All companies fill out "forms" to track information about a variety of business processes. For example, a project manager may need to track the status of a project while a technical support service representative may need to follow up with a customer regarding a help desk issue. The complexity of the "form" ranges from a paper form to using a word processing or spreadsheet program to using a standard "help desk" or "project management" software program.  The problem with paper form is obvious -- you are limited in your analysis and backup. Using common software such as a spreadsheet program allows better storage and analysis capabilities, but anyone can enter just about any information without limitation of the format of the data entered. The problem with many other "help desk" or "project management" programs is the limitation of integration of the program with the company’s overall business activity and systems. This is where SPS provides its most important and fulfilling feature.

Process Management Is Integrated Within SPS

As with the Relationship Management component of SPS, process management tools comprise a component of the overall functionality of SPS.

• Integration between the Electronic Forms component (also known as "tickets") and the Relationship Management component enables association of any category of tickets with one or more contact categories. This allows a given form to be associated with a given contact upon creation.
  
  
• Previously created forms can be retrieved through the Ticket Console, the Contact Manager, or via reports.
  
  
• Contact and user "pop-ups" can be added to any ticket to create additional associations between tickets and information stored elsewhere within SPS.
  
  
• In addition to the aforementioned functionality, SPS allows for definition of actions ("links") that automatically take place when the related event occurs. This allows for the creation of electronic process flows within your organization.  This can easily be done in a matter of minutes using a point-and-click interface.

SPS Advanced Features

• User interface customization and backend database design is customizable using the Ticket Builder application utilizing object-driven Attribute™ technology.
  
  
• A perpetual and automated monitoring process helps to ensure that tickets that are not acted upon timely raise a signal in order to get resolved.
  
  
• Advanced form features allow for the creation of multi-row tables, association of numeric values to textual descriptions (such as a price to a product), and even mathematical calculations.
  
  
• Tickets, like common business forms, can be used to capture data regarding any business activity. Unlike common business forms, SPS tickets allows for instant electronic capture of the related information. This in turn supports reporting and analysis of such information.