AboveCRM – Altilogix

AboveCRM

AboveCRM is the ideal ITIL-based Service Center management tool for your Customer Care Center or Technical Support Center (IT and hardware resources). Completely bilingual and LDAP-compatible, AboveCRM is available in Cloud mode, is 100% Web-based and is offered at a very affordable price.

full hosting service (optional): If your technological infrastructure is already quite busy, or if you don't have the time or resources to take care of it, you can have it hosted and supported by an AltiLOGIX SOC2 and ISO27001-certified partner . No servers or licenses to acquire, AltiLOGIX takes care of everything, i.e. complete hosting of the application and its database. All your users need is a browser and Internet access with AzureAD authentication. Daily backup is also included, as are other à la carte cybersecurity services.

AboveCRM main components :

A Ticket management module (incidents, service requests, change requests, problems, etc.) with multiple fully editable extra fields;
A variable matrix module for Configuration item management;
A Q & A (questions and answers) available on the Web for all your users who are likely to need your helpdesk services. The content can also be edited;
A KB (knowledge base) that enables your technical staff to benefit from the expertise of an entire team and a lifetime of technical support, so you can count on a "corporate memory" without having to reinvent the wheel for every job. You can even attach additional documents, such as procedures, policies, sketches, contracts, forms and more.
An email or web-based ticket delivery module allowing anyone, connected or not to your Intranet or to your portal, but have access to the Internet, to report an incident to your Service Center at any time of day;
A search module that makes it one of the most powerful tools, with completely variable selection of fields, search criteria and sort order, plus export to Excel, making it a powerful report generator;
Several pre-configured reports are also available, and can be run on the basis of multiple criteria. You can also produce your own reports using the search engine, or ODBC access to the database and to SQL queries, or with the help of a report generator such as Crystal Report for example;
A highly secure Access Rights Management module that allows the system administrator to decide on access rights for each category of user; 6 security levels are already pre-configured, and you can add as many as you like. You therefore have total control over the access granted to users in the various fields and functionalities of AboveCRM;
A Parameter management module which, on the one hand, makes it possible to set default values of the application and to manage, on the other hand, all the choice lists;
A Label management module that allows you to modify all labels of fields and messages used in the application, in both English and French;
An audit trail appears at the bottom of the entry/update screen, providing a history of all interventions affecting a ticket;
Mass emails to AboveCRM users and reminders to technicians.

AboveCRM main features :

Highly intuitive and easy to use, it brings together all the information relevant to a service call (incident or problem);
Ticket transfer and assignment with email notification for every intervention;
Automatic or manuel incident entry submitted by email, as well as a response to a notification;
Automated assignment of tickets to a group or technician, and possible reassignment to another technician;
AzureAD authentication with 2FA;
No limit on the number of users (technicians or not).

Users group

In addition to offering you a solution whose functionalities can be adapted to any type of centralized or decentralized technical support center (IT, electrical engineering, maintenance, municipal, etc.), AltiLOGIX also enables you to participate actively in the improvement of the software, thanks to an annual user group to which all AboveCRM customers and users are invited. During the User Group, you will have the opportunity to influence the content of the next release, and to decide on the priority to be given to improvements in the next version of the software (the User Group is usually held in June of each year, while the new version is released in the following 6 months).

Multiple AboveCRM installations at low cost

AltiLOGIX allows you to have several services and/or departments using a single AboveCRM database (for the needs of the IT and Material Resources departments, for example).

A 100% Web-based platform that's quick and easy to deploy

All you need is a server running Windows Server 2016 or 2019 operating system software and a SQL Server 2016, 2017 or 2019 database. Since installation and configuration take less than 45 minutes, you'll be up and running in less than 90 minutes!

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