VTLS Introduces New Global Support System
Blacksburg, VA – VTLS Inc. is proud to announce its new Global Support System. VTLS prides itself on excellent customer service, and with the new system, VTLS further enhances its support services to customers worldwide. The new Global Support System utilizes two VTLS products, VITAL and Visualizer, in conjunction with two open-source products serving as the Customer Care System (SugarCRM Inc.) and the content management system (Joomla).
The VTLS Global Support System replaces the VTLS Information Management System that has served the company for several years. Based on a Customer Care System repository using VITAL, this database allows VTLS customer support staff to easily track and work to address customer questions. The VITAL repository stores all the support information including release notes, user documentation, technical instructions, helpful hints, and other useful items.
VTLS’ faceted discovery tool, Visualizer, enhanced with the VTLS Knowledge Base, allows customers to search for Technical Service Requests (TSRs) on any topic, whether their own TSRs or those from other customers. There are facets for customer, type of request, software version, platform, product and subsystem, among others. Customers can easily find out if other VTLS customers have requested service for a particular issue, and discover how that issue was addressed. They can also track their own TSRs and follow their progress from initial entry to final resolution.
Tracy Labbe, Cumberland County Public Library, declared, "I really like the TSR creation. Viewing the TSR is much easier than the old system. I like how the knowledge database works too."
Aly Badr from the RERO Consortium agreed, stating, “The facet search in the Knowledge Database is appreciated a lot."
Vaughan Public Library’s Marilyn Guy was pleasantly surprised. “We like it. It is much easier to enter a record - in fact, it was so easy the first time I did it, I wasn't sure I'd actually added it correctly!"
In future phases of the Global Support System, VTLS will add other improvements based on customer requests, such as streamlining the way customers pick up their software.
"We have officially launched our Global Support System with a superior form of development providing an intuitive application,” says Sandy Boone, Director of Quality and Customer Service. “We are excited about creating this system that links VTLS Offices and Customers around the world. Customer feedback is very positive and we look forward to further enhancing functionality over the next few months."