PhaseWare Tracker CRM Software


 

PhaseWare Tracker is a highly focused customer support and help desk solution that helps your customer support team provide a five-star experience for your clients. The system automatically notifies you whenever clients report or escalate existing issues, freeing up your attention to focus on the customer.

Robust applications for help desk and customer service can be supplemented with a web self-service portal for your clients, or a knowledge management suite to improve your support team's training process. The client self-service center frees up your support staff while allowing customers to report issues, check for status updates on existing tickets, or access FAQs and other learning tools.

We like PhaseWare Tracker's user-friendly interface, which offers excellent access to your database of information. Quickly generate reports using the 80+ templates included with the solution, or dig deep into your client interactions using the data field and customer incident search functions.

Your business doesn't have to skip a beat with Tracker, which is usually up and running within a day or two of installation. And of course, you will receive the royal treatment when it comes to PhaseWare customer service. Tracker's support team offers highly individualized customer service to fit each organization's unique needs.

Tracker can be scaled to fit your service center size, whether you need one license or 1,000. Affordable prices make PhaseWare's solution accessible to any organization dedicated to excellent service. The solution supports Windows and Mac operating systems, and is compatible with all major web browsers. Flexible deployment options include on-premise installation, a hosted solution or Software-as-a-Service.
 

 

PhaseWare Tracker - Tracker OnDemand - Dashboards
 
  • PhaseWare Tracker - Tracker OnDemand - Dashboards
    Tracker OnDemand - Dashboards
  • PhaseWare Tracker - Tracker OnDemand - Incident Screen
    Tracker OnDemand - Incident Screen
  • PhaseWare Tracker - Tracker OnDemand - Customer Information
    Tracker OnDemand - Customer Information
  • PhaseWare Tracker - Tracker OnDemand - Self Service Center
    Tracker OnDemand - Self Service Center
Supported Operating System(s):
Windows XP, Windows Vista, Windows 7, Windows 2000, Web browser (OS agnostic), Mac OS

5 Reviews of PhaseWare Tracker

 

from PSC
Specialty: Software / IT
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Would Love a Search Feature

Ease-of-use

The icons are easy to identify. The software has icons that are very recognizable.

Functionality

It allows me to track clients and see any common issues among clients.

Product Quality

The quality is good. It just needs a useful search feature.

Customer Support

Customer support is very good. They usually answer all our questions.

Likes Best

I like the ability to track customer issues throughout the lifetime of the software.

Likes Least

There's no useful search feature. We waste a lot of time trying to research common failures, but it can't be done, or we have to ask the distance support how to set up items to get the desired search. It needs a better report system or one that is easier to use.

Recommendations

Try to learn as much as you can about the software.

 

from Progeny Systems
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

PhaseWare supports

Ease-of-use

No software ever gets a 10 in my book unless it reads my mind and works without any effort on my part. That said, Phaseware gets pretty close. Simply put, its design just makes sense.

Functionality

I'm only disappointed that it doesn't run the coffee maker along with everything else it does. On second thought, you could probably get the PhaseWare engine to do that level of automation as well.

Product Quality

Top quality. We have several thousand trouble tickets tracked per year with zero defects found in the operation of PhaseWare.

Customer Support

It's truly amazing software backed up by an amazing company.

Likes Best

PhaseWare is extremely comprehensive, and while powerful software usually means difficult to use and a long run-up to effective use. This is not the case with PhaseWare. Out of the box, it's ready to work for you. PhaseWare also completed the installation remotely and provided fantastic user and administrator training. What about support, you might ask. While we seldom need it, the few times we have needed it, they were quick, efficient, and professional, and they took care of the issue completely.

Likes Least

There's nothing to dislike. I only wish I could say the same for other software we use.

Recommendations

Think big and small. Evaluate what you need versus the various tiers offered. With PhaseWare, that's very easy to do, as the product demos are tailored to your expected use instead of hours demoing bells and whistles you'll never have time to implement.

 

from Acme Point of Sale Software
Specialty: Software / IT
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Phaseware Tracker Review

Ease-of-use

Configuration takes a while, but once properly configured, it is very easy to use. They have two well-written manuals, and they use Tracker for their online knowledge base (self-service center) as well. It's amazing how many of their competitors in the customer support software market do not use their own products! They would get a perfect 10 if they had context sensitive help.

Functionality

They would get a 10 if they added payment processing within the self service center. We'd prefer that to sending it to Intuit online payments, where the rates are higher and to my knowledge, features like failed ACH notification via email still do not exist.

Product Quality

They have rock solid help as well as technical support. The few times we needed tech support, they were fast.

Customer Support

It's obvious they use their own tools and use them well.

Likes Best

They have deep features that we could not find elsewhere, even in products costing 2-3 times as much. For example, we sell software, and Tracker gives us the ability to relate solution providers (resellers of our software) to our end users, the retailers. We can easily respond to either party and keep the other party in the loop. Either party can log into the self-service center to see their stuff.

Likes Least

It was hard to find! We are software developers ourselves, so we knew what we wanted. We performed a very exhaustive search that dismissed many other products almost immediately, yet that search took hundreds of hours.

Recommendations

Build a list of must have and nice to have features. Write up your toughest workflows in a Word document. Check the list against their features, and don't be afraid to get the vendor involved; it gives you a good idea how they do business.

 

from ViryaNet, LTD.
Specialty: Software / IT
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

PhaseWare Tracker 7.1

Ease-of-use

It's a well-thought-out product that is very easy to use.

Functionality

Yes. PhaseWare had all of the key features we were looking for.

Product Quality

I have never encountered a bug. It's a very solid product.

Customer Support

Excellent. I've mostly just asked a few questions since I have never actually found a bug.

Likes Best

PhaseWare had all of the features we were looking for right out of the box. We liked the idea of a hosted solution. Support is excellent. The price was much less than other help desk solutions.

Likes Least

No complaints. The product does what we need it to do, and support is excellent.

Recommendations

I think you will find the PhaseWare is very feature rich and at a much lower price point than competitors.

 

from Tullahoma Utilities Board
Specialty: Telecommunications
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Should be your solution for your tracking needs

Ease-of-use

As with any new software, it take a little time to become accustomed to its use. Once you use it, you'll be right at home.

Functionality

It allow us to track our support calls and installations. Every day, Tracker provides us with daily logs and other custom reports.

Product Quality

The design, setup, and functionality of the product were well created and had the users in mind.

Customer Support

They respond quickly and have made sure our needs were taken care of the few times we have contacted them.

Likes Best

What I like best about PhaseWare Tracker is the service and support we receive the few times we have had to contact their team. They are easy to talk to and understand. The support team is on top of your needs and will have a quick resolution for you. From the first call, the representatives are attentive and very friendly. They work to resolve the issue in a timely manner and sometimes make follow up to ensure that there is nothing further needed before they close the ticket out.

I thought our service department was top-notch, but I have molded our team to mimic what PhaseWare provides for their own customers.

Likes Least

I am unable to find anything I like least about it.

Recommendations

Try it out, and ensure it does what you need it to. If there is something you may find lacking, talk to PhaseWare and let them know what you need. I'm sure they will be able to customize it to assist in your operations.

 
 
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