myCMware

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myCMware underpins your customer needs and improves staff productivity, leading to
increase in sales revenue.

An integrated module specifically created for IT driven business organisations.The ability to track and resolve technological issues within a turn around time and managing them is very critical to support businesses.

myCMware - Servicedesk, is both a scalable and flexible application with ownership, prioritisation and audit trail optimisation. It automates the call / ticket handling process for issue resolution, helping to achieve business goals. It is an effective integration of People, Process and Technology to deliver optimised service quality.

myCMware - Servicedesk, with incident reporting by web, email or telephone is an efficient application to categorise and prioritise the calls which are escalated for timely resolution, enhances efficiency and employee productivity, improving service quality and delivery assurance and achieving customer
delight.

myCMware - Servicedesk has comprehensive and configurable SLA engine for reporting, tickets and Service Level Agreement triggers for escalation and notification based on the business process defined.

myCMware platform is highly customisable, easy to use and to manage. A browser based ASP (Application Service Provider) accessed via Internet, build on PHP open source and with a System Central Server allows you to access and monitor from remote locations also integrating with all forms of messaging
systems.

myCMware is built envisaging the technological advancements, industry specifications and quality process on ITSM.

•	Franchisee and Contacts Management - a comprehensive contacts database tool to manage profiles and track history of events.
•	Workflow Management - a sophisticated yet user-friendly graphically driven workflow with Standard Operating Procedures automation engine. Enables easy business process automation using a combination of process rules, integration and dynamic user interface elements.
•	Tickets Management - an efficient tracking of customer tickets, the generation, management and tracking of requests.
•	CMmail - fully integrated preferred email solution, including MS Exchange, Outlook Express and other internet-compatible applications.
•	Service Level Management (SLA) - a fully configurable automated SLA engine for alerts and escalation process with support for international time zones.
•	Calendar Diary Management - a robust diary with complete scheduler and calendar providing company wide monitoring facility.
•	Knowledge Base and Document Management - a full-featured knowledgebase for resolving common problems and document share that can be used to organise and index standard MS documents, PDF documents, FAQs and structure knowledge documents.
•	Reports Management - a comprehensive business reporting, with a range of features and tools for generating real-time and regular management reports.

View myCMware-ServiceDesk leaflet (PDF)