Documents » affadavit of support canada.
Abstract: Today’s
support organizations often face the challenge of providing efficient and effective customer service. Without the right tools, it can become an uphill battle. To gain true scale and effectiveness in service and
support, many organizations are now turning to knowledge management initiatives like knowledge-centered
support (KCS)—a business process that directly addresses the root causes of
support inefficiencies.
PubDate: 9/5/2007 4:01:00 PM
Abstract: As pressure increases to reduce costs and improve customer service, many companies are outsourcing outside the US. Although India and Malaysia are the least expensive options, companies that want to build strong long-term partnerships with a call center—while taking quality, political climate, and cost into consideration—should look north of the border. Canada builds a solid case for any company’s outsourcing dollars.
Abstract: Metro Canada Logistics, a third party provider of warehousing, transporatation, and related logistics services streamlines accounting processes with the help of Microsoft Business Solutions Great Plains.
Abstract: Learn how Quaker Oats of Canada found a solution that would give it the ability to optimize its short-term schedule, as well as provide long-term projections based on the real capacity of production plans, inventory targets, and manpower levels.
Abstract: Many organizations don’t follow formalized processes for technical support evaluation. However, technical support is a vital component of any enterprise software solution. The fact is, poor technical support can have a severe impact on a solution’s total cost of ownership.
Abstract: Mature systems in any enterprise require an approach different from newer implementations to software support—one that focuses on customization, interoperability, and performance support. Yet despite this fact, most vendors continue to offer the same one-size-fits-all models of support.
Abstract: Performance support helps keep workers on track. But truly effective performance support communicates company-specific “when, what, and how” information, in the fastest, clearest, and easiest way possible—like a GPS unit issuing personalized directions for the specific task at hand. Performance support won’t teach you how to drive, but it will help you get to where you want to go.
Abstract: TD Bank of Canada has entered into a partnership with Commerce One to create an E-purchasing marketplace in Canada. As the first such endeavor, the bank hopes to capture both mind- and marketshare before the inevitable competitors crowd in.
Abstract: 'By itself, the Clientele support component was great; it had consistently done exactly what we wanted it to do over a significant period of time,' says Hooper. 'In choosing the new solution, we knew we needed to integrate it with our support group. Our support group was using a well-tested product that was essentially problem-free. We didn’t have to call Epicor’s support team frequently to help us fix issues, it ran well and we had a lot of confidence in the product.'
Abstract: Many market observers might yawn at SAP's recent Premium Support announcement, but users increasingly appreciate more choice and certainty, and may take notice of what the market leader is trying to do with this middle-of-the-road support option.
Abstract: In going through a business decision process for complex technology selections, more and more use is being made of technologically driven processes using Decision support tools and captured knowledge. The use of these systems and the capability to drive a solution from them assumes an ability to accurately express business requirements and business value within these tools. In this article, we explore the marriage of knowledge management and decision support in forming knowledge based selection systems and procedures that can assist in reducing the current appalling record of IT project failures. This is illustrated by the process to select a Personal Digital Assistant (PDA).
Abstract: SAP is addressing the problem of customers wanting support that vendors are either not providing, or providing at unjustifiable prices. Support and maintenance customers are committed to service contracts, but only to a point. New options are thus available.
Abstract: Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers and partners with higher levels of service while increasing Great Plains’ operational efficiency. Here’s how Great Plains uses the web to augment its technical support services.
Abstract: The decision to support older releases is like any other business decision, it is all about the money and profitability. If the vendor can make money at providing support for older releases, it is good business for the vendor. The decision may be sugar-coated with pronouncements about doing what is good for the customer, but both the vendor and the customers know that the first consideration must be the money.
Abstract: In today’s fast-paced business environment, providing customers with timely support when problems occur is critical. But in order to do so, information must be readily available throughout the enterprise. By integrating your customer support, defect tracking development, and knowledge management systems, your business will benefit from improved customer satisfaction and retention, as well as increased staff productivity.
Abstract: As products become more complex and customer expectations continue to rise, service and support become increasingly difficult. So how can service and support managers transcend these problems and use each customer interaction to build customer loyalty and drive service leveraged revenue? By empowering customers with Web 2.0 technology and enabling users to manage their own experiences. Find out how.
Abstract: MAPICS has consistently scored above average in the following customer-service & support benchmarks: reliability, quality of support, vendor stability, ease of doing business, and affiliate product and industry knowledge. However, limited platform support means that AS/400 products will contribute more than 50% of total license revenue within next 5 years. Furthermore, for the next 18 months, approx. 80% of license revenue will come from its existing customer base, who will want to either replace an old MAPICS product or add new modules to an existing MAPICS XA installation.
Abstract: This benchmarking study analyzes human resources (HR) performance for over 200 best-practice companies in three categories: process and transactional support, expertise-based business support, and strategic decision support. Two questions are at the core of the study: How can companies reduce HR costs and increase HR efficiency? And how can HR organizations create business value and optimize effectiveness? Find out what they said.
Abstract: The first step to a successful storage area network (SAN) implementation is preplanning. Architecting a SAN not only helps solve issues of storage consolidation, it facilitates day-to-day data center support and maintenance. A SAN investment should save support dollars, not require additional support resources. With a sound implementation strategy, costly upgrades—and many headaches—can be avoided.