Exciters: small can be beautiful

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    Written by HarmonyPSA on 2016-07-11 Last updated 2018-06-27 - 4 minute read
What are exciters?
 
Well, in our world, they are small discrete items functionality that solve tiny but really useful gaps, or close really annoying gaps in the system.  Find someone who has lost money because of one of these gaps and you can make a sale just on that feature alone.
 
Now, being small bits of niche functionality, these exciters often don’t normally make it onto marketing material, websites and/or blog-posts so we thought we’d group together some examples of exciters, where configuration alone has been sufficient to solve the problem.
 
HarmonyPSA is written with deep configuration in mind. We don’t want to tell you how to run your business.  Instead, we want to make it easy for you to run your business the way you and your customers like.  So, here are some typical examples of functionality you can define and create without us needing to code anything:
 
•   “Can I get a text message when a ticket is about to breach an SLA?”
Well, yes, you can, using Zapier’s SMS engine and a custom-notification rule, you can write your own rules (relative date or action-based) that drive the text alerts that matter to you
•   “Can I launch a customer satisfaction request on ticket close?”
Again, yes, by combining configurable email templates, the notifications engine and RESTful post functionality, we can show you how to send your customers an email with emoticons that they click on to record their satisfaction or not on your performance on the ticket – again, no code needed
•  “Can I produce a multi-page proposal document to go alongside the quote, one containing images, links and text relevant to the content of the quote?”  Yup, this is standard functionality, proposal text (with links and images etc) can be incorporated in the price book and so when products are added to the quote, the proposal is built in the background. No work for the sales person and descriptions are standardised, saving hours
•   “Can the customer portal show a picture and phone etc details of the customer’s
account executive?”
  This one was interesting. It took us 10 minutes to solve: custom fields and html editing (available across the full customer portal) solved that one.  Once again, this was not a feature release, just configuration
•   “Can I automate lead creation and marketing mail-group maintenance direct from a web enquiry?” We actually do this ourselves using Unbounce and Zapier; all standard configuration components and documented APIs
•   “Can I export data to PowerBI ?”
Yes you can.  We offer an open RESTful interface for data extraction with a GitHub repository where customers can share posts and calls they have written.  Here you write the code within our framework, based on guidelines we provide, saving you spending precious £s with us for custom dashboards
 
These are just examples of the way we design software and the thinking behind HarmonyPSA.  We don’t want you tied to our development cycles for the small exciters that make such a difference to the way you operate your business.  We want you free to develop your own view of the world within a tightly structured business solution, away from spreadsheets and external add-on modules.
 
If you have some small but critical features you are struggling to find in other software, call us and let’s talk about how Harmony’s deep configuration can help you close those gaps.

 

About the Author: Harmony Business Systems Ltd (HBS) is the company behind HarmonyPSA, the most complete cloud PSA software on the market. Developed with functionality to cater for even the most complex needs of MSPs, VARs, ISVs and Professional Services organisations, HarmonyPSA truly is the next generation of PSA systems. HBS is an independent company based in the UK. Follow HarmonyPSA on


Tags: exciters, Harmony Features, Professional Services Automation, General PSA, Benefits of Professional Services Automation

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