PhaseWare Tracker Review - why 5 stars?

Shlomi Lavi / updated: Feb 12, 2022

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What is PhaseWare Tracker?

PhaseWare Tracker is a powerful customer support management application. Its features include issue tracking & ticket management, time tracking, complaint management, as well as Service Level Agreement (SLA) compliance and knowledge management.

Founded in 2005, PhaseWare the company behind the Tracker software is a leading provider of customer service solutions optimized for small businesses and SMEs. Based out of McKinney, Texas the company has developed a suite of solutions to integrate support management and customer service, with an event engine designed to map business rules to manage the complete support delivery process.

Who is it best for?

PhaseWare Tracker is a solution designed for the SME market and is meant to be cross-industry, as well as available in both an on-site and cloud based deployment.

It is ideally suited for those companies seeking to manage customer service and support through a help desk. PhaseWare Tracker enables companies to better manage their business processes, reduce operational expenses, and significantly increase the effectiveness and quality of customer service and support, thereby improving customer loyalty.

PhaseWare Tracker is a good solution for those companies interested in IT service management best practices and are looking to better manage their IT services effectively while improving response times.

The product is backed by a responsive support and consulting service team to provide small businesses a good choice for those wishing to see a rapid return on investment.

Its Customers include Dexter & Chaney, American Messaging, Friedrich Software Resources, Lenders Title Company, KimmelCorp and Innovations Group

Main features and functionalities

PhaseWare Tracker provides a solution that helps businesses to achieve their goals in customer support delivery. It brings all the information required for the IT service desk staff into one single package that includes full lifecycle ticket management from incident reporting, problem resolution, change management and service level agreements.

The product provides an Increased First Call resolution rate with powerful search tools and knowledge base support. Additionally there is provision for multi-channel customer interaction such as phone, email and web chat for incident logging and management. The software offers easy customization to meet business requirements, as well as automated workflows to map internal business processes.

Another strong point is the Service Level Management module that allows your business to track internal response rates against multiple service level goals to ensure quality monitoring and better customer service. Finally reporting and analytics are one of PhaseWare Tracker’s strongest features with an in-built report designer, analytics and detailed audit trails to monitor and manage your support management team.

What is the actual cost?

The cost of license starts at $49 per user/month. ITQlick pricing score is 4 out of 10 (10 is most expensive). Access ITQlick pricing guide for PhaseWare Tracker.

Pros

• PhaseWare Tracker is provided as both an on-premise and cloud solution
• The product has powerful reporting and BI tools together with dashboards to monitor the support management process
• There are built-in APIs in PhaseWare Tracker for integration to external systems
• You can increase First Call Resolution rates for common problems with a detailed knowledgebase and strong search facilities
• It can help provide higher quality of service to customers by ensuring compliance to defined SLAs

Cons

• The product is designed specifically to meet the demands of the SME market
• PhaseWare Tracker does not handle onsite support options and is focused on remote support
• Social media integration and collaboration is not available as part of the solution
• It does not have any asset management solution
• There is no feature in PhaseWare Tracked for customer email campaigns and surveys

How it stacks up?

Access a head to head analysis of PhaseWare Tracker vs alternative software solutions.

Frequently Asked Questions (FAQs)