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TechExcel CRM 常见问题

  • What is the architecture of TechExcel CRM?

    TechExcel CRM is designed to work as both a Client/Server and a Web-based application. You can choose to deploy the TechExcel CRM Windows Client to your end users with familiar Windows user interfaces, or you can deploy the TechExcel CRM Web so that your users, especially remote users, can use TechExcel CRM with a preferred browser such as Internet Explorer or Mozilla Firefox. Customers can use the Customer Web Portal for self-service activities, such as submitting new issues, checking issue status, sending screen captures, downloading files, engaging in Web conversations with the support team, and more.

    TechExcel CRM consists of the following applications and add-on modules:

    • TechExcel CRM Marketing - for marketing campaign management
    • TechExcel CRM Sales - for sales force automation
    • TechExcel CRM Service - for customer support and service
    • TechExcel CRM Customer Web Portal - for customer self-service
    • Add-on modules
      • AssetWise - Customer and company asset management
      • FormWise – web based forms management

    These applications can be purchased and used separately, or as a suite solution.

  • Can I evaluate TechExcel CRM with full functionality before purchasing?

    Yes. You can download the fully functional TechExcel CRM from our download site, and evaluate it free for 30 days.

  • Can TechExcel CRM support remote access?

    Yes. With TechExcel CRM Web, or the optional TechExcel CRM Mobile, you can access TechExcel CRM functions and data via a browser or handheld device from anywhere at anytime. TechExcel CRM can also send email notification to pagers and other handheld devices. Using the Customer Web Portal, customers can access and manage their own issues.

  • How customizable is TechExcel CRM? What can be customized?

    TechExcel CRM can be comprehensively customized via the TechExcel CRM Admin application. All the pages (forms) and fields can be customized easily with point-and-click operations. All the workflow rules can be configured and changed using intuitive interfaces. In additional to the GUI and workflow rules, many other settings can be customized or changed to fit project needs or personal preferences.

    Best of all, the customization can be done by functional managers. You do not need to hire expensive consultants to re-program the application to fit your business needs. This will speed up your deployment, simplify the maintenance, and save you money.

  • Does TechExcel CRM support security control?

    Yes, TechExcel CRM provides several levels of security control. First, TechExcel CRM requires each user to pass his or her own authentication, NT authentication, or LDAP password to log in to the system. The user password is encrypted. Second, by defining role-based account types, which are associated with different privileges, users with different account types can have varying privileges in the system. Third, page-level and field-level access control can be enforced based on user account type and issue status. In addition, administrators may enable additional user-identity security checks for compliance or to further enhance security throughout the business process.

    TechExcel CRM Web supports HTTPS as well.

  • Are reports customizable?

    Yes, TechExcel CRM provides dozens of presentation-quality reports all of which can be customized using an easy report interface by the end-user. Also, TechExcel CRM provides a custom report builder so that you can build your custom reports quickly and easily. If you have your own Crystal Reports instance, you can plug them into TechExcel CRM.

  • Does TechExcel CRM track the whole change history of an issue?

    Yes, TechExcel CRM tracks the entire history of the issue life cycle from its inception to its closure. At each stage of its life cycle, changes are recorded about who did what and at what time.

    TechExcel CRM also provides a complete audit trail of all field changes.

  • Can TechExcel CRM be used to manage multiple business processes?

    Yes, you can create an unlimited number of projects in TechExcel CRM to manage different types of issues in different products or businesses. Some commonly used business process configurations include service, sales, marketing, change management, HR, and Internal IT support. The flexible project structure and workflow configuration allow each project to define processes, however, data may also be shared between processes when necessary.

  • Can TechExcel CRM handle email from customers?

    Yes. TechExcel CRM provides workflow-enabled email processing capabilities. It can retrieve emails sent from your customers, auto route them to appropriate engineers based on workflow rules, send auto replies back to your customers, organize your email exchange thread in tree format, auto associate emails with incidents and customers, and manage multiple attachments in emails.

  • Does TechExcel CRM support automatic email notification?

    Yes, TechExcel CRM Email Notification Server automatically sends out email notifications to users based on pre-defined triggers and conditions. Email notifications can be triggered by issue creation or forwarding, status change, field change, etc. There are many types of email recipients that can be selected, including special recipients such as previous owner, and linked issue owner.

  • Does TechExcel CRM support auto routing and escalation?

    Yes. When a new issue is created or an existing issue is forwarded, it can be auto routed to the appropriate user based on their skill level and workload. Issues can also be auto escalated to team leaders along with alert messages if the issues are open too long, past due, or stagnant.

  • Can TechExcel CRM attach multiple files to an issue?

    Certainly. You can attach an unlimited number of files to an issue, and each attached file can support unlimited revisions. Customers can also attach files to issues via the Customer Web portal.

  • Can TechExcel CRM save queries?

    Yes. You can define public or private queries and save them for future use.

  • What databases does TechExcel CRM support?

    TechExcel CRM can use an ODBC compatible database. The most common databases are MS SQL Server, Oracle, and MS Access.

  • How does TechExcel CRM perform for large teams?

    TechExcel CRM is very scalable. Some TechExcel CRM customers only have a few users, but some of our customers have hundreds. No matter if your team is small or large, TechExcel CRM performs.

  • Does TechExcel CRM support international characters?

    Yes. TechExcel CRM has been localized and can process any type of international characters including Chinese, Japanese, Korean, Arabic and Hebrew. In TechExcel CRM Admin, you can also customize the field labels and values using international characters.

  • I currently use another product. Can TechExcel CRM import existing issues?

    TechExcel CRM has a built-in import feature. TechExcel CRM can import data from a properly formatted text file. It can import issues as well as users and assets.

  • I am currently using DevTrack. Is there any integration between TechExcel CRM and DevTrack?

    Yes, You can copy and link issues between DevTrack and TechExcel CRM. We have the best integrated solution for technical support and development teams to work together. The technical support team can use TechExcel CRM Service to manage all the support issues. When an issue is a bug report or enhancement request, it can be copied to DevTrack in the development team's project so that the developers can manage the bug fix or implement the enhancement. When the bug is fixed in DevTrack, the support team in Service can be notified automatically.

  • Can TechExcel CRM integrate with other applications such as ERP?

    Yes. By using the LinkPlus module, TechExcel CRM can be integrated with any 3rd-party application. LinkPlus is an API (COM or Web Services based) that is sold separately from TechExcel CRM and allows integration of existing third party applications.

  • What types of licenses TechExcel CRM offers?

    TechExcel CRM supports fixed and floating (concurrent) licenses. A system may support a mix of both fixed and floating license types to optimize license usage.

  • What is TechExcel CRM for Small Business?

    We offer special pricing for small businesses. To check if your organization qualifies for small business pricing, please contact TechExcel Sales at 1-800-439-7782 ext 5, or email sales@techexcel.com.

  • How do I evaluate and purchase TechExcel CRM?

    It is easy to evaluate and purchase TechExcel CRM. Here are the steps:

    • Try TechExcel CRM live
    • Download a fully functional instance TechExcel CRM from our web site
    • Evaluate with your teams
    • Contact TechExcel Support by calling 925-871-3900 ext 4 or email support@techexcel.com if you have any questions or need any assistance
    • Contact TechExcel Sales by calling 925-871-3900 ext 5 or email sales@techexcel.com.

    We accept major credit cards, money order and checks. All prices are in US Dollars.

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