Has all of the features needed to deliver professional help desk support services. Well integrated to the tracker customer self service web portal.

Stuck in the middle of being a manageable small company and having the resources of the big company.

I love the visibility of my team having the ability to see and work out of one queue. The ability to have access to multiple queues is also a feature I love.

One of the most impressive aspects is the ease of use. Whether you have been using a call tracking application or not, learning to use PhaseWare is quick and simple.

The web portal is great and easy to use. I really like to email setup as well to let me know what's going on and reminding me when a work order is due or to follow up.

Well suited for help desks  and onsite technical servicing. Product keeps track of active & closed tickets, keeps a knowledge base and allows you to set flexible service and billing plans for clients.

The customer service is great, always responsive. It would be helpful if the product included integration with other helpdesk products.

We are in the early stages of implementation and have been very impressed by the quality of the software and the set-up training.

PhaseWare is easy to build and easy to use. It has a very friendly user interface that both internal and external customers use with ease.

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.

Customer Support has been amazing and has helped me to improve how our team uses the product. In addition, we are now aware and use additional functionality.

The price was affordable and competitive with the many other business solutions.

The licensing model is affordable. Tech support is very good.

Reports don't provide full access to all user defined or system fields without having to make some customizations. The web screens I found difficult to customize - not intuitive.

If you do not close the program when you disconnect from the net you get lots of error messages.

We have been very pleased with the product and especially the support and access when needed. Very open to suggestions for new features and functions and changes to make the product even better.

It's a great product with outstanding support and I highly recommend it to others. I am very pleased with the ease of implementation and functionality.

This is a great product and the support staff are very good at in thier roles and will help the customer out any way possible.

Customization of our knowledgebase was a little tricky to learn. Not so much in adding new content as much as controlling the environment.

In the past I've worked with everything from Excel and FileMaker databases to Salesforce.com, and the Databank is a great solution that I highly recommend.

Lung cancer strikes nonsmokers, former smokers and smokers at an alarming rate in our country.

The Databank allows you to customize practically anything you want so that it will even better fit your needs. The customer service and tech teams are outstanding as well.

With most new technology, you can hope for the perfect fit, but you never truly know what you're getting until you begin to integrate it into your workflow.

If the improvements are specific to your database, the pricing is very good. If they are broader improvements, you can get credit for your help in making the overall system better.

Not only do they respond quickly (often within the hour) to requests, the company as a whole is extremely responsive to user comments to improve the service.

There are several great things I like about thedatabank folks. First and foremost, they are a people-centered organization and always respond to issues within 24 hours.

I chose the databank and couldn't be happier. I find it user friendly and the staff to be extremely helpful and supportive.

The customer and tech support are outstanding.

It is also very strong on email campaigns and/or newsletters and quite strong on donor management. The credit card (and now Paypal as well) interfaces are seamless.

The Databank is a very user friendly and affordable database system. Their support team is very responsive and helpful and resolves issues in a very timely manner.

Lung cancer takes more lives than breast, colon and pancreatic cancers combined, yet - because of the smoking stigma - it remains seriously underfunded.

I highly recommend the Databank to any nonprofit organization (large or small) because it is versatile, fully functional, secure, easy to use, and integrates with our web site.

I'm hard pressed to come up with something I don't like about this company/product.

They are responsive and respectful and always happy to answer questions or make tweaks to our setup.

It's a very useful CRM with an attractive price point. Customer service is responsive.

Seriously, I cannot think of one negative thing to say or cite a single bad experience with The Databank or the team. The price is even inexpensive.

US Dollar

PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Flexible deployment options include on-premise installation and a cloud-based option.


Applications for help desk and customer service can be supplemented with a web self-service portal for clients or a knowledge management suite to improve a support team's training process.


The client self-service center frees up support staff while allowing customers to report issues, check for status updates on existing tickets or access FAQs and other learning tools. 


Users can quickly generate reports using the 80+ templates included with the solution, or dig deep into client interactions using the data field and customer incident search functions. 


Tracker's support team offers highly individualized customer service to fit each organization's unique needs. Tracker can be scaled to fit the service center size, whether one license or 1,000 are needed.


The solution supports Windows and Mac operating systems and is compatible with all major web browsers. Native iOS and Android apps are available for the customer self-service portal.


Pricing is per user per month for a cloud solution and one-time license fee for an on-premise solution. Support is via email, call and self-service portal.



LongDescription

Support Ticket Management

Surveys & Feedback

Performance Management

Document Storage

IT Asset Management

Workflow Configuration

Project Management

Customer Database

Automated Routing

Assignment Management

Call Center Management

Self Service Portal

Mobile Access

Issue Scheduling

Multi-Channel Communication

Queue Management

Email Management

Ticket Management

Recurring Issues

Knowledge Base Management

Network Monitoring

Real-Time Chat

Service Level Agreement (SLA) Management

Chat/Messaging

Macros/Templated Responses

Interaction Tracking

Dashboard

Alerts/Escalation

Customizable Branding

Reporting/Analytics

Monitoring

Prioritization

Appointment Management

Issue Auditing

Task Management

Live Chat

Windows 7

Windows Vista

Windows XP

Mac OS

Web browser (OS agnostic)

Windows 2000

Windows 8

Windows 10

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

2-10

11-50

51-200

201-500

501-1000

1000+

Tracker

In Person

Live Online

Webinars

Documentation

Videos

The Databank is a cloud-based customer relationship management (CRM) database and communication system designed for non-profits. The Databank helps users manage relationships with donors, volunteers, activistsa and members from a single platform.


The Databank integrates with user website for online giving, event sign-ups, action alerts and meeting registrations. The suite of applications includes fundraising and donor management, pledges, recurring gifts and soft credits. Email marketing, text messaging, mailing address labels, duplicate search and mapping are also part of the program.


The PowerMail marketing tool helps users avoid downloading and uploading email addresses, and Databank Advocacy provides action alerts and encourages voter engagement. Report templates are included along with a report builder tool to compile customized sets of data. With The Databank’s various add-on tools and scalable models, the system can grow and change as needed.


The Databank is a fit for organizations in community building, social services, the arts, civic engagement, environmental issues and more.



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