It’s no secret GWI Software has been aided in its success because of the direct input from customers on new features they wish to have developed into our products.  As we look to the evolution of c.Support’s feature set in 2008, we’d like to take this time to field new features you’d like to see developed.  As always we appreciate your input and interest in GWI Software and c.Support.

ITIL doesn’t tend to be a one size fits all solution. For some organizations it adds an undesirable level of complexity, while for others it’s a welcome step-by-step guide to the best IT practices ever written down. In talking to our clients we find that many are simply adopting one or two books, while others are implementing all and then some.

Three questions:

How important is ITIL to the overall strategic direction of your business?

If not all, what portions are the best fit for your organization (e.g. problem, configuration or change)?

What is your timeframe for implementing an ITIL process?

In addition to feedback on the product, we would also like to hear what you think of the new community site. Is it easy to use? Is it useful? Informative?

As with most sites, features can be adjusted to fit changing needs. You will see things changing here as well. Based on your input, and as the site grows, look forward to more functionality.

We occasionally get requests for custom reports, and most of the time we are able to just add them in the shipping product. However, we know that customers also have the skilled staff to write the reports themselves, and not have to wait for the next release.

The downside to this is that GWI then is not aware of what could be a great addition to the built in reports. We could take a stab and bloat the list of reports, or you can tell us about your custom reports.

And how about reports on Surveys or Archives? Are you finding that reporting on those modules is sufficient or that you are needing to write a bunch of reports for those two modules yourself?

The technology is out there - is it practical in the call center to be able to use your hand held device for working tickets? If so, in what capacity? If you were able to get a list of your assigned ticket some basic information about them (caller, location, description, phone for example), is it enough to be able to update work history and change the status? Or would it be critical to do more advanced features?

Also, what kind of devices are in use in your environment?