Black Box 4/BlackBox.cdr/textinfo/geminitx.arj/GEMINITX.HLP

Clarion Help | 1991-08-27 | 29.7 KB | 568 lines

MINFOBASE
 General Information
  As you would expect, you can go back
  and look at the solutions to previous
  calls at any time.  You can display
  them by customer name, support engineer
  assigned, or chronologically.  The
  KeyWord Search facility allows location
  of calls on specific subjects.
  For each call you can view the date
  and time of each related conversation,
  who spoke to whom, and the details
  of the discussion.
$ More
MINFOBASE
 General Information
  As you would expect, you can go back
  and look at the solutions to previous
  calls at any time.  You can display
  them by customer name, support engineer
  assigned, or chronologically.  The
  KeyWord Search facility allows location
  of calls on specific subjects.
  For each call you can view the date
  and time of each related conversation,
  who spoke to whom, and the details
  of the discussion.
$ More
MINFOBASE
 General Information
  As you would expect, you can go back
  and look at the solutions to previous
  calls at any time.  You can display
  them by department name, support person
  assigned, or chronologically.  The
  KeyWord Search facility allows location
  of calls on specific subjects.
  For each call you can view the date
  and time of each related conversation,
  who spoke to whom, and the details
  of the discussion.
$ More
MCALLS2
 Call Tracking
  When a call is logged, Gemini records
  the date/time, company and contact
  details, and subject of the call.
  The system is designed for 'real-time'
  use, so that this information can be
  entered quickly while the customer is
  on the phone.  A fast table-lookup
  allows the company details to be
  confirmed by typing just the first few
  characters of the company name.  The
  contact-name can be similarly recorded
  by entering only the persons initials.
$ More
MCALLS3
 Call Tracking
  When the company/contact calling is not
  in the database, this information
  can be IMMEDIATELY added, without
  having to exit from the Call-Log screen.
  Call History
  For each call (problem), an unlimited
  number of call history (conversation)
  items can be kept, each including date,
  time, names and detail.
$ More
MCALLS4
 Call Tracking
  Even while a new call history record is
  being entered, a single keypress allows
  the details of previous conversations
  on the same subject to be viewed on
  screen.
  Call history may also be used to log
  a conversation with another party such
  as a supplier or a colleague, so that
  the detail of that conversation may be
  kept in context with the original
  support call.
$ More
MCALLS5
 Call Tracking
  Calls by Company
  A list of all outstanding calls for
  any particular company is immediately
  available.
  Calls by Support Person
  Similarly, a list of calls assigned to
  any individual member of staff can be
  shown on screen, sorted by the date that
  the next contact is due.
$ More
MCALLS6
 Call Tracking
  KeyWord References
  Calls may be tagged with any number of
  defineable KeyWords, so that they
  may be easily located in the future
  (and the information contained in the
  call history used to solve further
  problems).
  The KeyWords references for a call can
  be changed at any time, even whilst a
  new call history record is being added.
$ More
IINDEX
 Call Tracking
  Over time, the records kept about
  previous support calls become a
  valuable database.  This information
  can be used to:
 Monitor performance
 Improve products and services
 Charge customers for support given
 Solve new support calls more quickly
$ Index
M001
 For Dealers/Re-Sellers
  Customers are becoming more demanding.
  Their choice of supplier is based not
  only on price and delivery, but on the
  company's ability to provide efficient
  and effective Technical Support.
  Gemini tracks your support calls and
  helps you respond to them in a timely
  fashion.  In addition, it helps you
  store and locate the reference material
  needed to solve the problems.
$ More
MDEALER2
 For Dealers/Re-Sellers
  Improve the service you provide to
  your customers.
  Technical Support departments are
  becoming more and more overworked!
  Each month brings new products, and the
  products become more and more complex.
  Tighter profit margins mean that the
  department must be leaner - fewer
  people, faster moving and more
  resourceful.
$ More
MEU2
 For End-Users
  Improve the service you provide to
  your users.
  As companies extend their use of high
  technology, the load on the in-house
  support team increases.
  Extra terminals and PC's, and more
  complex systems to support means the
  department must be more responsive and
  resourceful than ever.
$ More
MENHANCE2
 Planned Enhancements
  The following features are planned for
  the next major release of the system
  (expected around December 1991).
  Support Contracts, Chargeable Support
  Including contract details, renewal
  notices, invoice generation etc.
  FAX Gateway Support
  Allowing direct FAX transmission from
  call handling screens.
