Previous Issue (Volume 1 Issue #2 January, 2001)

First Issue (Volume 1 Issue #1 August, 2000)

The newsletter is also open for users to contribute articles on how they use the software and any unique applications and ways they have used the software.

• Product News – New Web+Center 3.5 Release
• Client Spotlight - IT Support for Basin Harbor Club
• Client Spotlight - Muzak Corporation
• Client Spotlight - Memorial Hospital
• Partner Programs - Reseller Programs and Hosted Web+Center solutions
• Press Desk - Collegis chooses Web+Center for its I-Campus hosted services
• Web+Center User Tips – Cell phone email alerts and Version Upgrades and Product Patches

Web+Center 3.5 is the latest version of the Web+Center web-based Customer Support and Help Desk product from Internet Software Sciences. It can be immediately DOWNLOADED from the Internet Software Sciences Website for upgrading existing systems or installing a new Help Desk.

Version 3.5 offers several enhancements over version 3.2 yet it is designed to be completely upgradable from previous versions.

Version 3.5 Features:

• Scheduled Cases / Preventative Maintenance Scheduler - Cases can be scheduled to be completed by a particular date and time. Scheduled cases can also be set to be repeating, forcing a new case to be open when the old case is closed at a set interval. Special pages show scheduled cases that are Open, Late, or Repeating.
• Group Assignments based on Categories - Cases can now be automatically assigned to specific groups based on a category selection if desired. This feature allows the Web+Center product to be used more easily by numerous organizations (IT support + plant services + Media Group) at a single location.
• New Email Notification Options - Email notification messages have been enhanced for better information organization and configurations. Also, messages now include links to allow customers and techs to click on full links in the email notifications to directly log them into either the Customer+Center or Tech+Center applications and view or update the support case through the web. Techs can now configure an additional Cell Phone notification Email address for getting Email alerts on their cell phone.
• Configurable Text Boxes Sizing - Tech+Center Case History, Summary and Resolution text boxes can be configured to be larger or autosizing.
• Time Zone Options - New options allow servers to be located in different zones than the users allowing multiple site hosting options in different time zones.
• Time Display Option - New configurations allow dates to be displayed in UK (dd/mm/yyyy) or US (mm/dd/yyyy) date formats.
• Time Spent Categories - New features allows one to configure a "Time Spent" category to track and provide supervisor level reports on time spent per case by technicians.
• Many More -Many smaller features providing better view and access to customers, cases and assets.

Basin Harbor Club, (www.basinharbor.com) Vergennes VT
Brian Goodyear, Systems Manager wrote:

"Trying to support over 200 users, spread over 700 acres with only one technician has it own problems, response time to the areas of concerns being one of them. Prior to Web Center +, users looking for status updates had a frustrating time getting an answer between missed telephone calls and untimely emails. It was a drain on productivity for everyone. For years I have looked for a solution that allowed our users not only the ability to report problems and track the progress themselves, but to also access an evolving "knowledge base" in order to troubleshoot their own problems.

With a limited budget I was beginning to believe that I was out of luck, then came Web Center + to the rescue. Rather than having to support yet another client/server application loaded on all desktops, Web Center + allows all users to login to Customer Care+ from any PC with a browser and report problems or submit work requests at any time. Having Web Center + on our intra- website has encouraged users to utilize all the other functions we have made available to them as well. The best part about this product is that it costs us nothing. Since we only have 1.5 technicians, the product is used free of charge.

Web Center+ has changed not only changed the way I support our network, but has allowed me to spend my time on more valuable and productive projects and to preserve my free time for my wife and 9-month-old daughter."

Muzak Corporation
Jeff Kelly, Director of Technical Operations wrote:

" We used to manage support requests with a very wide Excel spreadsheet. In doing so, we failed in process. That is, support cases not fulfilled during a day would be copied to the next day. Occassionally a support case didn't get copied. There was no way to track the performance of our support staff or keep the requesting user in the loop.

The program has been a huge success! It took a little while to retrain the users to use the system; users became accustomed to requesting support verbally or through email. Now that the system has been in operation for about 5 months, we receive very positive feedback from our "customers." They like the way they can submit a request into the system using Internet Explorer. Further, they like receiving email updates whenever a tech support specialist services their case. We have become timely in case fulfilment and organized in the support process. Lastly, I can also receive reports about the support staff to make sure they are doing their job.

Working with Internet Software Sciences has been a pleasure. They are quick to respond to questions and open to suggestions about future enhancements. As a company, we definitely made the right choice when selecting this software solution. "

Memorial Hospital
Gardena, California
Donald Dewar, PC Support, says:

" The Customer+Center has been a great tool for us. We our responsible for both the computer network and the phone system for two facilities that are 18 miles from each other. This is a difficult task as you can imagine for three individuals to cover. We used the Cutomer+Center web application and customized it to be a network web site to attract more traffic to it.

It has been a blessing as it allows our users a way to covey their problems without hunting down one of the three of us. It has also been valuable as a means for automatically following up on issues with the end user as we only have to update the case and it sends an email to them. Thanks for the wonderful product! "

Press Room

Collegis Inc. of Maitland, Florida,, a specialist in higher education computing and technology services, has chosen the Web+Center Help Desk Product from Internet Software Sciences as a component in their I-Campus Solution. After reviewing several Web-enabled Help Desk products, Collegis choose the Web+Center application as part of their I-Campus suite of hosted Web-enabled applications.

Collegis currently is working with various colleges and universities throughout the United States. Combined these institutions have operating bugets of over 2.5 billion dollars and enrollments of over 400,000 students.

For more information on Collegis, Inc. and their I-Campus Solution and their complete hosted technology solution for colleges and Universities, check out their website at: www.collegis.com .

ISS Partner Programs

World Wide Reseller Programs
Internet Software Sciences has launched a World Wide Reseller program for Web+Center resellers, system integrators and 3rd party vendors. We already have authorized resellers in the US, Canada and Africa. For a complete list of Authorized resellers, please check the Authorized Reseller List available from the Partner page. To become a reseller, click on the Partner Page link.