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e-Support platform
Offering distant support to customers is a first priority issue for enterprises that want to define their business as customer-centric. Telephone helpdesk systems are not sufficient, since they are designed to fulfill specific requests. Furthermore, services being offered are not always consistent (due to human element), thus inflicting customer loyalty. What is more, interested parties need to manage by themselves the time and the way of support, without the burden of additional cost. 

e-Learning platform
Unquestionably, traditional teaching methods have significant disadvantages. Training procedures are mostly focused on theory rather than practice, whereas instructors and students are required to be concurrently present at the same place. Also, traditional learning procedures restrain users from using new technologies, while learning is not customized to the needs and preferences of each individual. Collaboration and interactivity is confined to the limits of the classroom and students are not able to manage by themselves the time and effort they consume for each educational unit. What is more, many organizations spend a lot of money every year, in order to employ trainers and cover all travel expenses for their employees, for different educational activities.

BizSupport can be used as an e-support platform or as an e-learning platform. BizSupport e-support platform is a customer support software or a helpdesk system. BizSupport e-learning platform is an e-learning application or an e-learning tool.

• Knowledge Base, which consists of a number of documents that provide answers to problems or questions that have been posed by customers
• Frequently asked questions (FAQ), with respective answers
• Electronic Books, in other words, the online version of user manuals or other books-presentations used for the support of customers. These electronic books may include any kind of digital material (texts, photographs, drawings, videos, sound, etc) stored in various formats (html, doc, pdf, xls, ppt, bmp, jpeg, gif, avi, wav, etc)
• Forums, in other words, discussion rooms between support employees and customers
• Support process: by using this tool, a customer can initiate a support process if he was not able to find a solution to his problem using the knowledge base, the FAQ list or the forums.

The administrators of BizSupport helpdesk system have full control over the support processes, which are defined using the Workflow Designer of BizSmart™. With BizSupport customer support software, everything being done is process based, thus the company has a well organized and managed support department.

BizSupport (e-Learning platform)

BizSupport (e-learning application) is an efficient e-learning tool, developed on top of Innovis’s workflow management platform, BizSmart™. BizSupport e-learning application allows the development of solutions for the distribution and management of educational material, as well as for the assessment of students through the Internet/Intranet, continuously (24x7), independently of the geographic location and with an Internet browser, being the only requirement.

The e-learning platform of BizSupport addresses the needs of three separate user groups: students, instructors, and system administrators.

There are several tools available in BizSupport e-learning application:

• Knowledge base, in other words, the educational material, which is structured in courses
• Online questionnaires, which assess the degree that a student has become familiar with the new knowledge
• Forums, in other words discussion rooms between students, instructors and system administrators
• Frequently asked questions (FAQ), with respective answers Support process: by using this tool, a trainee can initiate a support process if he was not able to find a solution to his problem using the knowledge base, the FAQ list or the forums.

System administrators of BizSupport e-learning tool have full control over the educational procedure. In other words, system administrators of BizSupport e-learning tool dynamically determine the training steps and they have the possibility to prepare the appropriate material for the development of questionnaires, assessing the degree that trainees have the right qualifications to proceed to subsequent educational units.

International standards for BizSupport e-learning application

BizSupport’s e-learning platform is using the following specifications, proposed by the IMS Global Learning Consortium Inc:

C. IMS Question & Test Interoperability Specification, version 1.2

D. IMS Content Packaging Specification, version 1.1.2 The biggest companies activated in the area of e-learning, as well as worldwide known universities participate in the IMS Consortium.