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What is WebFirst?

WebFirst functions as RTI's electronic customer relationship management (eCRM) platform aimed at both clients and partners, offering an online interface where users can access a collection of solutions for common problems, keep track of the status of current incidents, and initiate new support requests. This platform enhances communication, speeds up the reporting process, and provides round-the-clock access to vital information and support, reducing the necessity for extra staffing expenditures. With the right access permissions, clients can view a specific set of information that is usually only available to internal personnel, fostering customized visibility and engagement. Users are empowered to monitor their own active and recently resolved incidents, allowing them to check their status and optionally contribute updates or messages related to those cases. Moreover, they can utilize the File Download Manager feature of CustomerFirst to obtain documents, files, and solutions, which aids in efficiently resolving issues. In summary, WebFirst not only boosts customer satisfaction by offering self-service capabilities but also fortifies the connection between RTI and its users through clear and effective communication channels. This innovative platform represents a significant step towards enhancing user experience and operational efficiency.

What is Shift Left?

Adopting the Shift Left strategy enables organizations to resolve incidents more swiftly during the initial phases of support. This method allows Level 1, Level 2, and field support technicians to manage frequent user and device issues directly through the ServiceNow incident interface. By removing the need for privileged access to systems like Active Directory, Microsoft Configuration Manager, LAPS, and MBAM, the rate of first-call resolutions can improve significantly. Instead of passing problems up the support chain, Shift Left provides help desk teams with essential tools to carry out tasks such as resetting passwords and unlocking user accounts right from the incident form. This functionality leads to a considerable rise in the volume of issues diagnosed and resolved on the first call. Additionally, technicians have the advantage of viewing past troubleshooting actions taken for a particular incident, which greatly minimizes the chances of duplicating efforts. Ultimately, this refined approach not only boosts the speed of issue resolution but also enhances the overall performance and productivity of support teams. As a result, organizations can achieve higher customer satisfaction and more effective resource allocation.

Media

Media

Integrations Supported

Integrations Supported

7-Zip
Active Directory
Microsoft Edge
ServiceNow

API Availability

API Availability

Pricing Information

Pricing not provided

Pricing Information

Pricing not provided

Supported Platforms

Not specified

Supported Platforms

SaaS

Customer Service / Support

Standard Support
24 Hour Support

Customer Service / Support

Web-Based Support

Training Options

Not specified

Training Options

Not specified

Company Facts

Organization Name

RTI Software

Company Website

www.rti-software.com/webfirst.html

Company Facts

Organization Name

Recast Software

Company Website

store.servicenow.com/sn_appstore_store.do#!/store/application/465cce152feb00102b88bac62799b621

Categories and Features

Knowledge Management

Decision Tree
Knowledge Base Management

Categories and Features

IT Service

Not specified

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