“Cynergy Help-Desk-Software has allowed us to become more professional and to increase profit and accountability overall.”
TJ Cannemela, President of StormPro Max™ Software
The Elusive Piece of Paper
StormPro Max™, begun in 2004, is the developer of a web-based compliance software for stormwater which is used to manage storm water sites, permits and inspections 24 hours a day, 7 days a week, anywhere there is internet access. StormPro Max’s complete database allows easy referencing of reports, maps, permits, pictures and any other information that government agencies may request. It provides quick, reliable information on demand to agencies that require complete yet concise data demonstrating compliance with stormwater laws and regulations. As the health of the environment increasingly becomes a public issue, many organizations are responsible for assuring that all efforts are made to comply with EPA stormwater standards.
To log requests and track issues, StormPro Max relied on printed e-mails and handwritten notes from phone calls. However, once the customer base increased to double digits, that tracking system became difficult to handle. The pieces of paper got lost, too dirty to read, or simply forgotten. President TJ Cannemela turned to a popular Microsoft® business management application, but found there was no capability to track calls and responses in it. As long as they only needed a list of customers, it worked fine, but that was only the beginning of their needs.
Interface and Streamline the Processes
TJ was determined to find software that incorporates Customer Relationship Management (CRM) with their Tech Support Tickets. When he found Cynergy, he was excited to discover how simple it could be to interface CRM with Tech Tickets. Cynergy Contact Manager brings all the company’s clients together in an organized database while Active Ticket easily tracks issues and manages customer requests.
This not only simplifies the entire process, but allows the company to charge for hourly tech support and deduct it from the customer’s account. “My decision was made because this streamlines each process and gives us another profit center,” TJ says.
In the past, StormPro Max would simply answer questions or build reports on their own time because they had no way to track the time that was spent on each customer’s requests. Now they have their developers clock in on the ticket and when they finish work for the customer, they clock out on the ticket – and the invoice is generated for the customer. This allows StormPro Max to be able to sell blocks of tech support time and know Help-Desk-Software Streamlines Processes at StormPro Max™ “Cynergy Software has allowed us to become more professional and to increase profit and accountability overall.” TJ Cannemela, President of StormPro Max™ Software that the customer is getting exactly what is requested.
“One of the best features of the Cynergy software is that the Ticket notification module of the web-based-software can be incorporated to e-mail the company and the customer to keep everyone in the loop,” according to TJ. “Cynergy has allowed us to become more professional and to increase our profit and accountability overall.”
Responsiveness Leads to Improvement
As times and needs have changed, TJ has taken concerns and ideas to Steve Davidson, President of Cynergy. Each time he has suggested a way in which Cynergy Software could work better for StormPro Max, he has found Steve to be attentive to and interested in his ideas. Several of his ideas have been implemented. TJ finds this working relationship to be gratifying and supportive.
Using Cynergy Software has saved StormPro Max invaluable programmer development time. It has allowed them to keep accurate track of new projects and development issues. And they feel confident in their ability to track any issue, inquiry, or software enhancement request from their clients.
