Enterprise client care is crucial for maintaining strong customer relationships and ensuring smooth business operations. A robust client care tool empowers organizations to efficiently manage support requests, track customer interactions, and resolve issues promptly. This article explores a comprehensive list of software solutions utilized by a large enterprise, categorized by function, demonstrating the importance of a centralized approach to client care. This approach not only simplifies software management but also ensures consistent support experiences for clients across various departments and services.
Categorized Software Solutions for Enhanced Client Care
The following table outlines various software solutions implemented across different departments, highlighting the breadth of tools necessary for comprehensive enterprise client care:
Desktop Client Support Tools
These tools focus on individual user support and maintenance, ensuring efficient troubleshooting and a productive work environment.
| Category | Vendor | Product | Status | Contact |
|---|---|---|---|---|
| FTP (Mac) | Fetch Softworks | Fetch | Supported Product | ISC Client Care |
| FTP (Windows) | Ipswitch | WS_FTP | Supported Product | ISC Client Care |
| Virus/Spyware/Adware Protection | Symantec | Symantec Endpoint Protection | Supported Product | ISC Client Care |
| Password Management | LastPass | LastPass Premium | Supported Product | ISC Client Care |
| Terminal Emulation (Mac) | databeast | dataComet-Secure | Supported Product | ISC Client Care |
| Terminal – VT100, tn3270 (Windows) | OpenText | HostExplorer | Supported Product | ISC Client Care |
| Terminal – Secure Shell (Windows) | VanDyke Software | SecureCRT | Supported Product | ISC Client Care |
Desktop/Mobile Device Management and Security
This category emphasizes proactive management and security measures for endpoints, safeguarding sensitive data and ensuring operational continuity.
| Category | Vendor | Product | Status | Contact |
|---|---|---|---|---|
| Backup (Desktop/Laptop) | Mozy | Mozy | Shared Service | ISC Client Care |
| Desktop/Device Management | IBM | IBM Endpoint Manager (BigFix) | Shared Service | ISC Client Care |
| Drive Imaging | Symantec | Ghost | Volume Licensing | Penn Software Licensing |
| Sensitive Data Remediation | Spirion | Identity Finder | Volume Licensing | Penn Software Licensing |
| Virtualization (Desktop) | VMWare | Horizon | Shared Service | ISC Client Care |
Enterprise-Level Solutions for Scalability and Efficiency
These tools provide the backbone for large-scale operations, enabling efficient resource allocation, streamlined workflows, and enhanced security.
| Category | Vendor | Product | Status | Contact |
|---|---|---|---|---|
| Microsoft Enterprise Licensing | Microsoft | EES | Volume Licensing | Penn Software Licensing |
| Print Management | Pharos Systems | Uniprint | Volume Licensing | Penn Software Licensing |
| Virtualization (Server) | VMWare | vSphere | Shared Service | ISC Client Care |
| Backup (Server) | IBM Spectrum Protect (TSM) | BackItUp | Shared Service | ISC Client Care |
| SSL Certificates | InCommon | InCommon SSL Certs | Volume Licensing | Penn Software Licensing |
| Security Logging | Splunk | Splunk | Shared Service | ISC Enterprise Info. & Analytics |
End-User Applications for Productivity and Collaboration
Focusing on user experience, these applications facilitate communication, creativity, and access to learning resources.
| Category | Vendor | Product | Status | Contact |
|---|---|---|---|---|
| Creativity and Design | Adobe | Creative Cloud/Suite | Brokered Product | ISC Client Care |
| Office Suite, Email, Calendaring | Microsoft | Office 365/ProPlus | Volume Licensing | ISC Client Care |
| Web-based Learning | LinkedIn Learning | Shared Service | ISC Client Care |
Specialized Tools for Academic and Research Needs
These cater to the unique requirements of educational and research institutions, supporting learning, data analysis, and knowledge sharing. They represent specific client care needs within a specialized environment.
| Category | Vendor | Product | Status | Contact |
|---|---|---|---|---|
| Classroom Recording | Panopto | Panopto | Shared Service | ISC Client Care |
| Learning Management System | Canvas | Canvas | Shared Service | Canvas Email Support Contacts |
Conclusion: The Power of a Centralized Approach
This overview of software solutions demonstrates the comprehensive approach required for effective enterprise client care. Centralizing software management and support through dedicated teams like ISC Client Care and Penn Software Licensing ensures efficiency, consistency, and a positive client experience. Leveraging a variety of specialized tools allows organizations to address the diverse needs of their users and maintain a secure and productive environment.
