Client Central

A secure, ISO-certified Software as a Service (SaaS) platform, which at its core offers customer support and knowledge management capabilities.

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Client Central is a secure, ISO-certified Software as a Service (SaaS) platform, which at its core offers:
Support

Customer support
capabilities via ticketing

Knowledge sharing

Knowledge sharing via workspaces

LMS

An embedded Learning Management System (LMS)

Dashboards

Dashboards, reporting and Service Level Agreement management

We have been leveraging this solution as EPI-USE Labs’ own support platform, and as such it is being actively developed and used by over 14,000 users to date. We welcome the opportunity to work with you and deliver delightful support and service experiences for your customers.

Workspaces

Workspaces are logical areas which relate to a specific service, product or community that you want to collaborate on.  Workspaces are flexible and can contain one or more of the following components:

  • CC_QM_Home Page
  • Ticketing
  • Downloads
  • Videos
  • Knowledge Bases
  • Forums
  • Suggestions
  • Widgets
  • A Learning Management System (LMS)
Workspace Management

Administrators of workspaces can control access and visibility. This can be configured to be publicly available, or controlled by inviting specific:

  • Accounts - including all users of a specific account to have access to a workspace
  • Users - inviting specific users to have access

More fine-grained content access can be provisioned within the underlying workspace, by determining whether an account is a registered user or customer. A common example is only offering downloads to specific users or accounts if they are a customer.

Ticketing

Managing customer support requests is the main purpose of Client Central. The ticketing framework is highly customizable and can deliver a sophisticated automation solution. While it is possible to configure custom flows, the Client Central team will implement a basic ticketing flow as a starting point.Ticketing

Ticket configuration

To support a variety of scenarios, Client Central provides a mechanism to configure Tickets behavior. This includes:

  • Ticket types, which can be configured by customer type
  • Statuses for various ticket statuses e.g. open, escalated to development etc
  • Priorities to identify the severity of tickets and to be used for allocating service level agreements and rules
  • Custom Fields which offer custom classifications which can be included
  • Rules for implementing ticket automation
  • Buttons which provide easy access to custom features which might be commonly needed

The combination of all these configuration features make the Client Central solution extremely flexible, and easy for agents and customers to use.

Knowledge bases

The knowledge repository is a workflow-driven content management system that can be controlled through roles. Approvals ensure the content passes through a quality review before being published for client consumption. Knowledge bases are linked to and configured per workspace, allowing you a flexible setup based on the purpose and needs of the specific workspace.

Knowledge Bases

Content management and workflows

Access to the Knowledge base content creation is driven by roles, which are configured per account in Client Central, so can be flexibly designed. All content submissions are sent to content approvers to review.

Multi-lingual support

All articles are created in the default language of the author, but translations can be added and maintained. If an article is not available in the end-user’s preferred language, the default article language is displayed to the user.

Videos and downloads

The Client Central platform supports the uploading of videos and providing support for downloading large files. It uses a global content delivery network (CDN) to ensure experience is optimized for users globally.

Video Downloads

Like Knowledge bases, videos and downloads are configured via the workspace, and associated roles are provided for the management of these components.

Video management features

Videos can be tagged and either uploaded directly, or linked to a popular video hosting platform (Youtube, Vimeo, Wistis). Videos can be rated, and associated thumbnails and metadata can be included for improved searching and tagging. Attachments such as associated presentations can be included with the video submission. Setting visibility of who can see the video is also controlled granularly.

Downloads

Like video downloads, these can be organised and categorised into specific folders for management and control. Externally accessible links can be created for download sharing “outside” of the Client Central platform.

Need more information?

Please contact sales@epiuselabs.com for more information. 

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DSM for IS-U

Content pending

DSM For Oil & Gas

Content pending

DSM for Public Sector

EPI-USE Labs works with a great number of public sector organizations, and has specific capability to handle test data management needs for organizations in this sector. Object Sync seamlessly manages multiple employment contracts, and Grants Management and Funds Management have dedicated objects for copying test data on demand for those complex testing situations.

DSM for Bank Analyser

Organizations leveraging the Bank Analyzer solution from SAP can now carry out lean system refreshes with Client Sync on the Bank Analyzer system whenever the backend system is being refreshed. The post-processing in Client Sync automates around two days of manual effort normally required after a system copy for Bank Analyzer test systems.

DSM for Insurance

DSM contains specific objects and functionality for the Insurance industry, including the ability to copy FSCD data on-demand for a specific Business Partner or Contract Account. ICM and Claims Management data is also covered.

DSM for Retail

For over ten years, DSM has catered for the demanding needs of the Retail sector for test data on demand and lean testing client provisioning. Complex document flows are supported out of the box, with the ability to extend for non-standard configuration. Challenging data to recreate for testing can easily be replicated, including site data, article hierarchies, listings and assortment modules.