Waterbury, Conn. (PRWEB) February 23, 2009
QScend Technologies, Inc., today introduced several new features to its QAlert Municipal CRM software, which places the product at the forefront of citizen service request management and 311 call center solutions. Web-based QAlert now includes such features as a full-blown knowledge base, fully customizable reporting and charting, and a citizen self-service center.
"The combination of flexibility and power makes QAlert a dynamic product for municipalities and counties of all sizes," said QScend President Keith LeBeau. "QAlert can be implemented as a full 311 call center solution or in a decentralized environment in which several departments may be entering non-emergency citizen issues.
"Governments can choose to use QAlert in its simplest form, grow their citizen service initiative step by step, or launch QAlert to its fullest power right away," added LeBeau. "That's the beauty of our municipal CRM system. It can grow to fit the needs of any customer."
In the company's latest release of its QAlert Municipal CRM System are:
> Knowledge Base: Share your organization's knowledge, procedures, and information. Using the product's OneScreen™ view, your call center personnel can quickly and easily access a variety of articles related to service request types. Your responders and decentralized call takers also have this key information right at their fingertips.
> Citizen Self-Service Center: Drawing from the knowledge base, municipalities can implement a citizen self-service area to enable citizens to search through questions and answers and articles before they submit a service request online. Organizations can implement this feature just as an FAQ area as well. In addition, municipalities can choose to turn on the citizen account feature to allow account holders to review the progress on their existing service requests, as well as provide updates to those issues.
> Customizable Reporting: Department heads, managers, and administrators can create the exact type of report or chart they need to do their jobs and make important asset, financial, and personnel decisions. Every report can be scheduled for email delivery in a variety of file formats, or emailed by users to users and non-users alike. Reports and charts can by created from scratch or by editing the existing system reports.
"We offer an affordable, yet powerful solution," said LeBeau. "While many municipalities are spending multiple millions of dollars just for hardware and software, in these tough economic times, municipalities can dramatically improve their citizen service efforts for far fewer dollars than they may think."
With QAlert, citizen service requests or complaints are entered by city staff or citizens themselves. Each entry is automatically assigned a ticket number and instantly routed via e-mail to the department responsible for handling the request. Citizens can be notified each time an action is taken, or just when the service request has been addressed and is closed.
QAlert, which can be integrated with a variety of work order and asset management solutions, fits seamlessly into QScend's suite of e-government software. It can also be implemented on any Internet site, regardless of the content management system of software in use.
About QScend Technologies, Inc.
QScend Technologies (http://www.qscend.com) is an industry leader in web-based software solutions and services for municipalities. More than 3,000 QScend product users access the company's series of "Q" products for a variety of citizen service related functions, including website content management, electronic newsletter distribution, citizen service request management, and 311 call center functionality.
Located in Waterbury, Connecticut, QScend Technologies was the first company to relocate into the city's Information Technology Zone. The company also provides custom website design, application hosting, and e-mail solutions for its customers.
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