This page provides information about the SaaSWizard features.
Please see the Specifications page for a
detailed description of the ASP services and an overview of the
product architecture.
While Workflow automates the flow of control from department to department, the Business Rules engine automates backend processes and interaction with other enterprise systems. For example, it might send an alert if an urgent issue has been left standing for too long, or distribute reports and notifications necessary for regulatory compliance.
Creating a business rule is easy with the wizard driven interface.
Rules can be triggered by real-time events, time intervals or a combination of conditions.
Integration with the GUI, API and Email systems provides power and flexibility.
The system understands that different rules and assignments need to apply at different times for organizations that operate across multiple time zones with distributed suppliers, sales and support organizations.
Business rules can interact directly with other business processes or third party databases, trigger emails and update system data.
It is like having a dedicated staff that works 24/7 to keep your business running smoothly. Each of your business goals are implemented precisely, without human errors or cost.
For example, you no longer have to worry about issues dropping through the cracks when someone goes on vacation, the system can automatically re-assign and provide pro-active notication of issus that have been dormant for too long.
Fully configurable alerts and escalations notify your staff to ensure that SLA requirements are met
Charts show the amount of time that issues were assigned to individuals or teams and whether or not SLA requirements were met. Reports and History provide a detailed breakdown of how long the issue spent in each stage.
Make it quick and simple for staff to tackle issues in the right order using Finish and Next. With just one click, this button saves the changes to the current ticket and opens the next one in the list, while the Finish and New buttons saves the current issue and opens a new one.
Charts, reports and dashboards provide a wealth of graphical feedback. There are
too many charts to list here, but they include charts showing lead conversion rates, sales projection, the number of outstanding requests, the rate at which
issues and requests are submitted on an hourly, daily, weekly or monthly basis,
the severity of tickets, the average time taken by staff members to
resolve problems.
An unlimited number of additional custom charts may be defined and the default charts modified
in a couple of minutes each using the wizard driven browser interface.
Trend charts and reports show how your company is progressing and provide the business intelligence you need to judge the impact of strategic decisions.
Automatic asset discovery is supported through WMI integration, allowing automatic capture of whatever hardware, OS and softare information you need from the user's PC.
Supervisors and/or staff can be notified by e-mail of newly submitted tickets or particular situations, such as response times exceeding specified limits or new tickets assigned to them. Escalation rules are unlimited and easily customized.
For example, an alert triggered by system monitoring script may automatically alert your staff and customers of critical problems and keep them apprised of the resolution status.↑ top
Self Registration
SaaSWizard supports self-registration to eliminate the burden of manually creating new users. Once registered, users can submit tickets via web forms and check the status of existing issues, without taking the time of your staff.
The ability of users to self-register can be
enabled or disabled with a couple of mouse-clicks.
You may embed user names and passwords in HTML strings to allows users
to login to SaaSWizard with a single mouse-click.
The same HTML
string may contain the page to which the user is returned on exiting
SaaSWizard. It may also specify which screen should appear first, such as the New User Form,
the Search screen, the Novice Welcome screen etc.
Incoming e-mail can be popped from multiple email accounts to automatically generate different kinds of records and send immediate confirmation to the sender in regular text or full HTML format.
For example, the sender might receive the above confirmation message.
SaaSWizard provides for both automatic and manual generation of outgoing
e-mail messages in plain text or HTML format. These messages can contain variables such as the users name ($Name in the example above) that are automatically substituted into the text.
To avoid the problems of email communications and ensure that all transactions are fully logged, the Workflow and Business Rules engine can generate automatic hotlinks as part of outgoing emails (see sample email above) that can log the user back into the individual record:
These hotlinks may also be configured to set specific fields and take the user to your choice of URL when he has finished.
Auditability is critical for government compliance and it is fully supported in EnterprpriseWizard through automated tracking of all record changes.
Not only is the full history available, but a snap-shot of the record as it existed at any point in the past can be obtained with a single mouse click.
Any kind of user activity can be tracked with the desired level of granularity and the results displayed as graphical charts, HTML reports or Excel spreadsheets.
Each issue or request is tracked by a user-defined set of criteria and
an automatically assigned ID.
This ID is available as soon as the record is created, so your staff can provide the ID to customers as soon as they call. (By comparison, many systems do not provide an ID until the record is saved, so customers are forced to wait until all the fields have been entered before they can get a reference number).
