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 The Ciber-Service Model

The Ciber-Service Model

ENTERPRISE SOLUTIONS

Ciber Information International chooses to remain independent of product vendors. This independence enables us to assess and endorse technology on business merit. This ensures that the solutions we provide first and foremost support the client’s critical business processes rather than a particular product or technology. The following products are available for the strategic value they add in enhancing the efficiency of our clients:

DOCMATE (Document Management Solution)

Ciber is a Value Added Reseller (VAR) of DOCMATE, a South African developed product owned by Visual Information Systems (a wholly owned subsidiary of The Bidvest Group). By using this document management system, we can provide additional and valuable functionality to your organisation by improving employee efficiency and a true paperless environment.

HEAT – Help Desk Solution

Ciber is also an accredited HEAT (Help Desk Application Solutions) provider, with City Power as one of our biggest implementations to date. HEAT is an “out of the box” solution that is more robust, powerful and complete to manage your growing service and support organisation. It is:

  • Quick and easy to install
  • Simple to use
  • Highly scalable and customisable
  • Rich in functionality

Service and Support Software

Since 1988, HEAT has been the worldwide standard for powerful help desk software for the mid-market.

Features:

  • Built-in Web access for your 'on-the-go' technicians and analysts, plus customer e-mail call-logging.
  • Quick-Start Wizard for easy, intuitive set up and customisation with no programming required.
  • Automated Call Logging and Tracking for streamlining your workflow, assuring that every call is captured and addressed.
  • Eye-opening management tools like Answer Wizard, which gives you more than 300 pre-defined reports with “consultant in a box” approach to help you ask the right questions and get the right answers.
  • HEAT Managers Console graphically displays operational status at a glance, and then captures date, time, duration and status change in a metric log.

For mainstream businesses, HEAT is the customer service and support system of choice.