Abstract: Today’s reality for service providers is about dealing with falling voice revenues—and keeping existing customers. Some providers look for alternative sources of revenue via digital content and gaming. But as this happens, the product offerings become more complex, and the role of partners more and more important. Automated partner settlement solutions can play a very crucial part in your partner strategy. Find out how.

Abstract: This white paper introduces customer self-service and how using Surado Web Self-Service can increase customer satisfaction, reduce costs, and increase return on investments (ROI). The key is to understand your customer, your products and services, and the tools available to deliver service to maximize customer satisfaction and reduce customer service costs. This paper will discuss the various self-service options available, how to utilize best practices, delivery technology and how customer self-service is tied to the 'big picture' of customer relationship management (CRM).

Abstract: IT organizations today are faced with the constant pressure of reducing costs at the service desk, while at the same time ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing service resolution management (SRM) systems. With the addition of SRM, these organizations can address the core issues required to operate an efficient and strategic service desk.

Abstract: This article describes the unique challenges of the service supply chain, provides a framework for understanding the service management decision hierarchy, and highlights the dramatic value proposition available to companies that deploy advanced service strategies and decision-support tools to address these challenges. Brief case studies from leading service organizations Cisco and KLA-Tencor show examples of successful deployments of service supply chain strategies.

Abstract: In today’s market, customers have no patience for companies that let their size and complex product lines slow them down. The challenge for communication service providers (CSPs) is to leverage their size and complex service offerings to keep pace with competitors. Discover how a next-generation configuration solution can provide you with the tools and the service agility you need to meet and exceed customer expectations.

Abstract: Written for the IT outsourcing community, this document describes an approach for measuring the business value of IT in order to focus service provision activities on areas that are of priority to the client. It introduces a quality improvement process that can decrease the cost of service provisioning without impairing service quality. The intended audience includes those responsible for designing a solution, managers of an existing service, and people bidding for new business looking to differentiate their services. By measuring and reporting on the business value of an IT service, outsourcers' clients see the contribution being made to the success of their clients' business ventures. As a result, the outsourcers' relationships will transition from supplier to partner, they become better placed to exploit new business opportunities, and save money by focusing efforts on areas that are important to their clients.

Abstract: Networked printers and multifunction peripherals often require a high level of support and manual intervention. Secure remote monitoring platforms reduce device downtime by automating service alerts and meter reading, and providing proactive toner replenishment. Users benefit from improved device uptime, and manufacturers and their service partners can build proactive service relationships that can drive customer loyalty.

Abstract: With the resurgence of the service market sector, the need for value-added and cost effective delivery of services to create competitive advantage has become more important. Professional and embedded service firms are turning to technology in order to stay ahead and grow their business. This white paper provides a comprehensive market analysis developed through a survey of technology decision makers in service-based organizations.

Abstract: Improved service management boosts revenue from both service offerings and new product sales, while improved customer service and enhanced offerings increase customer retention, and draw new service business, providing an additional, low risk and likely repeated revenue stream over a long period of ownership.

Abstract: Enterprise resource planning (ERP) is enabling service organizations to streamline service delivery, optimize operations, and improve customer satisfaction. In this podcast, TEC analyst Neil Stolovitsky sits down with Oracle's Ted Kempf for his take on the unique implementation requirements of ERP systems for professional service organizations, as well as the role technology plays in running a successful service business.

Abstract: Ready for another Internet Tsunami? Broadband and Wireless ubiquitous infrastructures are coming into place at a rapid rate. Digital Business Service Providers (DBSPs) are scrambling to get ready. Users should be thinking now about the impact on their digital business.

Abstract: Today’s Digital Business Service Provider (DBSP) market is a complex of interrelated services and provider capabilities. This article traces the history of the service providers, and explains how each arose at points when markets developed around particular core technologies. The historical evidence suggests something about future planning for new technologies and developments.

Abstract: Third-party logistic (3PL) providers are under pressure to keep costs low, expand services and capitalize on evolving supply chain management technology. As customers are becoming more discerning, 3PLs can leverage service oriented architecture to meet customer needs.

Abstract: Great service is the number one reason customers are loyal and recommend companies to friends and colleagues. But on the flip side, 80 percent of customers say they stop doing business with a company because of a bad service experience—and that they’ll never do business with the company again. Find out how you can gain the essential service capabilities, both online and at the service center, to keep your customers loyal.

Abstract: Ensuring the quality, accuracy, and security of customer data has never been more important than it is today. The growing potential for privacy breaches and tighter compliance regulations have created unique challenges and responsibilities for many data providers. Here we discuss some of the key privacy issues surrounding data management, and how partnering with a provider of master data management (MDM) software can help.

Abstract: Small-business users of voice over Internet protocol (VoIP) have very different needs. But all users have similar concerns when it comes to cost, the range of features, and the level of service included in their VoIP plans. Does your provider offer remote office features? Fax support? E-911? And do you need a hosted or an on-premise service? Before you sign the contract, there are a few things you ought to know.

Abstract: Book publishers and information service providers are facing numerous challenges—production costs are on the rise, revenue windows are shrinking, and successful authors are few and far between. Publishers need to keep track of intellectual property, make better use of it, and improve their marketing and sales activities. But doing all that requires accurate, up-to-the-minute information, across the entire organization.

Abstract: Building, maintaining, and leveraging customer data feeds is expensive and difficult. Customer data can be sent in a variety of formats, using a number of delivery methods. Amid this variety of data, outsourced service providers must be able to provide high-speed “provisioning” of customers. Businesses capable of accepting customer data regardless of format will thus have a significant competitive edge.