to help even the fastest growing businesses maintain the highest levels of service.

Offering SmarterTrack as a SaaS-based application "uncouples you from having to be at your terminal at your desk all day," says Jeff Hardy, vice president of business operations at SmarterTools.

Hardy also says that the application is not tied to any specific operating system or platform. "Anything that you can use to make a service call can interface into our systems," he says.

"Tens of thousands of companies already trust the installed version of our help desk software for their customer service, sales and support needs. Now we're bringing SmarterTrack to the cloud and offering it as software-as-a-service, so organizations can benefit from the same customer service platform without worrying about managing servers, hardware or software updates," said Tim Uzzanti, CEO of SmarterTools, in a statement.

Features include the following:

  • a ticket system;
  • live chat;
  • VoIP integration and call logging;
  • time logs;
  • branding and language support;
  • task management;
  • a customer portal;
  • a knowledge base;
  • reporting and surveys; and
  • an event system that can be triggered off any action.

"You can research the customer as soon as he arrives in the system. It looks him up in the billing sustem, looks up his online presence and call history with the company," Hardy explains. "You can look at the account, the value of the account, who has serviced it before, etc. And all queries are answered in real time."

SmarterTrack.com’s pricing is intended to be simple. All features are provided for only $15 per agent per month. The company is also offering a free 30-day trial.

Though the largest portion of SmarterTools’ customers are small and midsized firms, the SmarterTrack solution is designed for users of all sizes and verticals.

The company is also working on making its interfaces for mobile devices universal, according to Hardy. "The idea is to make solid Web interfaces that can be used on mobile, PC, or phone," he states.

"No matter how you access the Web, you'll get the same exact process," adds Derek Curtis, vice president of marketing and communications at SmarterTools.

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