What ExtraView Customers are Saying
"We evaluated nearly 100 call tracking systems and chose ExtraView for its pure Web architecture and flexibility. Full functionality from the browser, especially on a Mac, was a top requirement as well as the ability to create issues through an email interface. ExtraView delivered both, and now routes thousands of issues each month -- both through customer emails and our tech support call center.
When compared to our old system, the time saved is huge. ExtraView helped us improve our processes and create a thorough knowledgebase of customer call data. System response is excellent. Most tech support reps can close a call on the fly. If a call is escalated, ExtraView automatically routes it to the proper groups and notifies appropriate individuals by email.
Responsiveness from the ExtraView support team has been exceptional. We had quite a bit of custom work done and every interaction with ExtraView Corporation has impressed us with the high caliber of people supporting the product. ExtraView delivered. Thanks."
 
   
"LMiV considered nine or ten different issue tracking products and chose ExtraView, hands down. ExtraView did not mandate a set process, but instead enabled us to create and implement our own unique workflow. The improvement was dramatic: ExtraView improved productivity and communication among our technical staff, sales, marketing, and remote workforce.
ExtraView gives us a proactive form of communication and has helped our bottom line by eliminating down time between product phases. Because ExtraView automatically routes issues to the appropriate group via email, no time is lost waiting for notification. Nothing falls through the cracks with ExtraView, especially since ExtraView also allows us to simultaneously notify multiple persons or groups each time an issue is entered, updated, and/or modified by a user.  
ExtraView has saved us from a number of long distance teleconference meetings. When we do meet, all parties login and use ExtraView to report status and decide on priorities and assignments. Having all workflow and issue descriptions in a central, web-accessible location makes it much easier to see the big picture and to expedite development without compromising our necessary quality level."  
   
     
"As a growing software company, Acorn Systems needed to implement a first-class customer service solution that linked our customers, remote engineering and sales offices with Acorn customer support. Acorn considered a number of solutions, but chose ExtraView for its security, flexibility, and ease of use.
Since ExtraView is available across the Internet, our customers now have a highly efficient, direct interface to Acorn customer support. ExtraView’s customizable security allows Acorn to route product issues among several regional offices, and still keep customers informed with just the right amount of data. ExtraView helps our support engineers to work with less interruption and ultimately, get more work done in a day.
Through ExtraView, Acorn was able to integrate a release note creation and distribution process right into the product enhancement and support process. We now use ExtraView to collect release notes and pass them to customers. What was once a difficult task is now much easier as ExtraView simply combines the appropriate release notes into one MS Word document--very slick!
Before using ExtraView we had seen other solutions, such as Vantive, where a simple concept had become a cumbersome obstacle to entry of product information. ExtraView has an elegant, well-planned interface that is amazingly easy to use, enabling Acorn people to enter and track every product request. I can tell you that ExtraView helps Acorn to deliver a better product to our customers."
 
"Sharp Electronics considered several products and chose ExtraView for scalability and usability. We will be counting on ExtraView multi-language support to tie our Japanese teams even closer to our US teams as we develop our products. ExtraView seemed more advanced in this area than any other vendor."
 
"Redback Networks uses ExtraView to help optimize our hardware and software development process over multiple geographic locations. ExtraView’s browser interface provides a common platform for tracking development enhancement requests, defects, documentation, and source code updates. ExtraView's custom reports provide automated status updates for a particular project or a problem set. Managers can customize reports for either an aggregate or departmental view of software and hardware issues for a particular project(s).
Technical Publications also use ExtraView to track status on technical publications support and document support for each product. Today at Redback, ExtraView is supporting hundreds of users, thousands of records, multiple platforms, and multiple geographic sites. We can rely on the data integrity and the performance is great!
One of our favorite features is the ExtraView customizable Home page. You want people to have the ability, at login, to instantly see what their work queue looks like -- without having to ask their manager. With ExtraView, everyone, whether manager or engineer, has the tools to do their own reports. Redback finds that ExtraView is easy to administrate. Only a fraction of one person’s time is necessary to administrate ExtraView for hundreds of users. Adding new users and managing access control groups and interest lists take only a few moments. Request owners, email notification settings, and workflow changes are simple to tailor to any combination.
ExtraView helps us balance our workload for the most efficient productivity. Engineers are spending time where they add value, not chasing assignments. Product issues are automatically routed to an individual but we can also assign to managers of a functional group who in turn, will distribute the cases according to work balance. So it's great, I can be on vacation, and know that work is getting assigned to the right people.
ExtraView’s Professional Services team works closely with the Redback IS team to tailor ExtraView to our requirements. For example, ExtraView is now seamlessly integrated with our source management and support/call center systems. When some of our people wanted to use Perl scripts to query ExtraView data, the product provided a command line interface. Having an easy to customize system backed by a professional services team gives us the best of both worlds. ExtraView improves our overall productivity, our time to market, and helps us deliver a better product to our customers. We are very satisfied and would recommend ExtraView to any network hardware or software provider."
 
 

"...[It] works. Thanks! BTW, your tech support is top notch. ExtraView Corporation is a great example of a company that cares about their customers and provides excellent customer service. Keep up the good work!"