Consona Announces Quarterly Automated Solutions Delivery for its IT Helpdesk Customer Base

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SupportSoft eService Offering Allows Customers to Focus on More Complex Development Activities

Consona Corporation (Consona), a provider of enterprise software applications that enjoy a leadership position across a diverse set of global, niche markets, is pleased to announce a new, complimentary service for its SupportSoft customers in the form of pre-packaged, one-click fixes to common Microsoft® Office help desk cases, such as security and network configuration, increased desktop and services performance, and more.

The fixes, available to customers on a quarterly basis, are part of SupportSoft’s Automated Solutions Kit (ASK) library, which currently houses more than 75 pre-packaged solutions that can be deployed via a live chat, a knowledgebase search, or even directly to a customer’s desktop to automatically resolve common help desk issues in the click of a button.

“As a former customer, I had firsthand experience with the return on investment from SupportSoft’s scripted SupportActions, and it was even part of my job to build them,” said Michael E. Seeds, product manager for Consona’s SupportSoft product line. “Some issues are common across all IT help desks, and bring a great deal of case volume. That’s where ASK comes in. We’re delivering one-click fixes that will reduce and eliminate common call drivers. In turn, our customers can divert their internal development resources to create fixes for issues that are more unique to the application stack they are supporting.”

Seeds added that because Consona hangs its hat on customer-driven development, he is confident the ASK toolset will become more and more valuable to the SupportSoft customer base over time. “We build the features our customers ask for, and who better to listen to than some of the largest IT help desks in the world?” he said. “ASK itself came from customer input—as will each and every fix we add to the kit on a quarterly basis.”

About SupportSoft
SupportSoft eService is a collection of powerful tools, such as web collaboration, e-mail, live chat, and phone support interfaces that provide support technicians with multi-channel consistency across all assisted service channels to resolve common end-user problems. Large IT helpdesks, telecommunications providers, as well as high tech external support organizations have turned to the SupportSoft toolset to take advantage of its differentiated technology that allows the proactive or real-time resolution of complex technical issues directly on an end user’s PC, thus automating the resolution of expensive assisted call drivers.

About Consona Corporation
Since Consona was founded in 2003, we have been in the business of acquiring software applications that enjoy a leadership position across a diverse set of global, niche markets. Consona offers technology and services across the following software application categories: ERP, CRM, knowledge management, eService, network management and product configuration. Consona’s software and services are used by companies of all sizes, ranging from small businesses to Global 2000 enterprises, across a number of industries, including manufacturing, distribution, high tech, help desks, and telecommunications. Our brands include Made2Manage ERP software, Knova knowledge management software, Onyx CRM software, Axis ERP software, Intuitive ERP software, Encompix ERP software, SupportSoft eService software, Compiere open source ERP software, Service Gateway network management software, Cimnet ERP software, DTR ERP software, Relevant ERP software, and our Product Configurator software. For further information, visit, e-mail info(at)consona(dot)com, or call (888) 8 CONSONA.


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Mitch Briggs
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