EnterpriseWizard Help Desk Review

+ Add Your Company

[gfe_vendor_logo]

EnterpriseWizard is a provider of multiple business management solutions. The company’s initial product release was an application designed for help desk and customer support, but the company now has solutions for ITIL, change and asset management, CRM, government compliance, and other automated business tasks. EnterpriseWizard provides multiple functionalities, not through reprogramming, but by allowing completely customized data models. Through this methodology, as opposed to relying on custom coding for each project, EnterpriseWizard tries to keep its software adaptable and easy to maintain and upgrade. The solutions provider uses J2EE as a foundation, and then develops readily deployable applications from it.

EnterpriseWizard Key Features

EnterpriseWizard has a complete help desk offering that includes IT service requests management, customer surveying, asset management, and priority management. In addition to these services, the solution provides an adaptive business rules engine, a graphical workflow editor, a centralized knowledge base, and granular searching and reporting. Such help desk extensions can be turned on or off, to the user’s liking.

Some specific benefits and features are:

  • Workflow automation which guides the ticket through the correct path and automates certain responses such as emails.
  • A 24/7 customer self-help portal in an FAQ format. Live chat can also be turned on during business hours for direct customer aid.
  • Charts and reports that can help analyze trends in the customer support system.
  • Standardized responses submitted simply with a click in answer to repeated questions.
  • Integrated email communication that works with Microsoft Exchange or Outlook, which synchronizes contact management.
  • Easy integration with systems such as LDAP Active Directory, Quickbooks, Word, Excel, Google, and bar code scanners, or APIs such as Web Services, REST, Hotlinks, Perl, XML, and JavaBean.

EnterpriseWizard Technology

EnterpriseWizard bases its applications off of its adaptable J2EE platform. The help desk software is offered as a Hybrid SaaS 3.0 solution, which allows the customer to switch between an on-premise or on-demand solution at any time.  The solution runs on Linux or Windows.

Happy Customers

“We had been looking for the right enterprise-level issue tracking system for several years. When we discovered EnterpriseWizard we were immediately attracted to their flexibility, configurability, and ease of use,” says Bob Kaplan, Shorenstein Realty Services.

Other customers include MZinga, General Dynamics, Fujifilm, Fujitsu, Fidelus, Dufry, Vector, Dearborn Group Technology, Chevron, Merrill Lynch, Lincoln Financial Group, Shell Federal Credit Union, Virgin Airlines, HotTopic Media, Washington University in St. Louis, and Cal Poly.

Pricing

EnterpriseWizard offers its product as either the Free Edition or the Enterprise Edition. The company does not charge for each individual module. Licenses allow access to any EnterpriseWizard feature: Service Desk, ITIL, External Customer Support, Change Management, Sales Automation, Contract Management, etc.

The Free Edition has about 98% of the original features, but is mostly limited by the number of licenses allowed. It includes free licenses for an administrator, 5 staff seats, and 5 end users.

The Enterprise Edition offers named staff (IT administrative staff) licenses, and an option to pay for unlimited end users (other employees or customers). Depending on the PC system, prices range from $700 per named staff users (without end users access) to $1,050 per named staff users (including unlimited end user access). Hosted service prices range roughly from $45 per staff seat per month (without end user access) to $65 per staff seat per month (with unlimited end user access).

Bottom Line

EnterpriseWizard offers its help desk solution on a flexible platform that allows for easy customization and deployment. Beyond the help desk, the system can be expanded to other modules at any time, at no additional charge. With its unique design, the solution remains adjustable, scalable, and suitable for the needs of a variety of companies.