web-based helpdesk software for any size organization

Web-Based Customer Service Software - the benefits of choosing web enabled applications.

The web is about empowerment, ease-of-use, and value. It's everywhere and it's now. But most of all, it's about freedom.
It's why our products are free of non-web components. It's why our products are maintenance-free. And it's why our products allow you to use the computer of your choice. Use Unix, Linux, Macintosh or Windows equipment. Or use all of them, anywhere, anytime – no limitations. It's your free choice.

The web is about making communications and operations easier and more open. It's why we work so hard at making our products easy to deploy, easy to learn and easy to use, - and it's why you should look only for web-based solutions.

Web-based applications are built on the foundations of the Internet.

A key advantage of the Web environment is the universal accessibility and worldwide availability of centralized applications and data. The only software needed to access and execute your applications is your favourite web browser. Here are some more advantages:

Help Desk Pro stands apart

Our service management applications delivered via the web are built specifically for the web. Thus you take full advantage of all the most powerful and modern technical capabilities available today. Our web-native design stands apart from traditional client/server systems, in terms of:



Which is Better, PC or Web Software?

The question of whether one should select PC or Web software is often overlooked when buying software. Confusion, misinformation, and habits learned in the pre-Web days, are the cause. After all, people are all familiar with PCs. They're not always that sure about Web software.

The issue is muddled further because browsers run on PCs and so it would appear the differences are minimal. Some might even argue the answer is subjective. But, reading on, as you shall see, it is not subjective at all.

Take two software products. Let's assume one is a PC program and the other is Web-based, meaning the program is installed on a server and is accessed via a Web browser on the same or different PC. Now let's assume both the PC and Web-based product have similar functionality. Which is better? Let's answer this now.

Now consider another scenario. Suppose you have two products, each with the functionality you require but the PC product has more features. Again, we ask, "Which is better?" As you'll find out, the answer is not necessarily the PC product. Even if it has more features.

Even a Web software product with fewer features
than its PC competitor is often the better choice!


The reason is that Web software, by being Web-based, offers huge advantages over PC software. These advantages rarely appear on a feature list so they are easily bypassed. But they are extremely important and should be considered when making a decision.

We'll start by looking at the underlying reasons behind business software purchases. We assume, and hope you would agree, that one kind of software is better than another if it's better for your business or organization.

Purchasing Decisions

To answer this question we remind the reader this discussion does not pertain to game software, graphics or video software, or the kind of software imbedded in cell phones. Rather, we're concerned with business software capable of running in browsers.

If a web-based version of a PC software product is not available, or it cannot be built because the software product needs high-end graphics, video, or computing resources, then chances are, the PC product (by default) is the better choice. As an example, games are better on PCs than over the web. High-end graphics programs, video editing software, and simulation software is better on PCs or dedicated workstations, than over the web.

But, when it comes to software for building and running businesses and organizations, Web software shines.

In this case, we buy software for one of the following two reasons:
  1. To lower labor costs and increase productivity.
  2. To support business growth and change.
We do not buy (or should not buy) software because one product has "cool features" the other does not have. We should not buy a product simply because it feels a bit speedier or has prettier screens. We should buy software to lower costs, improve productivity, solve problems, or facilitate growth and changes in operations. As it turns out, these are the same reasons Web business software is better than PC software.

Labor Costs and Productivity

Web software, unlike its PC counterpart, runs from the nearest browser. For those unfamiliar with Web software, this may feel strange at first. It may raise fears that Web software requires more labor, time, and skills to operate. But the latest Web software products are easier than ever to set up. Web software gives you huge labor and productivity benefits down the road. Here's why.

PC software is single-user or networked. Applications reside on each PC. It is not multi-user. Web software is multi-user. Each PC is a "terminal," meaning the PC requires only a browser. The application runs on the "server" PC, the central PC accessed by the PC terminals.

The server PC can be a stand-alone PC with no connection to the outside world. It can be a PC on the office network. The server PC can be a shared hosting provider account (or with us providing your hosting) accessible to anyone in the office or on the web. It can be a PC located at a hosting provider location also accessible to anyone in the office or on the Web.

Unlike PC software, Web software starts out multi-user and highly accessible. And most Web software vendors, like us, include installation and setup with purchase. There is no downside, only an upside.

