PhaseWare Tracker Review - why 5 stars?

PhaseWare Tracker Review
ITQlick Score: 78/100
ITQlick Rating: (5/5)
Pricing: 4/10 - average cost
Category: Help Desk -> PhaseWare Tracker
Ranking:Ranked 69 out of 208 Help Desk systems
Company: PhaseWare Inc.
Pricing: starts at $50 per user/month
Typical customers: SMBs
Platforms: Desktop, Cloud
Links: PhaseWare Tracker pricing, PhaseWare Tracker alternatives
Shlomi LaviShlomi Lavi / updated: Sep 30, 2021

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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.

What is PhaseWare Tracker rating? ()

The rating of PhaseWare Tracker is 5 stars out of 5 and the total score is 78 out of 100. The ratings are based on our unbiased experts. Learn more in our rating methodology page

Who are PhaseWare Tracker's typical customers?

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

Is PhaseWare Tracker the best Help Desk?

PhaseWare Tracker is ranked 69 out of 208 software in their category (Help Desk systems).

What are their 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 are PhaseWare Tracker's pros? (5 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

What are PhaseWare Tracker's cons? (2 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

Who are their main alternatives?

Some of the main competitors for PhaseWare Tracker are Freshdesk and Kayako.

Freshdesk is a cloud based help desk management system. It supports multi-channel customer support including web, mobile, email and social media along with the full ticket management cycle. The product also provides customer collaboration through community forums and self service portals with knowledge base enquiry. Additionally there are APIs for interconnection with other applications, and gamification to encourage support agents to compete for best customer service awards that will include recognition and bonuses as well.

PhaseWare Tracker on the other hand provides a similar customer support solution with a help desk and self service center. However it also includes an event engine with business rules to trigger actions automatically based on a series of events. These rules can be designed to support service level agreements, workflow process monitoring metrics, as well as automated ticket tracking to alert on long resolution times or escalation needs.

Kayako on the other hand provides a multi-channel support system that includes a knowledge base which suggests possible solutions as queries are made for quicker resolution. The product also includes support process workflows as well as customer surveys to gauge satisfaction levels. Additionally there is mobile device access for agents to continue to address help desk issues remotely.

In comparison PhaseWare Tracker provides product customization options and is available as a hosted solution which can be deployed at the customer’s site or in the cloud. There is also a billing module to handle price support packages or per incident payments as per the customer agreements in place.

What is the cost of PhaseWare Tracker?

The cost of license starts at $50 per user/month. On top of the total cost of licenses which is easy to calculate - what is the REAL total cost of implementation? You need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 4 out of 10 (10 is most expensive). Find here the REAL total cost breakdown for PhaseWare Tracker

What should you ask PhaseWare Inc. during a demo session? (65 questions)

Schedule a demo with PhaseWare Tracker and access 65 must ask questions for the vendor while watching PhaseWare Tracker in action.

List of categories

Billing & Invoicing
Document Management
Banking CRM
Casino CRM
Complaint Management
Customer Relationship Management
Customer Loyalty
Customer Service
Customer Success
Feedback Management
Healthcare CRM
Help Desk

List of features

Asset Management
Billing and Invoicing
Contract Management
Customer Survey
Email Integration
Incident / Request Management
Knowledge Base/FAQ
Self Service Portal
Service Level Agreements
Support Ticket Tracking
Contact Management
Customer Database
Customer Self Service Portal

PhaseWare Tracker Vs. Alternatives

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$14 per user/month
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$97 per user/month
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$25 per month

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.