Automated Disaster Recovery

Be ready 24/7 for the worst of disasters.  Your customers will never be asked to call back due to a network outage.  “Full Service All the Time” can be your motto.  Continue serving customers even when your network goes down with Nitro CRM’s built-in automated Offline Mode. 

Real-Time Analytics

Your Supervisors and Agents will know how they are performing all the time.  An issue can be rectified on the spot.  Real time performance management is the answer to managing service, not pulling a report after the fact.   Closing tickets within the specified time that you committed to with your customers is critical to your success.  Empower your team with the visual foresight to better manage their time.

Rapid Response CRM

Instantly improve your contact handle time up to 35%*.  Designed from the core for speed.  Your customers will never hear comments about a slow system.  Unlike traditional online applications there is “no click and wait”.  Upload or download files and continue working.  Navigate to a new screen without losing information.   You can even edit right inside a field without opening it. 

Real-Time Dashboard

Visual queues focus your help desk team on achieving service levels.  Never miss a call-back or have a ticket go overdue.  With the dynamic dashboard directly in everyone’s view - all the time - service level will improve.

Automated Supervisor Escalation

Ensure Supervisors are always automatically informed of pertinent information they need, when they need to see it.  The Supervisor sees the entire team’s activities and is alerted real-time in the Supervisor’s Real-Time Dashboard.

Escalation to 2nd Level Support

Increase efficiency within your workforce by leveraging the power of tiered support.   Your 1st line support, the front-line team, will be able to instantly escalate a challenging case to a designated queue or a specific person with the required skill-set.  Automatic E-mail notification will inform a mobile team member.

Business Process Automation

Set your priorities and your Service Level Agreements and then let Nitro CRM’s Help Desk Workflow Engine do the rest for you.   With the automatic, yet customizable, Help Desk Workflow Engine you will actually be able to leverage the power of automated workflow and avoid the stressful nightmare of common workflow software.

Customize to fit your Help Desk

Get up and running in minutes with the easy-to-use, drag and drop, Configuration Tool.  Your Nitro CRM canned help desk system is ready for instant use and customization for complete alignment to your business process.  Example: For quick categorization of problems and resolutions, you have an unlimited number of linked drop-down-lists.  When your processes evolve, simply use the built in Configuration Tool to customize again - with no down time.

Knowledge Management

Increase first-call-resolution and never lose knowledge when staff turns over.   From step-by-step issue and incident resolution instruction to product details, brochures, and links to your intranet.  Your Nitro Knowledge Center will empower your team and your customer to resolve issues on-the-spot.  Fully customizable and adaptable such that you can flag an item to be viewable to both your customer and the internal team or the internal team only.

Reporting Package with export to Excel

Run reports from any screen on any data within your system. The number of reports is limitless.  Export to Excel to analyze your data even further.  Instantly export to Adobe (PDF) for files you want to distribute with read-only capability.   Reporting is intuitive with the reporting icon at your fingertips within every screen. 

Management Console

With a simple glance, you can monitor the key metrics of your help desk.  Visual information such as workload trends and service level will keep your fingers on the pulse of your team.  Be ready to answer the important questions to your Executive team in seconds.

User Friendly Interface

Designed by help desk experts, Nitro CRM displays all information within one screen.  Time is not wasted navigating for hidden screens in the background.   With a consistent look and feel across the entire system, your training will be simpler and faster.  You will have a feature rich system that is intuitive and easy-to-use.  “Elegant” and “clean” may sound nice in the show-room, but help desks processing hundreds of transactions a day need tools at their fingertips and information within full view. 

Remote Access

Anywhere, anytime, internet not required.   If you are mobile, there is no need to synchronize, Nitro CRM will automatically update information whenever an internet connection is available. 

Asset Management

Protect your assets with accurate record keeping of purchase dates, serial numbers, actual asset photo, warranty, original invoice, and user manuals.  Retaining one more laptop per year could easily save you over $2,000.00.

Customer Web Portal

Reduce your overall labour costs by staffing to meet the needs of an online queue, versus a telephone queue.  Empower your customer with online Self-Help tools directly from your Nitro Knowledge Center.  Significantly reduce calls that relate to simple product information and trouble-shooting.  Your customer can also open a ticket online directly and follow-through to completion.

Upload/Download Attachments

A picture says a thousand words.  Your Knowledge Center will display visually appealing screenshots, product brochures, and any file such as: Word, Excel, Adobe, JPEG, etc.  A file can be attached to any ticket, activity, customer profile or bug/enhancement.  An email can be saved within the ticket for accurate communication tracking.  Your customers will appreciate the ease of use of your Knowledge Center’s how to instructions with pictures.

Call Logging to track 100% of calls.

Increase your team’s efficiency by avoiding duplicate efforts amongst your team.  Accurate record keeping and tracking all customer contacts, electronic or voice, are hallmarks of outstanding customer service.

Contact Centre integration

Collaborate with your customer service team to provide a 360 degree customer view.

Business Integration

360 degree company-wide view fully customizable for each department.  Help Desk, Call Center, Sales, IT bug tracking, Quality Assurance, and even Research and Development can leverage the power of team collaboration and gain a complete view of your customer.  The entire company can be up and running in minutes.