Adaptive Workflow, Helpdesk, ITIL, CRM and BPM Software

Requirement: Auditability

The system must be auditable in multiple senses to ensure compliance with Sarbanes-Oxley and other regulations.

It must make it easy to show an auditor what a defined business process is, how the system enforces the process, and how the process has been followed in any particular instance.

The system should make it possible to capture and collate data, such as who logged in, what IP address they came from, what records they viewed, edited, etc.

Solution

Auditability is automatically built-in through Workflow, History and Audit Logging.

Workflow

Workflow Video

Business processes are defined in a graphical interface that automates, documents and enforces business processes in a form that is fully auditable.

Workflow reduces administrative load, increases transparency and automates the flow of information throughout the business.

Audit Logs and History

EnterpriseWizard not only tracks all record changes, but can also provide a snap-shot of the record as it existed at any point in the past with a single mouse click.

Activity Logs

Any kind of user activity can be tracked with the desired level of granularity and the results displayed in graphical charts, HTML reports or Excel spreadsheets.

Requirement: Integration

The solution should include prebuilt integration with standard technologies, such as LDAP/Active Directory and MS Exchange.

It should also support a robust set of APIs and scripting options, such as Web Services, REST, Perl, and Java. Ideally, even the source code should be accessible - not that you'd want to change it any more than you'd want to use an emergency parachute, but it is nice to have the option.

Solution

Prebuilt integration with standard applications and technologies includes LDAP/Active Directory, WMI, MS Exchange, Quickbooks, Word, Excel, Bar code scanners and Google Gadgets.

Because the data model is entirely flexible, it can precisely map to the requirements of other systems, and the transfer of information may be triggered by workflow events or scheduled by timer-based business rules.

APIs and scripting interfaces include Web Services, REST, Hotlinks, Perl and JavaBean. Source code is available through the center-source license.

Requirement: Adaptability

Solution

The adaptive engine makes it easy to modify and extend the system to automate any business process with an unlimited number of custom tables, relationships, fields, workflows, business rules, groups, teams, and user portals.

Requirement: Scalability

Solution

EnterpriseWizard is built on the J2EE architecture designed for enterprise scalability and is capable of generating over 200,000 tickets per hour on an Intel server costing under $5,000.

Requirement: Security

The system must support a fine-grained security model for precise access control.

The software platform and if SaaS based, the hosting infrastructure, should be subject to regular security audits from an independent firm and the vendor should make the results available.

Solution

Both the software and hosting infrastructure are subject to regular third party security audits.

The system supports an unlimited number of user groups, which control menu and record level access as well create/read/edit access permissions to individual fields within a record.

Search-based permission filters provide sophisticated permission structures such as "Allow resellers to view issues submitted by their customers, but not the customers of other resellers."

Requirement: Uptime

For SaaS based products, vendors provide up-time guarantees that reflect their confidence in the availability of the service. Some vendors just offer a pro-rata refund while others return the entire cost of that month's service if the target up-time is not met.

If the product is installed in-house, it should support high availability options so that service can continue even in the event of a motherboard failure.

Solution

Our hosted service is fully redundant and the EnterpriseWizard SLA guarantees a 99.9% uptime for the service with a full refund if it drops below 99.5%.

We supply turnkey systems through our hardware partners and for high-availability, we will supply pairs of Linux servers, pre-configured for full redundancy, at no additional charge. We can also provide instructions for configuring machines from your preferred provider or consulting services to do the configuration for you.

Requirement: Reporting

Solution

Custom graphical charts, dashboards and reports in HTML and Excel format can be created in just a few minutes. All reports may be scheduled for automatic distribution via email.

Business rules support the automatic escalation of critical issues and automate interactions with other systems.

Requirement: Standards Compliance

Solution

The system support standards for security, data protection, auditability and electronic signatures, including CFR 21 Part 11, HIPPA and ADA.

The ITIL standard is fully implemented in the ITIL template. TAPI is supported for telephony integration.

Requirement: Platform Choice

Solution

Customers have a choice of deploying the solution as a SaaS service or an in-house application and can move from one to the other at will.

Requirement: Web Based

Solution

EnterpriseWizard was designed from the ground up as a pure web application. There is no client software to install, since access is through a standard browser, and it supports Firefox, IE, Safari and Chrome.

Requirement: Backups

Solution

To prevent against the loss of data though disk failures, a fully automatic backup utility is built into the product.

Automated backups include not just the data, but all rules and customizations, and they use an XML format that is OS and database independent. This allows an installation to be moved from a Linux system running MySQL to a Windows system running MS SQL or vice versa.

Requirement: Upgrades

Solution

The upgrade utility takes just six clicks and supports migration to any later revision

It automatically creates full backups, downloads the new release, upgrades the system and performs checks to guarantee system integrity. All customizations are maintained in upgrades.

Requirement: Cost

Solution

Thanks to the experience of our staff and remarkable speed with which the system can be configured, the average implementation cost for EnterpriseWizard is under $8,000. Pricing is simple and depends only upon the number of staff seats, with or without unlimited end-user access. All functionality is included in the per seat cost, and the system can be extended and new functions added without limitation.

Requirement: Vendor Independence

IT staff should be able to extend and maintain the system themselves after training, rather than tying the company to long-term dependence on $200-per-hour consultants.

Ideally, the training time should be short. Systems designed to be maintained by the users may require a week of training to reach proficiency, whereas those designed without this criterion in mind may require over a month of training and carry increased effort/risks when making changes.

Solution

Online training materials are freely available and the full administrator training course takes just 5 days.

Following the initial deployment, customers often extend the system themselves, without requiring consulting services.

Requirement: Company Stability

Solution

The company was founded as an enterprise software firm in 1991 and has grown organically by providing solutions to companies ranging from startups to Fortune 500 companies such as Chevron, Emerson Electric and NEC. The company is profitable and has no debt or external investors

References are available from companies of all sizes.

Requirement: Low Risk

The vendor should be able to describe exactly how the software addresses current business need(s) and demonstrate it running this exact process prior to purchase.

The vendor should be willing to commit to a fixed-price implementation for the entire project based on a mutually agreed specification.

Different vendors may offer different forms of refund if a project fails, ranging from a credit towards additional software purchases, to a full cash refund of all software costs and consulting services. The strength of the warranty indicates the vendor's confidence in their software and implementation services.

Solution

Based on your requirements, we configure the system to execute your exact process as part of the personalized pre-sales demo.

We work with you to define a specification for the entire system and provide a fixed price quote for the implementation.

We provide the industry's only unconditional satisfaction guarantee. If you are less than delighted with the system, you get a full cash refund of the software and consulting costs.