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Insights to Accelerate Services Growth: Account Management, Service Metrics, and Customer Dashboards
A service business should be managed and measured based on the maturity of the business and the specific requirements of its customers. To take this approach

account service  a BI framework which account teams, service personnel, and customers can access, will clearly help to facilitate the intelligent machine vision. Most organizations in the growth stage have the ability, sophistication and data access to carefully map their strategic accounts into a Customer Experience Map (sidebar). This tool provides the opportunity to map your actual service delivery performance – Operational Index (higher percentage indicates better performance) to the customer’s perceived opinion Read More...
Field Service Management (FSM)
Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the intallation, maintanance, reparing, and meter r...
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Documents related to » account service


Good Customer Service Is Simple
Outstanding customer service is a competitive advantage. Most companies salute good customer service as a key objective. But in its simplest form, what is good

account service  do some engineering to account for the tighter specs. The chemical company saw tighter specs as an improvement to customer service, but it had no impact on most customers and a negative impact on a few. If the customer does not see value in the “improved customer service,” it is not an improvement. Changes in any direction can have unforeseen consequences. The Role of Systems At a tactical level, making promises you can keep and keeping those promises is enabled by internal systems. We stated that Read More...
Six Sigma for IT Service Level Management
Industry analysts, Enterprise Management Associates (EMA), recently conducted research to understand how widespread the acceptance of Six Sigma is for managing

account service  way to justify and account for IT expenditures by re-architecting IT functions as IT-services across all technologies. The service is a continuum that achieves a business goal or priority and has a positive customer experience at its center. SLM is still a new concept for most IT professionals. Most IT leaders are looking for guidance in the form of best practices, implementation assistance, toolset selection and reporting. One good place to start is to learn about and consider following the guidance of Read More...
Reducing Operational Risk of IT Service in Finance
An overview for CIOs of the provision and management of IT services at a level that addresses the risk management issues raised by the Basel Committee's New

account service  Banking Supervisions New Capital Account (Basel II) . This includes CIOs, chief information security officers (CISO) , and IT risk managers from banks, as well as client executives, solution architects, and operation managers from financial services providers (FSPs) . This paper describes the risk management and capital requirement issues raised by Basel II, which is expected to take affect during 2006 and to be tested throughout 2005. Proxima Technology provides a real-time IT service measurement and Read More...
Generating Revenue from Service
A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business, from Marketing to Service, including

account service  the best case the account team will review the client with the following departments: The Commercial group : to examine the existing contract to determine the profitability of the client and the potential to maneuver and create options for negotiation. The Service group : to assess Service levels delivered and the Customer Satisfaction performance currently, and historically, delivered. If it appears that the renewal will become competitive and the client is no longer acting as a retained client then the Read More...
Service-oriented Architecture-Savior or Nemesis?
Managed well, service-oriented architecture (SOA) offers a tremendous opportunity to make positive changes and lay a foundation that will allow IT to become

account service  service ownership, sharing, and accountability. For example, who will be responsible for fixing the problems caused in major application when a shared service fails? Initial SOA projects will likely be very expensive as they will include lots of foundation work and will require lots of lessons to be learned. One key lesson, that will likely require several rounds of trial and error, will be determining at the level of granularity to provide services. Fully realizing the benefits of SOA will take years, Read More...
6 Secrets to Simplify Field Service
Field service can be complex: scheduling technicians, inventory and repair, service contracts, work order management, and more. There are a lot of moving parts

account service  Secrets to Simplify Field Service Field service can be complex: scheduling technicians, inventory and repair, service contracts, work order management, and more. There are a lot of moving parts—literally! It’s time to simplify. This white paper outlines six secrets that will help streamline your field service organization, delight your customers, and increase your profit margin. Download the white paper and see how ServiceMax can help you get these benefits. Read More...
Employee and Manager Self-Service: A Virtual Chameleon in the Workplace
In order for employee self-service (ESS) and manager self-service (MSS) technology to be effective, it must serve multiple purposes for multiple business units

