Punch! Software turns to askSam for Web-based Tech Support System

By Stuart Cohen, Director of Partner Programs, Punch! Software, LLC

We needed a solution for managing technical support inquiries. On-line support is the only support option that would work, so an easy-to-use and flexible system was required. Another additional requirement was to create an integrated knowledgebase to allow support inquiries to be used for content in knowledgebase articles.

During development, we decided to streamline the product rollout procedure by implementing a web-based bug tracking system as well. Due to the company's workflow, the system needed to be functional but not add a big data management load on the team. To that point, bug tracking had been done using spreadsheets and text documents. The challenge was to provide a much more streamlined solution while keeping it simple.

Punch! Software explored other bug-tracking and technical support systems. Most of the tools available are either too complex or their simplicity crippled their flexibility and ability to be customized.  We decided to choose askSam. The amazing free form search capabilities just seemed to make sense. We would want the ability to mine information from the database and search through the data in an unstructured way. askSam's search capabilities were perfectly suited for that. And with the SDK for customizing it to our special needs….it was the absolute best choice.

The support solution provided a web-based technical support system that tracked inquiries by support incident and allowed for back and forth discussion regarding a specific incident. Selected support queries were cued for editing and publishing as knowledgebase articles. The bug tracking system implemented allows for testers to be added with access options, allowing for data safety but also providing easy access to submitting bugs regardless of location.  

The customization

In a word, the solution with askSam is "awesome". The askSam team was amazingly easy to work with. I sent over a written specification for the support/knowledgebase module, and within a few days there was a working prototype. The team was always open to exchanging 'what-if' ideas and quick to integrate changes. When building the bug tracking system, the askSam team shared some of their own experiences to help achieve the exact bug tracking solution to fit our company. We could not have asked for a more dedicated and responsive team working with us.

How it helps our customers

The system is easy to use for customers. A form appears asking a variety of questions including detailed notes about the issue. Once submitted, the user receives an automatically generated email assuring them that the information has been sent.  When the answer to their inquiry is sent it appears as an email that means easy access through their normal communication channels.  If more discussion is needed, a special URL is accessed with a complete history for that support inquiry. This discussion capability means that customers can ask related questions while keeping it organized for later review.

How it helps Punch! Software

Support

The technical support management system built by askSam, provides a manageable solution to providing web-based technical support.  The system is just plain easy to use.  The administration tools provide access to manage support inquiries from any location while maintaining data security.  The system also makes it easy to assign the support management tasks to others as needed.

Bug tracking

The previous process employed by our company was cumbersome and time consuming to use. With the help from the askSam development team, submitting and tracking bugs is now part of the overall process rather than a separate task in and of itself.  Additionally, the CTO can watch over the software defect list from anywhere and at any time.

We love it, and are planning more projects with askSam in the future.

Stuart Cohen

Director of Partner Programs

Punch! Software, LLC

stuart.cohen@punchsoftware.com