from NYF Systems can help you to provide a cost efficient and
effective product or service support. This set of capabilities
automate many administrative tasks associated with providing product
and service support to increase productivity and manage customer
To ensure customer response
times are managed, our solutions provide escalation of incident
progress based on a definable interval. Our incident management
capabilities ensure trouble tickets are managed to closure, while
automatic trouble ticket logging provided by our Aegis E-mail
Server module provide a means for customers to enter their support
request that gets translated into a trouble ticket into an Aegis
system automatically. Linkage to customer information, purchase
information, post-sales support requests and status of progress
helps your product or service support team to quickly make decisions
that are accurate and consistent, at the same time rendering a
prompt service to the customer.
Our Service Level Agreements
component ensure that incidents that are at risk of exceeding
acceptable resolution time as contracted with the customer are
automatically prioritized and alerted.
Broadcast message capabilities
provided by our solutions enable you to send e-mail messages to
your clients or internal users. These messages are personalized
with the specific client information, and enables you to quickly
and easily notify of new products or fixes, and new offers. When
communication is managed timely and effectively, an existing client
base presents many opportunities to introduce a company's new
The asset management component
tracks asset allocations, components that make up an asset, asset
service history and support calls for each asset.
The client web access
facility enables customers to log on to the system using a browser
such as Internet Explorer, to initiate support requests and to
periodically check progress with around-the-clock convenience.
Web-enabled customer self-care such as those that can be provided
by Aegis Help Desk will help customers with instant retrieval
of information limited by what you information you allow them
to see. Implemented correctly a web self-service facility from
Aegis requires little or no customer orientation and instruction.
This alternative delivery method significantly reduces costs for
product and service support. As demand increases, this self-care
facility presents a greater benefit in that you may not need to
increase support staff – simply obtain additional client
web access licenses as you need them and grant new customers online
access to submit queries or applications, review status, transactions
or records. Furthermore, web front-end technology from Aegis enables
your support team to be distributed, whether they are working
at a company location, home, or airport, and does not require
a client version to be installed on their computers.
Aegis products are built
to grow with your business, as you expand the number of employees
using the system, and as you expand on the information you capture.
The attributes and reporting mechanisms can easily be tailored
to your specific business needs if desired without any programming
effort. Additional fields or attributes required can be defined
in a few simple steps. Or simply use the setups we provide to
immediately see the value of your investment.
To request for a download
trial version of Aegis Help
Desk or Aegis
Defect Tracking please click here.
Note that asset management capabilities are available with Aegis
Help Desk only. Our Aegis product portfolio serves companies in
telecommunications, banking, healthcare, insurance, automotive,
retail industries and more with efficient customer care and post
sales support solutions.
To order or to request a price quote, contact
Customer Service Center:
Call: (973) 796-5201