Welcome to FrontSupport 4.0 Product Tour

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Welcome to FrontSupport 4.0Product Tour
Click the left mouse button (or press the space
bar) to continue to next slide ...
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FrontSupport Product Tour

• This product tour will walk you through the
  highlights of FrontSupport and familiarize you
  with the important features.
• Just pick up a cup of your favorite java, kick
  back and relax ...

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Overview of FrontSupport
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What is FrontSupport?

• FrontSupport is a helpdesk software that helps
  you manage the customer support process in your
  company.
• In addition to storing, managing and tracking
  your customer support information, FrontSupport
  integrates your support issues with the contact
  information in your ACT! or GoldMine contact
  databases.
• FrontSupports integration with ACT! and GoldMine
  makes it easy for you to answer the question
  which customer has what problems!

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Why you need FrontSupport?

• Two-thirds of customers leave a vendor because of
  inadequate customer care.
• - Yankee Group
• If a company can decrease customer defection by
  only 5, it can double its profits.
• - Harvard Business Review
• Simply put, you need FrontSupport to serve your
  customer better, decrease customer defection and
  increase your companys profitability!

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The Tour

• In the following slides, you will see how to
  setup FrontSupport and use the different features
  to track your customer issues and offer first
  class customer care to your clients

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Before we begin just a note

• For illustration purposes, in the following
  slides, we show you how to use FrontSupport while
  integrated with GoldMine. If you use ACT! as your
  contact manager, you will use the same steps to
  integrate with ACT!

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Installing FrontSupport
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Installing FrontSupport
Installing FrontSupport is easy! The
installation wizard walks you through the
installation process.
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Configuring FrontSupport

• After you install FrontSupport, the built-in
  Setup Wizard will help you setup and configure
  your company wide customer support database ...

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Configuring FrontSupport
FrontSupport uses Microsoft Access as the backend
database to store your customer support
data. Setting up your company wide customer
support database is a breeze using the Setup
Wizard!
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Configuring FrontSupport with Setup Wizard
Choose how you want your customer support
database to be configured. After this, just
follow the instructions in the Setup Wizard!
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FrontSupport database setup is now complete!

• That's all there is to it! You can setup your
  company wide customer support database with a few
  mouse clicks!
• Because the database is setup on the network,
  multiple people in your company share the same
  customer support database.
• Now you are ready to run the FrontSupport
  program...

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Running FrontSupport
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Running FrontSupport
In the login dialog, just select the database
name that you just setup and enter your login
name.
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FrontSupport Workspace
When the application is launched, the Issue list
window shows all the issues in your database.
The Contact list window shows the primary and
additional contacts from your GoldMine contact
database.
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Launching GoldMine
You can launch GoldMine from within FrontSupport
by clicking this toolbar button.
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Launching GoldMine
GoldMine Window Because FrontSupport integrates
with GoldMine, you can see that the contact list
here is the same as in FrontSupport.
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Typical Customer Support Scenario

• Lets take a typical helpdesk scenario and see
  how FrontSupport is used to track your support
  issues!
• Say, you are John and you are handling the
  customer support in your company.
• One of your customers Homer Stellchild from
  Novatech calls in to report a problem...

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Searching for your customer
When Homer calls, just type the name and click
the Find Next button to find his contact record
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Contact Detail Window
When you open Homers contact record, all the
details are shown in the contact detail window.
Note that all these contact details come from
your GoldMine contact database.
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Create a new issue for Homer
You can create a new issue (i.e. trouble ticket)
using the New Issue command.
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Describing the problem
In the window for the new issue, enter a brief
description of the problem...
You can set the priority, status, severity etc.
and assign the problem to yourself (or your
colleagues)...
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Saving the Issue
When you save the issue, an issue id 9 is
automatically given to the issue.
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Homers contact record with attached issues
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Updates to the GoldMine database
When you create a new issue for Homer,
FrontSupport updates the GoldMine database - i.e.
an entry is added to Homers record in the
Pending tab. This means that GoldMine users
are also aware of Homers support issues!
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Adding notes
Later as you work on Homers problem, you can
record the progress in the Notes tab.
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Export to Microsoft Outlook
If you use Outlook to manage your day to day
tasks, you can export this issue to your Outlook
task list or to your Outlook calendar.
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Attaching files and URLs
In the Attachments tab, you can attach the
files, folders, web pages, etc. that relate to
this issue.
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Email from within FrontSupport
You can email your customer from within
FrontSupport using your favorite email program
that you always use.
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Closing the issue
Once you found out the resolution to the problem,
just Close the issue and type the solution
details in the Resolution tab.
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Updates to your GoldMine database
When you Close an issue, FrontSupport moves the
previously added entry from Pending to
History tab in the GoldMine database.
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Time Billing
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Searching for Issues
Later when another customer calls in with a
memory problem, all you need to do is to type
in the keyword memory and find all memory
related issues.
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Filters

• Filters You can create and store queries to
  search your support database!

