Newsletter
September 2007
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Dear reader
TimeLog has had a busy summer, and these days we are putting the final touches on TimeLog Project 4.4 which is to be beta released for selected customers in the near future.
This month's newsletter will introduce some fascinating new tools such as TimeLog API, which will be launched concurrently with TimeLog Project 4.4. Furthermore, TimeLog Help Desk 1.1 is introduced; the next generation of TimeLog's add-on module used to manage customer support, which supersedes TimeLog Support. Read more about how TimeLog Help Desk improved our own customer support in the final part of the newsletter.
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The business community's increasing need to react swiftly to complex issues in a dynamic and competitive environment requires great flexibility in the company's IT infrastructure.
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Accordingly, TimeLog has developed an interface for web services, TimeLog API, which communicates via the XML standard and covers our customers' needs for flexible IT systems.
TimeLog API enables the company to integrate data from TimeLog Project with the company's other systems (ERP, CRM, CMS, intranet, extranet, etc.). The company is then able to link data from TimeLog Project with data from other systems and continue to develop e.g. reports or applications according to their own requirements. Thus, the company benefits more from the data collected in TimeLog Project.
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Data is secured through SSL encryption, a unique site code, API login. Additionally, information about a user's permission level in TimeLog Project is used when developing applications so the senior project manager, for instance, can access all created projects while the project manager only can access his or her own projects.
TimeLog API will be an integrated part of version 4.4, but you can already view a preliminary version of the technical documentation if you want to know more. Read more
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In connection with the release of TimeLog Project 4.4 a newly developed version of TimeLog Support will be launched. We have renamed it TimeLog Help Desk - a name that suits the add-on module much better. The add-on module can be configured to each individual customer just like TimeLog's other products.
We have worked on developing this module for more than a year, and it is now ready for release after an extensive test period on four select customer sites. Among others the Danish IT consultants Locus tested the system. Mr. Thomas Frederiksen, support manager at Locus, is very satisfied with the new system:
– It is easier and more precise for our supporters to register time with TimeLog Help Desk than it was prior to implementing the system. The implementation process went smoothly, so we are indeed satisfied with the system.
TimeLog Help Desk is in line with the widely adopted ITIL-standard and represents a number of management tools to create an efficient and quality oriented IT service organisation. With Timelog Help Desk 1.1 we have succeeded in using the best parts of ITIL and adjust the module to efficiently accommodate TimeLog's core customers – small and medium-sized enterprises.
Download PDF-document about TimeLog Help Desk 1.1
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In the beginning of April this year TimeLog introduced a new customer support to provide a more swift and efficient support of the company's customers. At the same time TimeLog Help Desk was implemented to manage customer support.
TimeLog's own help desk helps respond to customers' questions, solving any problems and correcting system errors smoothly and efficiently. In addition, our help desk manages the automatic collation of errors from our hosting servers, which means that many errors are corrected before our customers report them via telephone or e-mail.
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After implementing TimeLog Help Desk in our own customer support we have improved registration of all support cases, and the degree of awareness of specific quality goals is much higher. One of our goals is to succeed in answering inquiries and solve problems within a certain time frame. 95 percent of all support cases were solved within the set time frame in August 2007, which is a very satisfying result.
Time frames for support cases:
High priority: 8 calendar hours
Normal priority: 40 calendar hours
Low priority: 160 calendar hours
TimeLog's Help Desk Manager, Mr. Thomas Gudmandsen, shares his own experiences of working with TimeLog Help Desk. Read more
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© 2007 TimeLog. All rights reserved | +45 70 200 645 | info@timelog.com
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