About CustomerWise

TechExcel CustomerWise is a configurable software suite for external customer support and helpdesk management that is scalable to organizations of any size. With its integrated CRM, users are able to manage customer relationships throughout the entire customer lifecycle, covering support, sales, marketing and asset management.

CustomerWise helps organizations automate and streamline customer support activities with configurable workflows, process approvals, project management, email notifications, and a searchable knowledgebase. A built-in reporting engine reports on any ticket-level field and time or SLA data.

The platform enables users to create and track tasks within support tickets manually, or based on workflow rules. Users can simply draw a process and select the automation and control rules appropriate for the business. Users can also change the owner or status of a ticket triggered by time-based and field-based criteria for automated escalations. Email notifications notify team members automatically whenever an important event occurs.

CustomerWise features a customer portal that provides access to information and a knowledge base, which enables customers to search for resolutions before submitting a ticket. The solution’s customizable interface tailors news and announcements to different customer tiers, and offers a platform for customers to provide feedback.

Key benefits of CustomerWise

Users can define multiple ticket types with distinct fields and workflows such as support tickets, bug reports, information requests, enhancement requests, and more.

CustomerWise's asset management feature enables users to track what has been sold to a customer by product and license count, as well as manage annual maintenance renewals.

Service engineers can keep track of services and customer budgets, as well as create invoices based on time and effort.

The contract management features enables users to manage contract templates, as well as attach drafts and final contract documents to customer records.

Customer bug reports and enhancement requests can be sent directly to the development team where a status can be recorded and linked to the support ticket.

Devices

Business size

S M L

Markets

United States

Supported Languages

English

Images

CustomerWise scales with the organization's growth, whether its simple ticket management or global enterprise support
The customer web portal enables users to search for resolution prior to submitting a ticket
Service engineers to keep track of services and customer budgets
License and contract management features allows users to track every item sold, including various contracts
View 5 more
CustomerWise video
CustomerWise screenshot: CustomerWise scales with the organization's growth, whether its simple ticket management or global enterprise support CustomerWise screenshot: The customer web portal enables users to search for resolution prior to submitting a ticket CustomerWise screenshot: Service engineers to keep track of services and customer budgets CustomerWise screenshot: License and contract management features allows users to track every item sold, including various contracts

Features

Total features of CustomerWise: 16

  • Alerts / Escalation
  • Asset Management
  • Automatic Notifications
  • Client Portal
  • Configurable Workflow
  • Customizable Reporting
  • Document Templates
  • Escalation Management
  • IT Asset Tracking
  • Knowledge Base Management
  • Process Control
  • Rules-Based Workflow
  • SLA Management
  • Support Ticket Management
  • Task Tracking
  • User Management

Alternatives

Zendesk

4.3
#1 Alternative to CustomerWise
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets...

SysAid

4.5
#2 Alternative to CustomerWise
Transform agent productivity, enhance end-user experience, and drive value across your organization, with multi-layered...

Deskero

4.7
#3 Alternative to CustomerWise
Deskero is a help desk software and support ticket system that helps users manage multi-channel support queries, track...

Giva

4.9
#4 Alternative to CustomerWise
Giva is a cloud-based, HIPAA compliant ITIL help desk software for any size organization. Highly customizable, but easy...

Reviews

Overall rating

4 /5
(3)
Value for Money
4/5
Features
4.7/5
Ease of Use
3.7/5
Customer Support
4/5

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Showing 5 reviews of 3
Craig A.
Overall rating
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

This software has allowed us to manage more customers and their needs with less people.

Reviewed on 18/12/2017

It help make our company better in it support offering to its customers.

It help make our company better in it support offering to its customers.

Pros

Once implemented we developed new SOP that revolved around this system, which allowed us to become more proactive in our customer support, and manage more customer effectively, at any given time.

Cons

I'm not sure I have any issues with the software, other then it being web based, which tends to make it slightly slower, but the positive largely out weigh that concern.

Marcy B.
Overall rating
  • Industry: Business Supplies & Equipment
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Great CRM

Reviewed on 07/06/2017

Easy collab and integration software for CRM

Easy collab and integration software for CRM

Pros

Love the ability to work remotely to collaborate. Easy to use software solution for customer service and support. Definitely would recommend.

Cons

No real cons that i have found so far. Might be a slight learning curve for someone not tech saavy.

Bob S.
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

It's a bit complicated

Reviewed on 15/07/2018

Pros

There are a ton of features that come with this product. Our company has been using it to track help desk incidents for years and recently updated to the most recent version. The newest version is a bit easier to use than the one we had before and we are able to monitor a ton of information.

Cons

The new version is a bit slower than the previous one. Also, I find that trying to locate a specific incident ID is a bit cumbersome. If you don't have all the right filters selected you may not find it, so you have to adjust the filters (open, closed, etc.) until the search finds your item.

CustomerWise FAQs

Below are some frequently asked questions for CustomerWise.

CustomerWise offers the following pricing plans:

  • Free Trial: Not Available

Contact TechExcel for detailed pricing.

CustomerWise offers the following features:

  • Asset tracking
  • Automated escalations
  • Built-in reporting engine
  • Contract management
  • Contract templates
  • Create custom SLA based on unique customer contracts
  • Customer asset management
  • Customer bug reports
  • Customer web portal
  • Define multiple standard SLA’s
  • Email notifications
  • Integration with development teams
  • Knowledgebase and FAQs
  • License and contract management
  • Multiple ticket types
  • Process automation
  • Reporting and analytics
  • Service level agreements
  • Support tickets
  • Task management
  • Task tracking
  • Workflow rules

CustomerWise has the following typical customers:

Small Business, Large Enterprises, Mid Size Business

CustomerWise supports the following languages:

English

We do not have any information about what devices CustomerWise supports

We do not have any information about what integrations CustomerWise has

CustomerWise offers the following support options:

Online Support, Phone Support

Related categories

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