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Bolstering the Call Center with Service Resolution Management Processes
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches

answering a complaint  gone away happy. But answering these simple questions can often mean wading through a disparate mix of click stream data, e-service usage logs, CRM analytics, analytic reporting, and more. Well-designed applications that are consistent with other self-service channels and that are integrated with assisted-service channels as required, such as the telephone or a live chat feature, are critical, not only for self-service adoption, but also for overall customer satisfaction marks. Self-service fails when it Read More
Discrete Manufacturing (ERP)
The simplified definition of enterprise resource planning (ERP) software is a set of applications that automate finance and human resources departments and help manufacturers handle jobs such as or...
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Documents related to » answering a complaint


Transforming Performance Management in an SAP Environment: Considerations for Finance
Finance professionals who plan, budget, and forecast in an SAP environment always need to drive additional value from their SAP solutions. One of the most

answering a complaint  Here's a practical illustration. Answering the question, What are our total headcount and compensation costs? is a first step toward understanding how employee-related expenses affect the P&L. But headcount can also be a major driver for diverse areas of the business. For example, IT-related expenses can be very headcount-dependent. If IT knows that a given department plans to increase headcount by 15 percent in the coming year, it can use that information in developing its own plans—or better yet, Read More
Facing A Selection? Try A Knowledge-Based Matchmaker Part 3: Comparing Three ERP Vendors
This part illustrates how selecting the right ERP product depends on each client's requirements. Epicor, QAD, and Ramco Systems' rank can change with different

answering a complaint  A Selection? Try A Knowledge-Based Matchmaker Part 3: Comparing Three ERP Vendors Executive Summary Selecting a piece of enterprise application software has never been an exact science. Vendors' hype, consultants' conflict of interest, users' doubts, tediously long selection processes, and unclear decisions rationale are some of the unfortunate watchwords for most selection practices. It is daunting for corporate IT buyers to discern the true capabilities, strengths and weaknesses of a given Read More
Scala Shows Far More Than A Bit Of A Backbone Part 1
Scala seems to be telling any competitor that two can play the game in the global enterprise market. Employing offense as the best defense, the company is

answering a complaint  Shows Far More Than A Bit Of A Backbone Part 1 Event Summary At the beginning of July, Scala Business Solutions (ASE: SCALA; www.scala.net ), an Amsterdam, the Netherlands-based provider of collaborative ERP software for mid-size enterprises and subsidiaries of global corporations, launched a number of initiatives to defend its turf by providing a counter value proposition to users of its larger competitors, especially SAP. Most recently, on July 16, Scala announced that it signed a new partnership Read More
Scala Shows Far More Than A Bit Of A Backbone Part 3: Challenges and User Recommendations
Although the value proposition offered by Scala should bode well to creating increased demand and acceptance of the Scala offering in the global SME market

answering a complaint  Shows Far More Than A Bit Of A Backbone Part 3: Challenges and User Recommendations Scala Shows Far More Than A Bit Of A Backbone Part 3: Challenges and User Recommendations P.J. Jakovljevic - August 8, 2002 Challenges At the beginning of July, Scala Business Solutions (ASE: SCALA; www.scala.net), an Amsterdam, the Netherlands-based provider of collaborative ERP software for mid-size enterprises and subsidiaries of global corporations, launched a number of initiatives to defend its turf by providing a Read More
A Firewall is Cheaper Than a Lawyer
eBay's motion for a preliminary injunction to limit Bidder's Edge online auction search engine from linking to their site, may set precedents for future

answering a complaint  Firewall is Cheaper Than a Lawyer A Firewall is Cheaper Than a Lawyer L. Taylor - May 15, 2000 Event Summary On Friday, April 14, the Federal District Court in San Jose, California held a hearing on eBay's motion for a preliminary injunction to limit Bidder's Edge, an online auction search engine, from linking to eBay's website. In an open letter dated April 20th to its user base, President and CEO of Bidder's Edge, Jim Carney, defended his position stating that, we remain confident in the correctness Read More
App Development in a Mobile World: A CIO Handbook
As a senior stakeholder driving mobile initiatives in your organization, you may be lost in a sea of technologies and claims from vendors promising rapid

answering a complaint  Development in a Mobile World: A CIO Handbook As a senior stakeholder driving mobile initiatives in your organization, you may be lost in a sea of technologies and claims from vendors promising rapid delivery of applications to your employees, customers, and partners. To help explain some of the topics you will need to be aware of, and to separate the must-haves from the nice-to-haves, SAP has developed a reference guide for applying a mobile strategy in the context of application architectures, best Read More
Frontstep (Nee Symix Systems) A Step Closer To A Turnaround
While Frontstep reported its fourth consecutive loss in Q2 2001, which was also the first quarter the company operated under the new name, the latest license