$ More
IINDEX
 Planned Enhancements
  Multi-Site Module
  Gemini installations in different sites
  will communicate with each other,
  automatically updating each database
  with calls, InfoBase items, customer
  and staff records.
  This will allow incoming calls to be
  re-directed to another site, and
  centralised update of InfoBase data.
$ Index
M003
 For End-Users
  Gemini tracks your support calls and
  helps you respond to them in a timely
  fashion.  It allows you to record
  common problems and their solutions,
  and thereby identify needs for better
  training or improved systems.
  In addition, Gemini allows you to
  store and locate the reference material
  needed to solve the support problems.
$ More
G e m i n i
Technical Support Software
Press ESC again to exit
or ENTER to re-start.
For further details contact:
     Superstack Software
Tel: (UK) 0734 89
Fax: (UK) 0734 894618
FDEALERS
FMANUFACT
FENDUSERS
PPRICE
ASS
 General Information
For Dealers/Re-Sellers
For Software Houses/Manufacturers
For End-Users
Pricing Information
About Superstack Software
GGENERAL
CCALLS
IINFOFUNC
RREPORTS
OOTHER
PENHANCE
 Index
General Information
Call Tracking Functions
InfoBase Functions
Reporting Functions
Other Information
Planned Enhancements
MINFO3
 InfoBase
  The InfoBase can be used to track:-
 Reference manuals
 Known Fault/Bug Reports
 Technical Bulletins
 Technical Diagrams
 Text captured from servcies such
as Bulletin Boards etc.
$ More
MINFO4
 InfoBase
  Each record in the InfoBase includes
  a document name, description, and
  type.  Each may be tagged with any
  number of KeyWord References, using
  the same master KeyWord list used for
  referencing support calls.
  The document format may be either
  'external' or one of any number of
  'internal' formats.
$ More
MINFO5
 InfoBase
  External Documents
  An item such as a manual, newsletter,
  written report, disk, etc. would be
  recorded in the InfoBase with a unique
  identification number that could be
  used to locate the item.  Thus the
  InfoBase and KeyWord search facility
  may be used to quickly locate an item
  without having to operate a complex
  manual filing system.
$ More
MINFO5A
 InfoBase
  Internal Documents
  Information contained in text, WP or
  graphics files, and even other data-
  bases can be similarly referenced.
  A file format code tells Gemini what
  PROGRAM to use in order to display
  the file.  For text files, Gemini has
  a built-in viewer program that allows
  multiple-word context searches to be
  performed, so that relevant portions of
  the file can be quickly located.
$ More
MINFO5A
 InfoBase
  Graphics Files
  Gemini's built-in image viewer handles
  standard PCX files, or its own PCL
  format.  PCL files are libraries
  containing multiple PCX images with
  text descriptions.
  Pictures in a PCL library can be viewed
  individually or browsed sequentially -
  useful when represeting some physical
  operation with diagrams.
$ More
IINDEX
 InfoBase
  In effect, Gemini's InfoBase function
  makes it possible for all kinds of
  reference material to be made available
  to the support person without him having
  to leave his desk.
  Even where such online information
  systems are already in place, Gemini's
  ability to run external programs allows
  it to provide a consistent front-end
  and KeyWord reference facility to
  existing disimilar systems.
$ Index
MINFOBAS3
 General Information
  InfoBase
  Gemini helps you track and locate all
  this reference material.  It has a
  built-in text file viewer with powerful
  search facilities, and can execute
  external programs such as Word
  Processors and graphics file viewers.
  Similarly, it can work with other
  database and HyperText systems that you
  may already be using.
$ More
MSUPENG
 General Information
  InfoBase
  Retrieving items from the InfoBase is
  performed using the same KeyWord Search
  facility used to locate previous
  support calls.
  Over time, the system builds into
  a mine of referenced information,
  enabling you to solve new technical
  problems more quickly than ever before.
$ More
MINFOBAS2
 General Information
  InfoBase
  Solving a technical problem is sometimes
  a matter of knowing the answer, but
  very often it simply requires knowing
  where to look!
  The department probably has a vast
  library of reference material, manuals
  and software, plus information held in
  text or WP files, graphics files and
  other databases.
$ More
MINFO2
 InfoBase
  Solving a technical problem is sometimes
  a matter of knowing the answer, but
  very often it simply requires knowing
  where to look!
  The department probably has a vast
  library of reference material, manuals
  and software, plus information held in
  text or WP files, graphics files and
  other databases.
