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Acer America
Acer America Corp. is a computer manufacturer of business and consumer PCs, notebooks, ultrabooks, projectors, servers, and storage products.

Location

333 West San Carlos Street
San Jose, California 95110
United States

WWW: acer.com

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November 16, 2010 |

Tigerpaw Releases v11

The eleventh version of the company’s flagship software product improves its interface and adds MSP-friendly process-management features.

Tigerpaw Releases v11

The eleventh version of the company’s flagship software product improves its interface and adds MSP-friendly process-management features.

Tigerpaw Software Inc. released the latest iteration of its flagship Tigerpaw software product last week. The newest version, Tigerpaw 11, adds usability enhancements aimed at enabling technology and telephony providers “better organize their business, optimize the customer experience, and fuel revenues,” according to the software developer.

Tigerpaw Releases v11According to Tigerpaw president James Foxall, Tigerpaw 11 was designed in large part in response to customer feedback. “Our Customer Advisory Group, or CAG, helped design the new feature set through web-based meeting software,” he says. “During the meetings, CAG helped determine the best-practices used to address the issue from a business perspective, and how Tigerpaw should implement the appropriate software solution.”

The result is a new user interface, simplified filtering and data mining features, service ticketing processes improvement, and more.

Here are some of the key additions and upgrades:

  • User Interface–The new Tigerpaw features an interface that enables users to open and work with multiple documents via windows. The interface also adds back and forward buttons, history lists for each tab, breadcrumbs for navigation purposes, and a customizable explorer bar.
  • In-Line Filtering–The new in-line filtering features enable SMBs to dynamically create filter criteria right in the list. Search by multiple items using Boolean logic. Columns can be shown or hidden. Icons and colors denote past-due tasks, like service tickets or sales opportunities.
  • Service Ticketing–With Tigerpaw 11, comments can be created and inserted for a ticket quickly. They can include rep assignments, status changes, priority changes, updates to work orders, and more. In addition, hyperlinks make displaying the information for reference-ready.
  • Workflow Engine–The workflow is handled by a Windows service that runs 24/7. New time-based workflows enable configurations for pre-determined contract, warranty, subscription, and service management. New Service Level Agreement (SLA) events prevent violations of agreements. Tickets are monitored by priority, and workflow creates warning notifications based on custom-defined thresholds.
  • MSP Agreement–The pricing structure used for MSP Agreements can be managed by Tigerpaw. In addition, non-managed items can also be billed out, such as off-site backup, and create multiple agreements that invoice the same account. Bill clients based on real-time assets monitored at an account level.
  • Email Analytics Engine –A new graphical interface makes it easy to view, analyze, and measure the results of a particular email marketing campaign. An SMB can know exactly who opens emails, when they open them, who clicked a link inside those emails, and which link they clicked.

Tigerpaw has also worked to enhance security, adding several new permissions added to the security model.

Tigerpaw 11 utilizes Microsoft .NET technology and a native Microsoft SQL 2008 Database. It can use the free SQL 2008 Express or the full version of SQL 2008. Older versions of Microsoft SQL are not supported.


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