answering a complaint  (Nee Symix Systems) A Step Closer To A Turnaround Frontstep (Nee Symix Systems) A Step Closer To A Turnaround P.J. Jakovljevic - February 26, 2001 Event Summary On January 24, Frontstep, Inc. (NASDAQ: FSTP), a leading provider of business systems for mid-sized distributors and manufacturers, announced financial results for the second quarter and six months ended December 31, 2000. Revenue from new license fees was $17.2 million, up 11% from the same quarter last year. Total revenue was $34.1 milli Read More
Move from a
While the role of IT in product development and sales has increased tremendously, a disconnect remains between the IT and business sides of an organization

answering a complaint  from a Cost Center to a Game Changer While the role of IT in product development and sales has increased tremendously, a disconnect remains between the IT and business sides of an organization. Some organizations also incorrectly believe that IT spend does not add direct value to the business and hence is not justified. The onus is on IT to mend this perception by delivering tangible business value. Learn how. Read More
A Tale of a Few Good SCM Players - Part 4
Part 1 of this blog post series followed the genesis of Manhattan Associates from its inception in 1990 throughout the mid-2000s. During this time, Manhattan

answering a complaint  Tale of a Few Good SCM Players - Part 4 Part 1 of this blog post series  followed the genesis of  Manhattan Associates  from its inception in 1990 throughout the mid-2000s. During this time, Manhattan Associates was the epitome of an impeccable  supply chain management (SCM)  software company in terms of market share, growth, profitability, and its product capabilities. Indeed, the company set the industry standard for the supply chain execution (SCE) space and was the envy of its competitors. But Read More
Creating a Business from a Project
Many software services companies are not able to turn their individual project successes into a line of business that brings in additional revenue streams. At

answering a complaint  a Business from a Project When Ram took over the PeopleSoft practice division at a mid-sized Indian software services company, the term practice was a misnomer: the company had only one customer for PeopleSoft, and all its PeopleSoft credentials were vested in the twenty-five individuals who were working on this project. Despite the fact that this one customer was highly referenceable and a global leader in its industry, Ram's company hadn't manage to acquire a single additional PeopleSoft Read More
Facing A Selection? Try A Knowledge-Based Matchmaker Part 4: User Recommendations
This tutorial identifies the significance of researching technology vendors to both buyers and vendors/VARs. Buyers require research to determine the short

answering a complaint  A Selection? Try A Knowledge-Based Matchmaker Part 4: User Recommendations Executive Summary Selecting a piece of enterprise application software has never been an exact science. Vendors' hype, consultants' conflict of interest, users' doubts, tediously long selection processes, and unclear decisions rationale are some of the unfortunate watchwords for most selection practices. It is daunting for corporate IT buyers to discern the true capabilities, strengths and weaknesses of a given enterprise Read More
A SaaS Start-up Cautionary Tale: The Makana Experience (Or: How You Can Create a Great Product and Still Hit the Wall)
Great products and a growing customer base are not enough to succeed in the SaaS ICM marketplace. Find out why Makana, a startup SaaS vendor, found it difficult

answering a complaint  more time is spent answering questions and following up to gather signed copies. At that point, each rep's acceptance of his or her plan document is maintained in electronic or hard-copy records. As Makana Solutions’ then-CEO Elizabeth Cobb explained in a 2007 press release , “most companies lack good tools for planning, instead relying on spreadsheet-based systems to develop, model, and test incentive pay plans.” The press release further stated that [b]ecause most companies rely on spreadsheets Read More
A Very Helpful Tool When You’re Choosing a New Software Solution
If you've ever been involved in selecting a business software solution, you know how tricky it can be. Today’s software systems are quite complex, and it can be

answering a complaint  Very Helpful Tool When You’re Choosing a New Software Solution If you've ever been involved in selecting a business software solution, you know how tricky it can be. Today’s software systems are quite complex, and it can be very difficult to tell which vendor has the solution best suited for the special needs and business processes of your organization. One way to help avoid making a bad choice is to have a complete list of software functions to refer to. Let's say you're going to be choosing a new Read More
The Benefits of a Software Selection Project-Even when Management Imposes a Decision
The Project Delivery Group (PDG) here at Technology Evaluation Centers (TEC) works closely with our clients to assist and guide them through the process of

answering a complaint  Benefits of a Software Selection Project-Even when Management Imposes a Decision The Project Delivery Group (PDG) here at Technology Evaluation Centers (TEC) works closely with our clients to assist and guide them through the process of evaluating and selecting their business software solutions. Over the years, this group has witnessed the multitude of issues and hurdles that can arise—oftentimes unexpectedly—during those selections and has become adept at helping its clients work through various Read More

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