Once a Web software product is set up on the server computer you have a truly expandable application with lower future costs. When running a Web software product, if a PC terminal goes down, the user needs only use a different PC terminal to access the Web application. The PC terminal is just a PC with a browser. There is no downtime as hardware is replaced. No need to upgrade each PC as new Web products are introduced into your operations. No need to worry about the exact version of the software or hardware on each PC terminal. No need to go back and upgrade a PC terminal or keep it up-to-date. The one-time installation and setup of a Web software product takes little time and generates huge savings.

Consider two companies, one with a PC application installed on 20 workstations, and one that uses a Web software package installed at a hosting service or on a single server. The company with PC software needs to dedicate an employee to the task of maintaining all the applications. It's a part-time job, at best. With Web software there is no software to maintain on each PC. The cost savings from running a Web product rather than a PC product range between $1,000 to $5,000 per employee per application per year. And the savings grow as you grow. But this is not the only savings area. You also have the cost of training a user and the time it takes a user to become proficient. Here too Web software wins over PC software.

Those free downloads that lure you into using
PC software can hurt your business considerably.


Web software was born on the World-Wide-Web where applications require no training. Web software is intuitive. The browser almost ensures it. Everyone is familiar with the web, its buttons, options, and screen layouts. The Web evolved this way. People visiting web sites need to use the sites without the benefit of training courses, or PC-style help.

This Darwinian evolution placed emphasis on ease-of-use and intuitive design. As a result, today's Web software is usually easier to use than PC style software. There's rarely any need for training, and extensive training materials. Staff do not have the same fears or require costly and time-consuming training when new Web software is made available. People are more productive from the beginning. And, re-training is rarely necessary.

Another benefit is the fact Web software is more accessible than PC software. If the PC connected to your Web software product fails the user simply continues their work on a different computer. Work can continue as the original PC is repaired. No time is spent waiting unproductively as data is recovered, transferred, or the PC is repaired.

Another benefit is data is easier to back up. After all, it resides on a single server (which if you're using a hosting provider, will be backed up for you). The PC terminals do not need to be backed up. Also, since all information resides on a single server, security is easier. There's only one PC to protect. And, since the application resides on a single server, the overall system is easier to keep up and running. Whereas most PCs have uptimes (the time a computer continuously runs before it fails) of one to ten days, server PCs (especially those using Unix or Linux operating systems) can have uptimes of a year or more. Web applications, unlike their PC counterparts, are more reliable, more robust, and more dependable. The result -- your business runs smoother.

The benefits discussed in this section result in lower labor costs and greater productivity. And now we discuss how Web software is better for business growth and change.

Business Growth

The second major reason people buy software is to facilitate business growth and change. Here too Web software is better than PC software. There are three reasons for this.

First, Web software can be deployed faster with less training needs. Application deployment is not preceded with a phase in which each PC is inspected and upgraded to meet the requirements of the application. This phase is time-consuming and labor-intensive. It can also be costly and disruptive since upgrades cause problems that spill over to other applications residing on the same PCs.

PC deployments often take months. Organizations often encounter unexpected upgrade problems giving rise to emergencies, panic, extra spending, and the need to change business plans.

Even worse, the problems associated with PC application deployments lower future expectations. Fast growth and change is no longer deemed possible. Employees start thinking in terms of years, rather than months. Contrast the problems associated with PC deployments with the deployment of a Web software application.

To deploy a Web software application the server admin adds an entry to the user's intranet menu, and then sends each user an email memo saying, "Here's the new application we've been talking about, go for it." Months of work is compressed down to a single email.

The second reason Web software is better for business growth is because Web software can be customized easier than PC software.

Web software is also easier to integrate with your Web site than PC software. This is particularly important since business operations often include more users than simply your staff. Operations may include prospective and existing customers, partners, and vendors. Web applications include web site components whereas PC applications provide such capabilities as an afterthought. Most often, PC applications store staff data in different formats and locations than Web site data. The "disconnect" causes huge integration problems and costly limitations.

Web Software; It's Made for Business.

The limitations of PC software can be summed up as follows. PC software is fine for single-user applications, especially those involving a high amount of graphics, video editing, and games. But for business infrastructures, Web software is better.

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