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Overview of Filters

• Over time, you will have many customer issues in
  your database but you are interested in seeing
  only those that are relevant to you.
• The Filters feature lets you create and store
  queries that makes it easy for you to see the
  issues that you are interested in. Example of
  such filters are
• Show open issues assigned to me
• Show all the unresolved High priority issues
• Show all open issues reported in the last one
  month
• Show all printing related issues

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Using Built-in Filters
Built-in filters are a set of commonly useful
predefined filters/queries.
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Using Custom Filters
Use Custom filters, to build your own custom
filters using SQL queries.
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Reports

• This section gives you an overview on how to
  create management reports.

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Reports Overview

• When using FrontSupport database to track all
  your customer issues, periodically (weekly,
  monthly etc.) you will need to generate
  management reports.
• With a click of a button, FrontSupport can easily
  generate reports, management analytical charts
  using MS Excel.
• Because FrontSupport uses Microsoft Access as the
  backend database, you can also use other
  reporting software such as Seagate Crystal
  Reports, MS Access etc., to create and generate
  these reports.

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Reports Charts
You can start creating management reports
charts using the Reports Charts menu.
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Reports
Select a report and press the View Report
button.
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Charts
Select the type of chart, chart variable and
press the View chart in Excel button.
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Dashboard
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Export to MS Excel
With one click of the mouse button, you can
export all the information to MS Excel.
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Creating reports using other tools
Using the FrontSupport database, create custom
reports using other reporting tools like Crystal
Reports, Excel and Access.
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FrontSupport Administration
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Administration
Use the Administrative Setup command to setup
and administer the FrontSupport database.
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Administration - Users Groups
Organize your users as groups and set permissions
and privileges for each user and group.
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Administration - Templates
Here you can create and customize templates to be
used for email and GoldMine/ACT update.
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Administration Customize Field Labels
Here you can customize the field labels used in
the Issue screens.
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Other Features

• Checkout these other features

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FrontSupport data on your PDA
Now you can carry your FrontSupport data on your
Palm PDA. For more details on this topic, please
see our website http//www.frontzone.com/pda
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Web access to your FrontSupport database
With FrontSupportWeb, now you can use Internet
Explorer or the Netscape browser to access your
support data over the web. For more details on
the FrontSupportWeb product, please
visit http//www.frontzone.com/fsweb
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Alerts Notifications
Now you can receive automatic alerts,
notifications, and escalations via email, pager,
fax etc. for events that happen in your
helpdesk. For more details, please
see http//www.frontzone.com/ks
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FrontSupport Reviews

• What do others (end users and 3rd party
  reviewers) say about FrontSupport?
• Read on

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GoldMineForum.com reviews with a 4 stars

• Do you have a need to support a product or
  service? If so, FrontZone Corporation's
  FrontSupport may be just what you are looking
  for!!
• FrontSupport is easy to install, configure and
  use. Users will like FrontSupport because it so
  simple to use, with a learning curve that's
  virtually flat. Really, most users will be up to
  speed in 10 minutes!!
• FrontSupport is a very nice program that users
  will love because of its ease of use. It should
  be a good fit in smaller customer support
  departments!!
• - Tony Rodgers, GoldMineForum Editor,GoldMineForu
  m - The Ultimate GoldMine Resource!
• Read the detailed review at http//www.frontzone.c
  om/reviews.htm

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Review on Windows magazine

• Are you customers being served?
• It's usually more expensive to find new customers
  than to keep your existing customers happy.
  FrontSupport manages the customer support process
  and helps customer support personnel have the
  latest data!
• If you're using GoldMine as your sales management
  tool, consider adding FrontSupport from FrontZone
  Corporation!
• - Windows MagazineRead the detailed review at
  http//www.frontzone.com/reviews.htm

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FrontSupport reviewed on Epinions.com

• FrontSupport is the best software that can do the
  job and not cost you an arm and a leg!
• Thanks to FrontSupportWeb by FrontZone we are
  keeping track of customer/field service issues
  even though we have offices all over the United
  States!
• - Epinions.com

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What our customers say

• FrontSupport is a great product. With our users,
  ten minutes was all they needed to get
  comfortable with the software!
• FrontZone's FrontSupport product is, hands down,
  the best support solution for any organization
  that needs to track requests or other service
  events and integrate them with GoldMine.
• FrontSupport offers a clean interface, ease of
  use and powerful search and report capabilities
  that make it an ideal value for small to mid size
  helpdesk scenarios.
• Your technical support is outstanding!

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General Information ...
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Download trial version

• Download the trial version of FrontSupport from
  our website http//www.frontzone.com

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Where can you buy FrontSupport?

• You can buy FrontSupport or FrontSupportWeb
  online on our website at http//www.frontzone.com/
  buy.htm
• To order by phone, call us at [phone] or
  email us at sales_at_frontzone.com.
• FrontSupport is also available at your select
  GoldMine VARs and ACT! resellers (ACCs).

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Thanks for watching the FrontSupport Tour

• If you have any questions, feel free to contact
  us
• Phone [phone]
• Fax [phone]
• Sales sales_at_frontzone.com
• Customer Support support_at_frontzone.com
• Reseller Information reseller_at_frontzone.com
• General Information info_at_frontzone.com