CENTIUM CRM is the only solution that focuses on both sides of your IT Service Desk success, the back-end (help desk), which makes your IT staff more effective at providing world-class support, and the front-end (self-service center), which focuses on the satisfaction of your end users, and providing them with guidance to help reduce the number of tickets they create.

An end-user self service desk allows your end users access opening and checking the status of tickets with your service desk

• Automated Routing - Directs e-mail automatically based on the workloads and availability.

• Workfl ow of routing - Provides a workfl ow system to approve all outgoing mails.

• Consolidated Emails - Consolidates e-mail in a central repository and provide mechanisms to view, reply, and search existing messages. Views e-mail Conversation.

• Email Recipient Status Update - Get to know expired email addresses, gets reports on how many are delivered and how many are read.

• KPI & SLA Measurement - Measure every single KPI, SLA and response time in the whole Email lifecycle!

• Fully Web based - All binaries are hosted on one machine.

• Intuitive and easy to use - Your users will be up and running within minutes.

• Template responses - Pre-defi ned standard responses allows a consistent, professional reply to common customer inquiries that conform to corporate policies, which greatly increases the productivity of your employees.

• Built-in spell checker - Using a built-in spell checker hels your users avoid any miss-spelt words.

• Message disclaimers - Automatically inserts messages disclaimers and policy statements to any outbound email.

• Manual & KPI based routing – The routing be done manually by any supervisor OR by KPI.

• Reporting Wizard – Reporting Wizard to confi gure a new report based on Template.