Service Management: Understanding the Real End-user Experience

  • Source: Compuware
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How many of your online customers are happy customers? Today, few organizations can answer this question accurately, usually relying on customer complaints to highlight areas of underperformance. However, a significant proportion of unsatisfied online customers won’t even bother to complain. But now, organizations can track customer interactions in real time—transforming online experiences into truly effective channels for customer care.

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Understanding Reverse Logistics in Field Service Management

  • Source: IFS
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This white paper defines reverse logistics as it relates to aftermarket service, describes how it differs from forward logistics, and then discusses the difficulties inherent in selecting and using enterprise software to facilitate reverse logistics and repair processes including warranty repair, original equipment manufacturer (OEM) repair and handling return material authorizations (RMAs) from distributors. Download the paper. Read More

Selecting Field Service Management Software

  • Source: IFS
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What is a dynamic scheduling engine, and why does your field service management operation need one? Learn the ins and outs of this technology, which can help you adapt to rapidly changing priorities, schedule in real time, meet demanding service level agreements, and more, all while reducing cost. Read More

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