Helpdesk | LANTONE

FocalScope gives your agents the right tools for the job

Being able to bring out the full potential of your employees and build a strong relationship with your customers is key to the success of an organization. FocalScope was designed and tested to consider the needs of small and large companies alike in a wide range of industries, and it comes with powerful features and smart tools that make it the ideal email ticketing and live chat solution.

Personal and Team Email Management

FocalScope manages both individual and departmental emails within a single system. It can be configured to sort incoming emails into the respective individual and group folders accordingly, according to preset routing rules and email accounts. This makes for better organization of emails, and helps to improve the efficiency of your team.

Here are the Key Roles Played by a Helpdesk Email Ticketing System

Email Ticket States

Labelling emails appropriately is key to the satisfactory resolution of tickets. FocalScope allows you to tag individual emails with the standard "open", "on hold" and "closed" states to mark their current status and level of priority. You may also use customized ticket states which are relevant to the workflow of your organization.

Ticket Ownership

Tickets can be manually or automatically assigned to any of your agents, depending on their availability and/or skillsets. This makes it clear which agents are responsible for each ticket, staving off any possible misunderstandings in the course of the workday.

Standard Response Templates

Pre-written emails are available to facilitate prompt, consistent responses for high volumes of customer enquiries. Automatic responses can also be configured to response to customers with solutions and miscellaneous information outside of office hours.

Internal Notes

Keep your agents informed of the latest developments in each ticket which are not visible to customers, and avoid cumbersome forward emails and carbon copies. Instructions, extra information, and comments can be detailed in internal notes, attached directly to each ticket.

Service Level Agreements

FocalScope comes with an SLA engine capable of handling multiple profiles at once. This offers the option of combining SLAs with work-hour profiles which are useful for calculating ticket aging and ticket escalation routines, enhancing the credibility and bottom line of your organization.

Integration

FocalScope comes with a built-in integration module, allowing you to archive emails and Live Chat sessions directly into your CRM system. It also comes with a number of APIs, which can be used to create pipelines to third-party systems for the purposes of automating inter-system information lookups.

“To reach out to our customers, we needed to establish a call centre and telephony system. Lantone Systems deployed their solution quickly and cost-effectively, and their work has remained critical to AsiaMedic’s operations to this day.”

AsiaMedic Ltd,
“Lantone Systems Pte Ltd were engaged as our IT Systems Service Managers from 2015 to present date. They provided support for the enforcement for our IT infrastructure and our telephone systems. During the above period, the service and support provided by Lantone Systems was timely, rational and well explained. Lantone’s approach to IT issues were systematic & thorough."

Straits Law Practice LLC,
“Lantone acts like our in-house IT department. Being our out-sourced IT, they understand the needs and structure of our business. Lantone provides excellent IT service and are always accessible on the phone, regardless of the situation. Not only do their consultants do an excellent job with ongoing IT maintenance and support, they’ve also been great about taking on extra assignments and helping us explore better IT solutions. We recently relocated and Lantone handled the relocation of our server room equipment and working computers smoothly. We have been a happy client of Lantone for the past six years and plan on staying with them for a very long time.”

Loomis Sayles Investments Asia Pte Ltd,
“FocalScope’s design makes it easy to carry out reporting and quality control, a testament to Lantone Systems’ expertise. With FocalScope, we are able to access relevant data and make the necessary changes to our marketing campaigns with ease.”

Starhub Ltd,
“Lantone Systems were methodical in their analysis of our IT and communications systems, and delivered solutions that effectively addressed our needs and requirements, while offering excellent value for money.”

Tito Isaac & Co LLP,
“Lantone Systems went the extra mile to deliver the perfect solution for our business needs. They made it possible for us to offer our customers an easily accessible and customizable email marketing service. Lantone has not just been an IT vendor, but a crucial part of our success story.”

Agape Connecting People Pte Ltd,
“With innovation as the backbone towards creating sustainable differentiation, Lantone Systems has enabled Travel Cue to put in place robust and scalable solutions to support its business growth. More than just being an IT supplier, Lantone has been an integral part in the growth story of Travel Cue.”

Connect Group Pte Ltd,
“When we looked into connecting our branch offices through a cloud-based telephony system, we faced multiple obstacles that made this unfeasible. But Lantone Systems implemented a hybrid deployment of their FocalScope system that overcame those obstacles, and fully addressed our business communications needs at the same time.”

D-Link International Pte Ltd,

Helpdesk Email Ticketing System

FocalScope gives your agents the right tools for the job

Personal and Team Email Management

Here are the Key Roles Played by a Helpdesk Email Ticketing System

Email Ticket States

Ticket Ownership

Standard Response Templates

Internal Notes

Service Level Agreements

Categories

Integration

Case Studies

“To reach out to our customers, we needed to establish a call centre and telephony system. Lantone Systems deployed their solution quickly and cost-effectively, and their work has remained critical to AsiaMedic’s operations to this day.”

“FocalScope’s design makes it easy to carry out reporting and quality control, a testament to Lantone Systems’ expertise. With FocalScope, we are able to access relevant data and make the necessary changes to our marketing campaigns with ease.”

“Lantone Systems were methodical in their analysis of our IT and communications systems, and delivered solutions that effectively addressed our needs and requirements, while offering excellent value for money.”

“Lantone Systems went the extra mile to deliver the perfect solution for our business needs. They made it possible for us to offer our customers an easily accessible and customizable email marketing service. Lantone has not just been an IT vendor, but a crucial part of our success story.”

A powerful ticket-management platform will allow you to manage requests efficiently.

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