IDS Saves Customer's Reputation
Ron Phillips, Vice President of Monarch Bay Software describes how he solved a problem that would have eventually damaged the company's excellent reputation. Monarch Bay Software's HelpTrac is a help desk management system that tracks problems and solutions, and prioritizes tasks. Ron Phillips, VP at Monarch Bay Software ran into a problem. "We had been using a third party component to E-mail in our help desk package. That vendor stopped fixing bugs, adding enhancements, and stopped supporting their product. More and more of our customers were reporting problems that we could not resolve. We expected this to soon lead to poor references, loss of sales, and damage to our own excellent reputation." Phillips decided to switch to Intuitive Data Solutions' universal E-mail component IDSMail. "Once IDSMail was put into our system all of the E-mail problems we had been experiencing were eliminated."Help requests and outbound resolutions can be E-mailed from within HelpTrac. HelpTrac originally supported the VIM, MHS, and MAPI protocols. By switching to idsMail, HelpTrac's E-mail offering now includes the SMTP/POP3 and Banyan VINES protocols. Phillips explains that "IDSMail provided all of the E-mail capabilities that were promised and undelivered by the other vendor, plus more."
Outsourcing E-mail connectivity saves money and reduces development time, but the task cannot be accomplished without vendor support. According to Phillips "The IDS support staff helped immeasurably and were at our beck and call. I highly recommend IDSMail because of the ease of use, the support and the ongoing enhancements."