account service  and Manager Self-Service: A Virtual Chameleon in the Workplace Employee and Manager Self-Service: A Virtual Chameleon in the Workplace If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. cfactor Employee / Manager Self-Service innovative self-service suite is not your typical Human Resource / payroll automation solution. Unlike traditional ERP-style HRMS systems, It’s flexible. Source : Cronus Technologies Inc. Resources Related Read More...
The State of Service Management
This document describes the current state of the service enterprise, and reveals the goals and investments prioritized by service leaders (over 200 polled in a

account service  State of Service Management This document describes the current state of the service enterprise, and reveals the goals and investments prioritized by service leaders (over 200 polled in a recent survey) for 2012. It also reveals the performance benchmarks of leading service organizations, and divulges the strategic elements that contribute to best-in-class performance. Read More...
Service Delivery Innovation: Creating Client Value and Enhancing Profitability
The rules for success in today’s fiercely competitive market are constantly changing. Through service delivery innovation, a company can differentiate itself

account service  Delivery Innovation: Creating Client Value and Enhancing Profitability Service Delivery Innovation: Creating Client Value and Enhancing Profitability If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Founded in 1972, SAP has a rich history of innovation and growth as a true industry leader. SAP currently has sales and development locations in more than 50 countries worldwide and is listed on several exchanges, including the Read More...
Zef Scientific Selects IFS Enterprise Service Management
IFS has announced that Zef Scientific, Inc., a multi-vendor service provider for high-performance liquid chromatography؎mass spectrometry (HPLC-MS) systems used

account service  Scientific Selects IFS Enterprise Service Management IFS has announced that Zef Scientific, Inc. , a multi-vendor service provider for high-performance liquid chromatography–mass spectrometry (HPLC-MS) systems used in the pharmaceutical, biotechnology, chemical, and environmental industries, has chosen IFS Enterprise Service Management software to manage productivity for its growing business. Deployment includes Zef Scientific’s headquarters in San Diego, California, and other offices in North Read More...
Software as a Service beyond Customer Relationship Management and Sales
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS). Vendors such as WebEx, Webcom

account service  resource planning (ERP) or accounting origins, the recent successes in the market of NetSuite and Intacct might vouch for this need. In fact, applications are more often outsourced than infrastructure, and this is increasingly done through SaaS. These applications include travel services, h uman resources (HR) management (personnel, benefits, and payroll, from vendors like Taleo , Employease , Kronos , Ultimate Software , etc.), and billing and payment processing. Business to consumer (B2C) e-commerce Read More...
Managed Service Programs
Not only do today’s stakeholders expect little or no downtime, but they also value user experience as it contributes to their day-to-day activities. Technology

account service  Service Programs Not only do today’s stakeholders expect little or no downtime, but they also value user experience as it contributes to their day-to-day activities. Technology teams must take end-to-end responsibility for service execution and operation so that users can focus on their core business and not worry about the engine running behind their organization. This paper provides insight into managed service projects and suggests some project management practices for improved service. Read More...
SAP field service
SAP offers an end-to-end service management solution that can be used across all the departments of a company to manage contracts, process issues, and

account service  field service SAP offers an end-to-end service management solution that can be used across all the departments of a company to manage contracts, process issues, and execute service orders. SAP Field Service is part of SAP Service Management, which offers functionality for service order management, installed-base management, warranty and claim management, parts logistics integration, and mobility. Analytics and big data features are also delivered by SAP to extend its core field service offering. Read More...
The Importance and Benefits of Automatic Technician Scheduling in Field Service Operations
Deciding which technicians to assign to service orders, and when to schedule and dispatch them can be a tricky if not complicated process. And that’s not all

account service  Importance and Benefits of Automatic Technician Scheduling in Field Service Operations Deciding which technicians to assign to service orders, and when to schedule and dispatch them can be a tricky if not complicated process. And that’s not all! Service demands and schedules are incredibly dynamic and constantly changing throughout the day. Most service companies today require an automated and real-time approach to scheduling field service staff. Know the benefits of implementing a dynamic scheduling Read More...

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