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[February 4, 2002]

NetKeeper Enhances Call Center Productivity By Giving Mobile Technicians Seamless Access To Help Desk, CRM Software

Multima Corporation announced the Netkeeper Internet Tech Portal, giving mobile technicians real-time, seamless remote access to NetKeeper Help Desk and CRM software to provide uninterrupted customer support. NetKeeper Internet Tech portal uses the same company interface for the Web, LAN or WAN. Technicians have the ability to provide fast, accurate and reliable customer service because the Tech Portal gives the mobile technicians access to the same information available at their home base.

NetKeeper Internet Tech Portal�s thin-client architecture delivers significant business benefits including fast and easy installation, low cost of ownership and maintenance and a reduction in administration costs. The thin-client architecture permits World Wide Data Replication for quick deployment on the Web or LAN/WAN resulting in access to customer data even when the technician is not connected to the main database. The Tech Portal is an instant gateway to the technician�s personalized interface. The mobile technician not only has the ability to access all pertinent account and product information, but also has the capability of automatically upgrading the information database.

Because of NetKeeper�s �real-time� access to the network�s database, mobile technicians can quickly execute many functions to service customers including but not limited to creating new service requests, accessing the SolutionsKeeper database, tracking the progress of the service call and managing assigned service requests. All relevant information is at the technician�s fingertips even when working at a customer site or when there are no connections available to the corporate WAN or Web.

NetKeeper�s Internet Tech Portal requires no additional software distribution since the database can be accessed from any remote workstation. Moreover, there is no additional training required because the Tech Portal reaches the same screens for both the Web and corporate LAN. The Tech Portal allows field agents and technicians to conduct productive deployment of services because of the ready availability of significant information about the customer.

According to Val Gioia, Vice President of Business Development at Multima Corporation "Technicians no longer feel isolated from the office. More importantly, customers receive accurate and consistent service. Having the technician know that the information he or she is receiving is complete, accurate and timely eliminates any insecurity about customer relations and enables the technician to provide highly productive and dynamic customer support. Positive customer relations often translate into the strongest marketing tool: When customers are happy, they tend to come back."

The NetKeeper Tech Portal is just one of the features of the efficient Netkeeper Help Desk and CRM systems. The Tech Portal creates a flexible and tailored solution and is an indispensable tool for the mobile technician. It extends the boundaries of the company�s staff to include inside, mobile and remote users. Use of Netkeeper CRM and its Tech Portal will synchronize the entire company and create an efficient corporate operation.

Both the LAN portal included in NetKeeper Help Desk and CRM software and Web access can be deployed with a single 32bit executable. The Web access has the advantage that it does not require the techs to log into the server where the Help Desk data is located. The NetKeeper Internet console will run on any system that meets the minimum system requirements for Windows 2000, NT or Windows XP. Requirements are:

  • Windows NT or Windows 2000, 32 (or more) MB of RAM recommended.
  • Minimum of 7 to 13 MB free hard disk space, depending on the setup options you select.

Clients can run under any platform with an available Web browser. NetKeeper executes comfortably on computers that meet only the minimum requirements for these browsers. It will also run on other browsers:

  • . Microsoft Internet Explorer 4.0x or
  • . Netscape Communicator 4.0 or later.

The program's performance on a high-speed intranet is very good and will be comparable to a regular office application.

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