Workbooks’ Contact and Case Management empowered our IT support team

What are the best aspects of this product?

Workbooks fits right in that small support gap that pulls a business back when it can't support all customers equally. It was the right decision made at the right moment to summarize all customer-related actions, and it integrated into our daily To-Dos without us even noticing it. The strongest feature is definitely Case and Contact Management, and we use many of its component. My personal favorite is Outlook Connector because it allows me to maintain a central database for all electronic correspondence, and to make that database accessible to all staff members. Really handy!

What aspects are problematic or could work better?

Complete information is worth nothing if you can't access it on the move, so I'd suggest them to develop iOS and Android apps to make the whole concept mobile-friendly. As far as I can see, most features are suitable for the purpose, so why not? As to technicalities, no remarks, really. The tool is outstanding!

What specific problems in your company were solved by this product?

Well, we weren't exactly solving problems, we were simplifying things. The main benefit for us was to use Outlook Connector, because we have plenty of clients, and we just can't manage all information to solve cases in time. We are happy, and customers are happy too!

Are you a current user of this product?

Yes