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SmartPath Review

Jul 22, 2010 | | 0 comments

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SmartPath provides a business solution platform that involves asset management, maintenance, and help desk applications. The company was founded in 2001 in Melbourne, Australia, and now has offices in Sydney, Brisbane, London, and San Francisco. SmartPath has achieved a good deal of entrepreneurial success and recognition; it has reached an annual growth rate above 100%, appeared on the Australia’s Top Ten Rising Stars list for 2010 by Financial Review’s MIS Magazine, and won Deloitte Technology awards in 2007 and 2008.

SmartPath Key Features

SmartPath’s lead product, Loc8, includes a help desk service among many other features, like asset management, a system search engine, service level agreement organization, email and SMS communication for employees, system maintenance, and business analytics reports. The web-based product can be accessed through most major web browsers and through mobile devices with the Loc8 Tablet application.

In particular, the benefits of the Loc8 help desk application include:

  • Clear, visual displays that present data in a simple, informative manner
  • Management of client assets and analysis of possible trend issues
  • Automated email and ticket integration
  • History logs of all trouble ticket changes and updates
  • Automated responses and communication to customers based on employee actions that resolve issues
  • Staff notifications of ticket creations, updates, and escalations
  • Customer contact information management

Loc8 is currently available as a perpetual license that can be hosted on a private cloud or installed on-premise. This is offered in three editions: Business, Enterprise, or MSP (Managed Service Provider). The company will also soon sell the application on a per-user, per-month SaaS model.

SmartPath Highlights

  • SmartPath’s business solution was included in Business Review Weekly’s Top 100 Web 2.0 Applications list.
  • To accompany its product, SmartPath offers an experienced installation team, a staff training program, and online training sessions in addition to the information on its website.

Happy Customers

Customers include: Cisco Systems, RioTinto, Microsoft, Autodesk, AIC Solutions, Environmental Automation, Toyota, Corporate Express, and Automatic Fire Protrection.

Bottom Line

The SmartPath Loc8 product includes many business functions under one unified system. Several features combine well with its help desk component to make a comprehensive customer service system. The help desk service itself is a clean and practical application that can make service representatives’ jobs easier and improve customer satisfaction.