The main expense of support is the time it takes to determine what hardware and software was running on a computer at the time of a support request or a system failure. Help desk staff and field technicians can spend hours working with users to determine the root cause of failure.

Data Capture: ProductivIT's intelligent agent software reduces that time to virtually zero. The non-invasive agent sits in the background on individual PCs and notebook computers. When a user requests support or the computer registers a software or hardware failure, it instantly takes a snapshot of all the parameters of the computer at that time. When the computer is connected to the Internet, at the click of the mouse it sends that snapshot to a central support database. Support professionals or the PC users themselves can then use ProductivIT's web-based tools to find out, in plain English, what the failure was and how to fix it.

Improve your customer support experience Significantly reduce support costs Cut response times in half Achieve a rapid return on investment Manage and report on service level agreements (SLAs) Automatically track and report on assets

Seamless Process: ProductivIT creates a seamless workflow between the help desk, field technicians, contractors, end users and management. Through automated procedures and the web-based portal, ProductivIT establishes a clear communication channel for everyone involved in service delivery. As soon as the ticket or request is received at the portal, the user is sent an email notification indicating that support is on the way. At the same time, the support team will be notified and can start resolving the problem.

Cost-Cutting: With ProductivIT, you will greatly improve the user's support experience while significantly reducing your costs to deliver. In fact, many clients achieve ROI in as little as six months. And, because ProductivIT is a hosted service, with all data stored on ProductivIT's secure, centralized web-based portal, there are no additional hardware requirements for customers to purchase. Combine this with the low entry price and the ProductivIT solution can't be beat.

One-Click Ticket: Users can bypass time-consuming calls to a help desk number by simply clicking on an icon in the system tray to submit a request for support (ticket). When activated by the user, ProductivIT captures the entire state of the desktop within a few seconds and sends this along with the request to the help portal - no forms to fill out!

Instant Discovery: The help desk receives complete, context-specific information about the problem, the user and every technical detail regarding the hardware, software and exact state of the machine at the time the problem was reported.

Manage Service Levels: ProductivIT's reporting capabilities allow you to measure the effectiveness of your support team, manage service level agreements and use historical information to create new technology and business standards.

Asset Management: ProductivIT lets you to track an asset from installation through retirement. You can schedule regular inventories or collect asset information as necessary. The asset discovery will find out all the details about the asset including software licensing issues.

Branding and Customization: Both the ProductivIT agent and the web portal are completely customizable. You can brand the product and the text to make the portal your own.

Low Training and Customization Cost: Because ProductivIT is so easy to use and install, there are no costly implementation or training charges. Most customizations and training can be completed in as little as one day, with the most complex taking a few days more.