Technology Services Industry Association

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Helpstream
2001 Landings Dr
Mountain View, CA 94043
650-605-6800

Solutions:

Helpstream

Company 360
Revenues:
Installed Base:	125
Employees:	20
Deployment:	SaaS

Customer References

Leap Frog

Big Tent

Brocade

John Ragsdale Commentary

HelpStream’s tagline is OnDemand Social CRM and Customer Service, and the vendor has definitely reinvented CRM with a Web 2.0 twist. All the basics you expect from a scalable CRM platform are there (process modeling, support for complex entitlement, SLA tracking), but the suite also includes ‘best in class’ knowledgebase, self-service and community tools—all tightly integrated. Full discussion forum capabilities are provided, along with Idea Storming—enabling customers to suggest, refine and vote on new features, new products, and new ways for your business to deliver value.

Functional Coverage

	eService
>	Web Collaboration
	Proactive Chat
>	Email Response Management
>	Agent Knowledgebase
	Agent Diagnostic Tools
>	Customer Knowledgebase
>	Customer Self-Service Problem Diagnostic/Self-Healing
>	Forums
	Remote Control/Remote Diagnostic/ Self-Healing

	Field Service
	Field Agent Scheduling/Dispatch
	Parts Inventory/Logistics Tracking
	Wireless Field Service

	CRM
>	Case Management
>	Entitlement
	SLA Tracking
>	Customer History
	Upsell/Cross-Sell

	Contact Center
	Skills Based Routing
	Work Force Optimization
	Quality Monitoring
	Learning Management System
	Voice Self-Service
	Survey Management

Business Consultants

Solutions:

Company 360

Customer References

John Ragsdale Commentary

Functional Coverage