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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 solutions by funtionality, so that you can make accurate and informed software purchasing decisions.
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 customer service assessment


Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many

customer service assessment  taking control of their customer service interactions. By 2010, says Gartner, self-service will account for 58% of interactions.ii At the product level, commoditization is taking hold. Looking for new avenues of competitive advantage, companies are enhancing pre and post-sale services to improve the customer experience. More importantly, customers will reward the company able to provide a better service experience. A recent study shows that 99% of U.S. adults said that, if they had a positive customer

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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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Documents related to » customer service assessment

Service Productization


Productization of services is accomplished by associating tangible features with intangible service offerings. Tangible features may take the form of personnel, collateral, methodologies, pricing, facilities, or other attributes. Automation tools like enterprise service automation, database, and project management tools serve as enablers to service productization. By associating tangible features with intangible services, the professional services firm can build client confidence.

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17 Rules of the Road for Customer Relationship Management


Customer relationship management (CRM) is more than a product—it’s a philosophy. That’s why, when it comes to CRM systems, it’s important to understand all the benefits of an integrated application before beginning the selection process. After all, just as a chain is only as strong as its weakest link, a CRM solution is only as good as its implementation.

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Vendor Analysis: Interliant's Security Vulnerability Assessment


A security vulnerability assessment service is a risk management process. Interliant's security vulnerability assessment service enables its clients to understand what risks their online transaction systems and network infrastructure face. Relevant Technologies has taken an in-depth look at Interliant's security vulnerability assessment service to find out what their tactical strategy is in helping organizations minimize risk, how this strategy evolved, and what IT decision makers can expect to gain from using their services.

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The Whys and Hows of a Security Vulnerability Assessment


TEC outlines the reasons for having a Security Vulnerability Assessment done, how a security vulnerability assessment is performed, what can be gained by enlisting the Security Vulnerability Assessment process, and what you should expect to see in a Security Vulnerability Assessment report. After all, the most important reason for having a Security Vulnerability Assessment performed is to enable corrective action. How can you know what to secure if you don't know what is insecure?

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Understanding Service-oriented Architecture and Its Impact on Small Manufacturers


Within the manufacturing community, the arrival of the latest, greatest enterprise software technology is often met with skepticism. The right service-oriented architecture (SOA) application, however, can reverse such doubts, as SOA continues to emerge as the dominant technical platform for building next-generation business applications. Its potential to transform enterprise software applications is not only well hyped—it’s also well documented.

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Customer Analytics in the Age of Social Media


This TDWI Best Practices Report examines organizations’ current practices and future plans for customer analytics technology implementations, with a special focus on how organizations are adapting to the knowledge potential as well as challenges of social media networks. The report offers recommendations for achieving greater return on investment (ROI) from customer analytics processes.

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Market Landscape Report: Field Service Management


If you have a mobile, customer-facing workforce, you need field service management (FSM) software. An FSM solution provides essential functionality—from planning and scheduling to work order management, to customer engagement—that’s missing from most ERP and CRM systems. Get a comprehensive overview of the FSM space, and learn about key functionality, major vendors, and the latest market trends in this market landscape report.

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Giving Service Companies a Fast Start


But, there are ways you can succeed, and you can find out about them in the sap white paper, giving service companies a fast start.

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Reverse Logistics for Service


Reverse logistics management for service requires specialized software that accounts for many transactions and processes unique to installed base support. By implementing a configurable solution that automates the end-to-end reverse logistics cycle, service organizations can increase productivity, improve the customer experience, and significantly reduce costs. Find out more.

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Service Performance Insight


Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs).

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