BridgeAccess

Bridge Access is available in the Professional Edition of BridgeTrak Suite .

Why a Web-based Customer Self Service Solution

BridgeAccess is a innovative help desk software tool enabling your customers to perform simple, self-help customer service tasks via the Web.  BridgeAccess has far reaching benefits to your help desk including increased customer satisfaction and reduced service time logged by help desk agents.  

The Benefits of BridgeAccess
(Benefits to both your help desk and your customers!)

• Provide immediate access to your help desk right from your customers' desktop.  
• Control costs by reducing the number of phone calls your help desk agents must answer by enabling others to enter their own issues.  
• Reduce the number of new issues by providing self-help options such as giving read-only access to your Knowledge Base.  
• Reduce the number of "status" phone calls by enabling others to check on the status of their issues without calling your help desk.  
• Reduce issue resolution time.  
• Increase your help desk operations to 24/7/365 without adding to your help desk staff.  
• Increase customer satisfaction!  

How the BridgeAccess Customer Service Solution Works

BridgeAccess is part of BridgeTrak Suite help desk software.  Your central database of information (issues and Knowledge Base) resides within either the Web or Windows core application.  Help desk agents will also manage all issues from within the core program.  

BridgeAccess provides a customer interface to your help desk.  It has the "look and feel" of a standard Web page giving customers a comfortable setting to navigate.  Customise the issue entry form your customers will use.  Help Desk administrators can designate which of the existing or custom fields will appear on the submission form.  Issue fields may be defined as (1) Required, (2) Read only or (3) contain Default values.  

The look is customisable too !  Display your company name, logo, and contact information.  Hyperlink to your company website.

Through a standard internet connection and browser, an unlimited number of users can: Register as a new user.  

• Define their own Login and password, login with ADX account, or the Help Desk defines a Login ID and password and the User is required to change their password at first login.  
• Reset their own password without help desk intervention.  
• Automatically receive an issue tracking number.  
• Enter new issues (which will then be verified by a help desk agent) and update those issues.  Even attach files to issues.  
• Check on the status of their issues.  
• Access your public Knowledge Base (read-only) for solutions to their problems.  
• Perform queries on their issues.  

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