The integrated Full Text Search (FTS) engine provides a fast natural language search capability with synonym support, to assist staff and end users in finding the information they need, in the database and in attached files.
Advanced searches with complex logic are easily defined or customized using a Saved Search GUI that supports parentheses, variables and global values. For example, the above search took less than 1 minute to define
Multi-language support allows your sales, support and marketing organizations to provide 24/7 support and services worldwide.
You do not have to choose between languages, the product can be accessed in multiple languages simultaneously, with all messages, wizards, status reports and field labels automatically provided in the language of the user's browser, or chosen manually.
Users can be given easy access to standard answers via an FAQ interface that is fully integrated with the knowledgebase and the customizable look and feel provides a seamless experience with the rest of the web site.
Custom tables and web forms, each with the full power of
SaaSWizard reports, charts, escalation rules, custom fields and
workflows can be created using your browser in just a few minutes.
For example, the above web-form and associated table for managing project tasks, was created in just 25 minutes.
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Custom Table Relationships
Custom relationships between tables can be created with equal ease to precisely model and automate business processes within and across departments.
Multi-tab input forms provide a clean and intuitive interface. Naturally, you can create new tabs and move fields from one tab to another with the drag and drop editor.
A completely custom interface can be created using tools such as DreamWeaver or Fusion. Simply insert XML tags for dynamic elements such as a tables, status messages, login block and let the wizard generate the content for you.
The colors, fonts, graphic images and style of the default SaaSWizard interface can be modified through the Look and Feel wizard without writing a line of code.
The Look and Feel editor allows you to create multiple simultaneous custom brandings, so that each of your customers can be greeted with a look and feel that matches their corporate standard.
Custom choice tables can be created, modified or deleted using the
point and click interface, and the system default choice tables can be
modified in exactly the same fashion.
SaaSWizard can be customized through the modification of fields,
templates, scripts etc while it is on-line. So your 24/7 service is
never interrupted.
Unlike products that force your company into the
'tract house' of a fixed database schema, the SaaSWizard schema adapts
to meet the exact needs of your company with custom fields and custom tables and custom relationships between tables.
You can even create custom relationships to external databases and dynamically display those external fields within SaaSWizard
Our API's provide everything you need to integrate SaaSWizard with your in-house systems, and if your staff is
busy we provide a full range of consulting, integration and custom development services.
Custom business logic and intelligence can be added to SaaSWizard through custom scripts that are invoked when records are created or modified. Data is transferred to these scripts through the XML transport layer and the scripts themselves may be written in languages such as Perl or Java or the language of your choice.
The REST interface provides a clean and easy integration method when the full sophisication of WebServices is not required. The REST interface supports the essential CRUDS operations of Create, Read, Update, Delete, Select.
This allows automation of actions from external agents such as user forms, Javascript/AJAX and external programs.
In addition exchanging data and integrating systems through the the Perl, Java, REST and Web Services API's, data files in ASCII, XML or Excel format can be scheduled for automated import/export at times of your choosing.
SaaSWizard can import and export data in standard, tab-delimited ASCII,
or proprietary formats for the exchange of information with database, spreadsheet, contact management and word-processing applications.
Full integration with LDAP and Microsoft Active directory is supported to eliminate the overhead of maintaining user accounts on multiple servers.
LDAP users are treated exactly like regular users with group access permissions and configurable mapping between user fields and LDAP attributes
Configurable Password Controls
Extensive options are provided to configure password security.
Group Security Permissions
The admin can define precise access to menu items,
records and specific fields within records for each User Group.
Standard groups include admin, staff, registered users and unregistered
users. An unlimited number of additional groups may be added as needed,
and the permissions for the default groups may be easily modified.
The admin can define precise record level access permissions.
SQL search based permission provide sophisticated permission structures such as "Allow resellers to view issues submitted by their customers, but not the customers of other resellers"
The admin can also define permissions for access to individual
fields within a record.
In the above example, users in
the selected group can View the Assign Date field in
records that they own, but they cannot set
(Create) this field value
in new records or Edit it in their own
records. They can View it in other people's records
but cannnot Edit it in other people's records.
It takes
just one mouse click by the administrator to change
any one of these permissions.
It all comes together for your customers with a simple Web interface for users that makes it easy
to submit requests and upload or download patches, updates, or other files. Further, this interface can be provided in a different look and feel to each of your customers- a look that matches their corporate web site.
