JusticeTrax Inc. Adopts WebEx Services for Internet-based Meetings and Customer Support

JusticeTrax Inc., a Phoenix software company specializing in case management solutions for forensic laboratories and medical examiners, has signed an agreement with WebEx Communications, Inc. to provide Internet-based customer support and on-line meetings. JusticeTrax is using two WebEx Communications services, WebEx OnCall for interactive support and WebEx Meeting Center for Web meetings.

JusticeTrax Inc., a Phoenix software company specializing in case management solutions for forensic laboratories and medical examiners, has signed an agreement with WebEx Communications, Inc. to provide Internet-based customer support and on-line meetings. JusticeTrax is using two WebEx Communications services, WebEx OnCall for interactive support and WebEx Meeting Center for Web meetings.

Using WebEx¡¦s OnCall suite of permission driven services, JusticeTrax¡¦s customer support specialists can share files, observe customers while they use their PC, demonstrate tasks or even take temporary control of a remote PC desktop. Clients can participate in a support session from any machine with an Internet connection.

WebEx Communication¡¦s OnCall solution offers numerous benefits over pure telephonic support:

„b   Sessions are interactive; you can observe as a process is performed and then take control of the application to reproduce an action or event.

„b   Clients can demonstrate a software challenge in an application to the support specialist and then grant permission for them to troubleshoot potential problems ¡X or refuse them that permission and instruct the specialist to walk them through the fix. All the while, the client and a JusticeTrax support specialist will be looking at the same screens at the same time.

„b   Customers can receive immediate assistance designing a report template with a member of our support team in real time.

"WebEx allows us to see the actual steps and screens leading up to the original problem or issue, so this far outweighs asking customers to send us a screen shot of the original problem." states Kamron Fakrieh, JusticeTrax¡¦s Vice President of Customer Support.

In addition to customer support functions, the WebEx Meeting Center service also provides for on-line training classes, multi-client meetings, enhancement consultations, and new product demonstrations.

The benefits to prospective customers using WebEx Meeting Center are similar to those offered by the WebEx OnCall support service. Most important is that they can now receive immediate information from a member of JusticeTrax¡¦s sales or support team. Also, attendees can join a meeting from multiple locations simultaneously. Without the need for scheduling a demonstration in advance, prospects get the information they need when they need it.

¡§To provide better service, JusticeTrax recently started using an exciting Internet tool, the WebEx Meeting Center. With this tool, we can provide interactive, real-time eMeetings over the Internet. ¡§ says Kevin Ryan, National Accounts Manager for JusticeTrax Inc.

Best of all, the WebEx services are easy to use. JusticeTrax customers simply: contact our help desk or sales staff by telephone or use voice-over-IP, access our WebEx-enabled Internet site, and join the desired meeting or support session using the session ID number provided by the JusticeTrax team member conducting the meeting or session.

¡§It is anticipated that the WebEx OnCall service will decrease some support issue resolution times by as much as 50%. The WebEx Meeting Center will pay for itself with the savings we recognize by decreasing our sales and support related travel expenses.¡¨ says Paul M. Tracy, JusticeTrax¡¦s Senior Vice President of Operations.

Implementing the suite of WebEx Communications services tools is just one more method JusticeTrax is using to enhance the customer support and sales experiences for both client and prospect laboratories.

About JusticeTrax Inc. ¡X JusticeTrax, Inc. is a full service, vertical market software company whose sole business is the design, production and support of forensic case management software. Our firm provides a complete range of pre and post-sale services, including systems design, custom software development, implementation, training and technical support. JusticeTrax is an employee owned, privately held corporation with annual revenues of $2.4 million. JusticeTrax products are used in some of the most sophisticated crime laboratories and medical examiners¡¦ offices in North America. With over 2000 users, JusticeTrax is an industry leader.

For additional information, please visit the company¡¦s website at www.justicetrax.com