$ More
PINDEX
G e m i n i
Technical Support Software
  Gemini is a new software package
  for  use  in  Technical  Support
  departments of Dealers, Software
  Houses, Manufacturers, and large
  End-Users.
Press ENTER for Index
For further details contact:
     Superstack Software
Tel: (UK) 0734 89
Fax: (UK) 0734 894618
M002
 For Software Houses/Manufacturers
  Improve the support service you provide
  to your customers, and capture valuable
  information which may be used to improve
  your products.
  Gemini tracks your support calls and
  helps you respond to them in a timely
  fashion.  In addition, it helps you
  store and locate the reference material
  needed to solve the problems.
$ More
MOTHER2
 Other Information
  Multi-User
  Gemini is fully multi-user, and supports
  Novell and all major MS-DOS compatible
  network operating systems.  In a multi-
  user environment, certain on-screen
  information is updated automatically,
  allowing 'real-time' monitoring of the
  overall situation.
  Gemini has proven to be highly robust
  in a network environment, even in the
  event of a complete file-server crash.
$ More
MOTHER3
 Other Information
  Microsoft Windows
  Gemini can run under Microsoft Windows
  (versions 2 and 3) as a DOS program.
  Quarterdeck DESQview
  Gemini includes some DESQview specific
  functions for enhanced operation under
  DESQview.  These include the ability to
  trigger external programs in separate
  DESQview windows.
$ More
IINDEX
 Other Information
  System Requirements
  IBM PC/XT/AT or PS/2 or 100% compatible.
  MS-DOS/PC-DOS Version 3.0 or above.
  435K of available conventional memory.
  Hard disk or network.
  CGA, EGA, or VGA colour monitor (some
  'grey-scale' monitors are also suitable)
$ Index
IINDEX
 Pricing Information
  Gemini is priced according to the
  number of concurrent users required.
  It is available either as a one-time
  license fee plus annual support
  contract, or on a quarterly rental
  scheme.  Multi-site discounts and
  unlimited-use licenses are available.
  Evaluation
  A full feature evalutation version of
  the system is available for a nominal
  charge.
$ Index
MREPORTS2
 Reports
  Gemini provides both immediate on-screen
  statistics and fully detailed printed
  reports.  Full reports may also be
  viewed on screen if required, or even
  directed to a text file and stored as
  an InfoBase item for future reference.
  Whilst several general purpose reports
  are included with the system, the
  Report Generator allows any number of
  different customised reports to be
  designed and produced.
$ More
MREPORTS3
 Reports
  Quick Statistics
  The statistics function gives a snapshot
  of 'how its going'.  Call totals and
  responsiveness figures are given over
  the current week and month.
  Figures for individual staff and system
  totals are displayed.  These may be
  used for targetting and monitoring of
  the support operation.
$ More
MREPORTS5
 Reports
  Call Print
  From the Call Handling screen, a print
  of the current call history can be
  quickly produced.  This gives company
  name and address, conversation dates,
  times, and detail.
  This report is particualarly useful
  where a site visit is to be made, so
  that the visiting engineer can be given
  a full written report of the problem
  history.
$ More
IINDEX
 Reports
  Other reports include:
 Call breakdown by company/engineer
 Call breakdown by group (e.g. product)
 Call time spent/cost analysis
 Engineer time spent/cost analysis
  These reports may be modified, or new
  reports designed using the Report
  Generator package.
$ Index
MREPORTS4
 Reports
  Configurable Codes
  Various codes exist in the system which
  can be customised as required.  This
  makes it possible, for example, to
  run a report by geographic area, using
  your own standard codes to represent
  each area.
  Another example would be a code for
  product group, allowing a reports of
  calls relating to specific products.
$ More
IINDEX
 Superstack Software
  Superstack Software is a division of
  Superstack Ltd - a software house and
  consultancy operation specialising
  in PC Network applications.
  Please contact us regarding:
 Bespoke development
 Network and application consultancy
 Other Superstack Software products
$ Index
MSUPMGR
 General Information
  For the Support Person
  Gemini tells you who you've got to call
  and in what order.  It reminds you of
  the conversations you've already had
  on the same subject, and of course
  tells you the contct name and telephone
  number.
$ More
IINDEX
 General Information
  For the Support Manager
  Gemini helps you maximise customer
  satisfaction and the efficiency of the
  department.  It can tell you which of
  your customers is costing you the most
  time and money, and produces statistics
  by which your staff can be targetted
  and measured.  The Report Generator
  allows you to produce summarised
  information specific to your
  requirements.
$ Index
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