Midrange Stuff, OS/400 Edition

There's no sense in denying it: Web-based customer self service is a killer application. Wherever companies need to cut costs while improving response times, you will eventually find a Web-based customer-self-service application. And it only makes sense that technical support personnel get in on the action, too, which is what the new product announced last week by SoftLanding Systems, called ExpressDesk, lets them do.

SoftLanding developed ExpressDesk to provide relief to help desks and technical support teams that are struggling to deal with the mounds of incidents, problems, and complaints reported by users. The technical support team's first priority is to serve the users, of course, but nobody would argue that it's an efficient use of their time to repeatedly answer the same questions.

ExpressDesk provides users with two things: answers to common technical questions and another way to interact with the help desk. It does this by providing users with a Web-based self-service interface to Helpdesk, SoftLanding's client/server help-desk application, which comes bundled with its flagship TurnOver suite, and by keeping users in the loop during problem resolution, via e-mail.

ExpressDesk gives users Web-based access to a "Q&A knowledge tree," a collection of commonly asked technical questions. This knowledge tree is based on WiseDesk, a "decision tree" application that comes with Helpdesk. Each corporation must populate these knowledge bases themselves, for their particular applications. The ExpressDesk Web site can be run out-of-the-box, or it can be plugged in to a corporate Web site or an intranet template, SoftLanding says.

If the user does not find an answer to his problem on the knowledge tree, ExpressDesk lets him report the problem to the help desk, from a Web browser. At every point during the problem resolution, ExpressDesk e-mails updates to all of the people involved. Users also can track the progress of their requests over the Web, without tying up technical support, which is now free to concentrate on more important things.

On the technical support side, ExpressDesk provides structure to the problem resolution process. The software lets the help desk personnel search the Q&A knowledge tree, track the progress of the resolution, and mark the task as closed. If tech support personnel can't answer the question, or if the resolution may involve software changes, the task can be forwarded to other resources. ExpressDesk also features escalation queues that help the technical support team keep response times within corporate standards and service level agreements, and it features other goodies, such as automated time tracking for billable hours and assisting management in finding problem areas within applications and training levels.

Another key feature of ExpressDesk is its integration with TurnOver, SoftLanding's software development management suite for OS/400 and other platforms. Errors or bugs reported by users to the help desk through ExpressDesk can be automatically put into the TurnOver change management system for resolution. Change management issues flow smoothly between ExpressDesk and TurnOver because they share the same iSeries database, SoftLanding says.

ExpressDesk is an optional plug-in to TurnOver, which is a requirement for ExpressDesk. ExpressDesk requires OS/400 V5R1 or later and TurnOver 5.3 or later. Pricing starts at $7,500, which gives you the core ExpressDesk module. For $10,000, you get ExpressDesk and an unlimited number of Helpdesk seats. For more information, go to www.softlanding.com.

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TRAILBLAZER SYSTEMS

ZMOD Exchange EDI-INT connects you to all your trading partners.

Wal-Mart, UCCnet, Meijer, Lowe's, Food Lion, Dollar General, Ace Hardware, Target, The Home Depot, Linens 'n Things, Michael's Arts & Crafts, Do It Best, Menard's, Aafes, and more. They all have learned how easy and secure it is to make EDI connections directly on the AS/400.

ZMOD Exchange EDI-INT was written in C and C++, specifically for the AS/400, to provide the highest efficiency, speed and easiest implementation. It fits right into your environment. Unlike other EDI-INT solutions, ZMOD allows you to run secure EDI-INT transacting in your existing network infrastructure without putting private keys and unencrypted data in your DMZ. You save money and configuration time by reducing the need to rework your network or write bridging processes.

With ZMOD Exchange, your EDI-INT transacting can take place securely in your LAN right next to the EDI translator. Security is ensured since no data or keys are accessible by intruders. TrailBlazer Systems went the extra distance by writing its own clients and servers for EDI-INT transacting. What does that mean for you? It means our EDI-INT server can run wherever you want, like behind your firewall. However, for those who wish to stop incoming transactions in their DMZ, ZMOD comes with an AS2 server for your DMZ that only stores encrypted AS2 transactions. Those transactions can either be retrieved by or redirected to your EDI-INT software in your LAN.

ZMOD Exchange EDI-INT comes with a suite of AS/400 based E-Commerce tools.

ZMOD Exchange EDI-INT:
· Run your EDI-INT directly on the AS/400
· Secure transactions behind the firewall for ultimate security
· Eliminate network changes by using firewall navigation tools
· Integrate transactions directly with any EDI translator
· Support AS1, AS2 and UCCnet requirements

For more information, visit us at www.trailblazersystems.com/ms