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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 customer management service


Integrating Customer Relationship Management and Service Resolution Management
The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies

customer management service  Customer Relationship Management and Service Resolution Management A customer relationship management (CRM) system that accommodates complex customer-facing processes requires four key factors to give the system a competitive advantage. The first key factor lies in the application's ability to develop a complete customer profile that supports multiple business units and products. Service organizations need a wide range of customer data, including demographics, financial status, and current and

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

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 reading for industries relying heaviling on equipment. FSM workers require functionality for customer engagement management, service and asset management as well as workforce management. Since most activities in FSM take place outside of the office, mobility is a big component of the a FSM software solutions. Typically, FSM software is not used as a stand-alone solution, as it needs to integrate with Financials, ERP, CRM and EAM to ensure accurate data exchange. Even if its main purpose is to maintain and repair equipment, it can also be used to gather customer satisfaction and equipment performance feedback. To allocate human resources efficiently, workforce management is an integral part of an FSM system. 

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The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010


This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences and build stronger buyer loyalty. Customers are increasingly online, want self-service options, and demand real-time responses. Also, social media has grown to be an important new channel for interacting with customers and engaging in innovative ways.

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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, MCA Solutions, and Ariba are delivering applications as SaaS.

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Using Service Management Software to Enhance the Customer Experience


These days, high quality is a customer expectation; product features and related service become competitive differentiators. So how can service management software for field service and for depot repair be leveraged to drive up customer satisfaction levels, increase sales of service offerings, and thereby drive revenue and margin? Read this whitepaper to learn more, with a special emphasis on some of the new and emerging technologies that best-in-class companies will adopt in the months to come.

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Comparing On Demand Customer Relationship Management Service Alternatives


Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality; vertical, industry-specific features; and accounting-related features. When evaluating and selecting a CRM solution, enterprises must be aware of the potential issues associated with functions and features that are not part of core CRM functionality.

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Do You Need a Content Management System?


Understanding what content management means is the first step to determine how a solution will suit your company. Because of the abundance of information both inside and outside of organizations, it is crucial to harness it as an effective business asset.

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Smartree Talent Management Suite


Smartree Talent Management Suite manage complex and resource-consuming processes like personnel administration, time registration, organisational charting, performance evaluation, training administration, recruitment and others, transforming them into effective and enjoyable activities, for which the administrative and bureaucratic aspects are fully carried out by computers, in a timely and accurate manner.

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Predictive Service Excellence for Printers: An Overview of Remote Service Platforms for Printer and Copier Devices


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.

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Why Invest in Talent Management? Five High-ROI Business Drivers for Implementing a Talent Management Program


Clearly, with skilled workers retiring and the pace of change accelerating, recruitment alone can’t supply the smart leaders, strong managers, high performers, and ever-changing skills sets necessary for success. That’s why organizations can see solid return on investment (ROI) by balancing recruitment with an investment not just in training, but in comprehensive talent management. Download this white paper to read more.

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Cash Management 101


Cash management is an essential business process all organizations must perform to survive. Though cash management uses automation for much of the “grunt” work, it is human intelligence in the financial decision making that does the rest.

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The New Frontier for Personalized Customer Experience—IBM Predictive Customer Intelligence


This paper introduces the IBM Predictive Customer Intelligence solution, which gathers relevant customer information from internal and external sources and uses advanced analytics and scoring to recommend the right offer or action before or during an interaction.

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