1. VTH Support Fusion
Partnership between Virtual Town Hall and Support Fusion of Maynard, MA

2. Virtual Town Hall
Providing web and advanced e-government solutions to over 190 municipal governments in 13 states, since 1998.

3. Support Fusion, Inc.
Providing online Customer Request Management services to the technology industry in 25 countries worldwide.

4. VTH Support Fusion
Tracks all citizen service requests from initiation to completion
Provides automatic routing by based on citizen selected categories
Provides automatic escalation of unresolved requests
Provides reporting on all open requests, as well as all activity performed on those requests

5. VTH Support Fusion
Citizens can submit issues by simply sending to your designated support address
Citizens can log into your website to initiate new service requests with an easy to use web interface
Citizens can track their requests from initiation to completion

6. VTH Support Fusion No more forgotten emails! Fewer irritated citizens!
Less demand on your staff!

7. With VTH Support Fusion you can easily query a knowledge-base to find answers to your questions….

8. …or view the Top 10 Most Frequently Asked Questions!

9. …or log in to submit a new service request….

10. VTH Support Fusion will send a reply with possible answers directly from the knowledge-base you have built over time.
And citizens can rank the helpfulness of your knowledge-base to help you improve over time.

11. Email requests will automatically be logged into the tracking database.
If the senders address is already on file it will be attached it to that citizen’s account for historical tracking.

12. When creating a new service request citizens can choose general categories, which will cause open a window asking for more specific data based on the category.
Additionally, the request will automatically be forwarded by to your staff person responsible for addressing the issue!

13. Each request or question will remain with the citizen’s history forever.
Both they and you can always look back into the archives to determine what has happened, or is happening with any requests for service.

14. Your administrators can review open items…

15. Follow up activities can be created by your authorized users by logging into VTH Support Fusion, or by simply replying to the notification received when the service request was posted!

16. As activities are added, and when a service request is closed out, the VTH Support Fusion will generate an automatically to notify the citizen of the action taken.

17. Administrators can easily view completed activities for each open issue.

18. VTH Support Fusion No more forgotten emails! Fewer irritated citizens!
Less demand on your staff!