Innovate Innovate and Simplifyand SimplifyYour HelpdeskYour Helpdesk

Innovate Innovate and Simplifyand SimplifyYour HelpdeskYour Helpdesk

One Simple One Simple SolutionSolution Infinite Problems SolvedInfinite Problems Solved

One Simple One Simple SolutionSolution Infinite Problems SolvedInfinite Problems Solved

• Reduce Calls Reduce Calls

• Reduce CostsReduce Costs

• Eliminate Eliminate IssuesIssues• Increase Increase ProductivityProductivity

iimmaaggiinnee• Greater customer satisfaction, faster and Greater customer satisfaction, faster and

consistentlyconsistently

• Greater customer satisfaction, faster and Greater customer satisfaction, faster and consistentlyconsistently

• Scalability and Adaptability to meet change and Scalability and Adaptability to meet change and growthgrowth

• Scalability and Adaptability to meet change and Scalability and Adaptability to meet change and growthgrowth

• Immediate results for a competitive support Immediate results for a competitive support advantageadvantage

• Immediate results for a competitive support Immediate results for a competitive support advantageadvantage

Achieve Achieve ……Achieve Achieve ……

• Success at the forefront of technologySuccess at the forefront of technology• Success at the forefront of technologySuccess at the forefront of technology

Executive graphical analysis, trends and

detailed reports.

Executive graphical analysis, trends and

detailed reports.

End-users have an instant

status summary.

End-users have an instant

status summary.

Support personnel

have immediate access to

ticket queues

Support personnel

have immediate access to

ticket queues

Pro-Active support through the Broadcast Center for Alerts, News

and messaging.

Pro-Active support through the Broadcast Center for Alerts, News

and messaging.

Solicit quality feedback

through surveys and quick polls

Solicit quality feedback

through surveys and quick polls

Detachable Dashboard to monitor real-time activity.

Detachable Dashboard to monitor real-time activity.

Immediate alerts through pro-active

monitoring of ticket queues

Immediate alerts through pro-active

monitoring of ticket queues

Monitor critical service

performance

Monitor critical service

performance

Monitor and record activityfor effective systems management

Monitor and record activityfor effective systems management

The detachable Dashboardenables key personnel to constantly

monitor service levels directly

from their desktop

The detachable Dashboardenables key personnel to constantly

monitor service levels directly

from their desktop

Ticket data remains distinct between the

original end-user submission versus that of the current assignee.

Ticket data remains distinct between the

original end-user submission versus that of the current assignee.

Each ticket can have unlimited assignments, with all time and cost data retained at both

summary and the assignee level.

Each ticket can have unlimited assignments, with all time and cost data retained at both

summary and the assignee level.

Multiple attachments may be uploaded with

each ticket or, conversely, downloaded

as (e.g.) a solution.

Multiple attachments may be uploaded with

each ticket or, conversely, downloaded

as (e.g.) a solution.

Dynamic menus provide access to features & administration at the individual user level.

Dynamic menus provide access to features & administration at the individual user level.

Solicit valuable customer feedback

through Survey Manager

Solicit valuable customer feedback

through Survey Manager

Automate ticket routing and

assignment through intelligent Workflow

Automate ticket routing and

assignment through intelligent Workflow

Easy access to real-time and managed service definition, including

Service Level Agreements.

Easy access to real-time and managed service definition, including

Service Level Agreements.

COIGN’s strength in functionality enables you to anticipate & rapidly respond to

organizational change and growth

COIGN’s strength in functionality enables you to anticipate & rapidly respond to

organizational change and growth

Wizard-driven setup capabilities

make administration a

breeze.

Wizard-driven setup capabilities

make administration a

breeze.

Create dynamic, self-documenting APIs for

any ticket type, or publish an API as a

Web Service.

Create dynamic, self-documenting APIs for

any ticket type, or publish an API as a

Web Service.

Use real-time integration to auto-populate data for

users and reporting.

Use real-time integration to auto-populate data for

users and reporting.

Usage Policies enable you to restrict access

to ticket types to specific groups

Usage Policies enable you to restrict access

to ticket types to specific groups

The Solutions Center provides easy access to pro-active support.

The Solutions Center provides easy access to pro-active support.

Fully integrated Knowledge Base,

with data populated through closed

tickets.

Fully integrated Knowledge Base,

with data populated through closed

tickets.

Intuitive features such as “My Notebook”

for users to book-marksearch results

Intuitive features such as “My Notebook”

for users to book-marksearch results

Categories & Sub-Categories enable easy classification.

Modify the Topics to provide your own solution branding.

Categories & Sub-Categories enable easy classification.

Modify the Topics to provide your own solution branding.

Coming to a server near you …Coming to a server near you …

………….... Release 3…..... Release 3….

Asset ManagerAsset ManagerAsset ManagerAsset Manager

•Auto-DiscoveryAuto-Discovery•Auditing & TrackingAuditing & Tracking•Hardware & SoftwareHardware & Software

Stay ahead of the game with advanced technology:

Linux | Unix | Windows | VMS•Platform

Independent

•Transparently benefit from the underlying architecture - Grid-computing, Service Oriented Architecture (SOA Web Services) ready

•Single-Sign-On for Identity Management

•Data Mining & Data Warehousing ready - Fully relational model enables rapid data analysis

•Superior Business Intelligence - Use any reporting tool or the core library provided

•Real-Time Integration for data, applications & monitoring

COIGN Enterprise Web-Based Self-Service:COIGN Enterprise Web-Based Self-Service:

•Find AnswersFind Answers

•Resolve IssuesResolve Issues

•Increase SatisfactionIncrease Satisfaction

•Reduce helpdesk callsReduce helpdesk calls

The Bottom Line:

Reduced Cost, Excellent Support.Reduced Cost, Excellent Support.

www.cobblesoft.com

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Contact us today to start providing great support!Contact us today to start providing great support!Contact us today to start providing great support!Contact us today to start providing great support!