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Call logging built for the way OEM support actually works.
Your support team takes hundreds of calls about machines in the field. Tech Support Pro gives every agent instant access to a machine’s full call history — by serial number — so no call starts from zero.
The problem with generic help desk software
Most ticketing tools were built for software support, not physical equipment. They don’t think in terms of serial numbers, warranty status, or machine-specific service history. Teams end up bolting on spreadsheets, sticky notes, or shared documents to track what a generic tool can’t — and that’s where call history gets lost, follow-ups slip, and warranty disputes get harder to defend.
Tech Support Pro is built around the one piece of information every OEM support call starts with: the machine’s serial number.
Why OEMs choose Tech Support Pro
Look up any machine in seconds
Search by serial number and get the complete call history instantly — every prior call, who handled it, when it happened, and what was discussed. No more asking the customer to repeat their issue because the last agent’s notes are buried in an email thread.
Multiple agents, one source of truth
Your team can be on the phones at the same time without stepping on each other. The moment one agent saves a call, it’s visible to everyone else who looks up that machine next. No double work, no conflicting records.
Nothing falls through the cracks
Every call gets marked Done, Requires Follow-Up, or Escalated. A dedicated follow-up queue shows your team exactly what’s outstanding, across every machine, in one place — instead of relying on memory or a notepad by the phone.
Know who handled the last call, instantly
Agent, call duration, and timestamps are captured automatically — not buried in typed notes. Anyone who pulls up a machine can immediately see who took the last call and when, without reading through paragraphs of history to find it.
Warranty and call-reason reporting that actually answers your questions
Configure your own call-reason categories — electrical, mechanical, software, user error, or whatever fits your products — and instantly see call volume broken down by reason and warranty status. Know exactly how many warranty electrical issues you handled last quarter, not just a total call count.
Full machine history, not just call logs
Every machine’s record goes beyond calls — track service history, part replacements, prior repairs, and configuration notes alongside warranty start and end dates, all tied to the serial number. Agents see the complete picture the moment they pull up a machine.
Customers and contacts, properly connected
Machines are tied to a customer account and contact, not just a bare serial number. Know immediately who owns the equipment, how to reach them, and what their service history looks like — no separate spreadsheet required.
A knowledge base that gets smarter with every call
Search past resolutions by machine or model right from the call screen. When a new call comes in, agents can instantly see how similar issues were solved before — cutting resolution time and keeping fixes consistent across your whole team.
Built for growth
Tech Support Pro starts simple and scales with you — from a single support line to a full multi-agent call center, with SLA tracking, escalation workflows, and reporting exports on the roadmap right behind what’s here today.
How it works
• Look up the machine — Search by serial number to pull up the machine’s profile, customer details, and full service and call history.
• Check past resolutions — Search the knowledge base for similar issues on this machine or model before you even start troubleshooting.
• Log the call — Start a new call, record what happened, and the system automatically tracks who’s on it and how long it takes.
• Flag what needs attention — Mark the call Done, Requires Follow-Up, or Requires Investigation — and it shows up in the right place for the right person to act on.
• See the patterns — Your reporting dashboard turns every call into data: warranty trends, common failure reasons, and resolution times, broken down the way your business actually thinks about its products.
Built for teams who support physical machines
Tech Support Pro is designed specifically for OEMs and equipment manufacturers — not adapted from a generic CRM or repurposed ticketing tool. If your support team’s first question on every call is “what’s the serial number?”, this is built for how you actually work.
Simple, predictable subscription pricing
No long-term contracts. No per-machine or per-user fees. Just straightforward subscription pricing that scales with your team.
