The new Web+Center 4.0 has several new features including:
• Case Escalation - A case can automatically be escalated if it has not been updated by a tech within a set interval. Numerous escalation configuration options can be configured to control when and which new or existing cases are escalated. Cases that are escalated have options to perform group reassignments and automatic email notifications to selected managers.
• Customer Surveys - An optional web-based customer survey can be automatically emailed to the customer when a case is closed. Web-based survey builder tool and results viewer are included to help provide feedback on the effectiveness of your support organization.
• Calendar / Scheduler - A comprehensive event calendar / scheduler event is now included with the Tech+Center and Business+Center components. Techs and contact reps can schedule individual and group events for meetings, events, support cases, and customer conferences.
• File Download Options - An optional File Download feature allows customers and or Techs the ability to download a file with a support case and to share that file with techs and customers.
• Optional Case Text Fields - Up to 10 case text fields with labels can be placed on customer and or Tech case forms for short open ended questions.
• Language Configurable /Internationalization - Every label and button graphic on every Web+Center application page can quickly be customized or internationalized by editing a few label definition files or common graphics files.
• Time SpentReports - An extensive set of new Time Spent reporting functions are available to create time accounting reports based on customer, company, and tech.
• Consistent User Interface - Upgrading to the New 4.0 release will hardly be noticeable to the Customer or the Technician. The 4.0 design includes the same set of buttons and basic interface options as the 3.5 release providing a smooth transition for all of the Web+Center users.
• Many more features - This version includes many other enhancements to the Web+Center software, better security, password encryptions, and more web-based configurations.

Before any Web+Center version is certified for production releases and customer upgrades, an extensive beta program testing is performed. If you wish to participate in the Web+Center 4.0 beta testing and evaluation program, please refer to the Web+Center 4.0 Beta Program Download and instructions page.

There will be two beta releases. Web+Center 4.0 Beta 1 release will NOT include any Web+Center database migration scripts to prevent existing users from upgrading with this beta release. The second beta will include the database migration scripts.

The Web+Center 4.0 version is designed to allow existing Web+Center 3.5 systems to upgrade to the new 4.0 Database structures and application code. The database migration scripts have been left out of the Web+Center Beta 1 release to prevent existing users from upgrading at this point.

Web+Center User Spotlight Outsourced IT Support

Colorado Information Technologies (www.coinfotech.com), Colorado Springs, CO
Robert Sanders
Network Engineering Services

At CIT we support a diverse range of clients with varying information technology environments and problems. It is not unlike having a huge Wide Area Network where the users really don’t talk to one another. Add to that, one network engineer may need to fill in for another after not visiting a client site for over a year.

We found that communication and documentation problems were causing our level of service to fall below the standards CIT had set for our clients during our first 20 years of business. Our goal was to insure the client knew that we were aware of their IT problem, what we had done to resolve their IT problem, or what activities were planned or pending in response to their needs. The boss said he wanted to know, and wanted our clients to know, the status of all engineer dispatches by the following day.

Web+Center was one of many solutions we examined and it has fit the bill. Customers are pleased because they know what was done before the engineer leaves their site. The boss is happy because informed customers aren’t calling complaining about bills, having forgotten why the engineer was on site in the first place. The engineers are happy because we can see what’s been done at a site instead of having to ask the customer what it was we did on our last visit.

As a reseller we have put Web+Center into some of our larger client locations to enable them to manage tasks they can do in house. This gives us a clear history of their problems and actions when we go on site in response to enterprise issues.

Web+Center User Spotlight Full Service Accounting Firms

Web+Center at Brown Smith Wallace LLC

Web+Center's generic approach to Help Desk/ Sales CRM / Work-order tracking software is being used by clients world wide in a variety of market applications.

One of the applications is IT support for Full Service Accounting Firms. Brown, Smith Wallace (www.bswllc.com is a full service accounting firm located in St Louis, MO.

ISS offers a world wide Web+Center Reseller Program for those interested in marketing and reselling the Web+Center product to customers anywhere in the world. With the new Internationalization options available with the 4.0 release, resellers will have an opportunity to create country/language specific versions of the software. There are currently 18 resellers in US, Canada, UK, Austria, Africa, Asia, and South America. To find out more about the ISS partner programs and authorized Web+Center resellers, please click on the Partners Link on the Internet Software Sciences website. For a complete list of authorized Web+Center resellers and system integrators, click on the Reseller List link on the partners page.

These resellers are authorized to sell the product and offer Web+Center consulting, configuration and support services. Some resellers offer Internet Hosting services for the Web+Center product for those requiring a hosted Web+Center solution.