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Customer Data Integration: A Primer
Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience. Implementing CDI within a

customer service request template  2006 Introduction Implementing a customer data management system can be the difference between success and failure in terms of leveraging an organization's customer relationship management (CRM) system. Since customers drive profitability, organizations need a way to provide their employees with a single view of the customer and to provide that customer with above-average customer service. Unfortunately, this is not always the case. Disparate applications such as billing and call center systems do not Read More...
Customer Relationship Management (CRM)
Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they a...
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Documents related to » customer service request template


It’s the Time to Master Your Master Data
A recent blog post CRM for the Finance and Banking Industry – Part 1 by Gabriel Gheorghiu touched on a pain point of many of today’s enterprise IT environments.

customer service request template  customer-facing operations, when a customer receives two phone calls from a company–a delivery notification made by a shipment clerk working with a SCM system, and a service follow-up handled by a customer care representative using a CRM system, the customer wants to be addressed as the same person. More importantly, as a company, you don’t want the two departments to contact the same customer as if they were talking with two individuals. What you want is the single version of the truth with respect Read More...
Upside Software Remains on the Upside of the Contract Management Market
My recent article entitled “Why Should Enterprises Manage their Contracts Closely?” analyzed the importance of enterprise-wide contract lifecycle management

customer service request template  founder Jason Busch . Customer Choice Helps, Too Certainly, Ariba, Emptoris, iMANY, Hyland Software , Selectica, SAP, Oracle, Zycus, Symfact AG, Iasta, PROACTIS , and others also have competitive CLM offerings. But hardly any of them offer that much choice to their customers in terms of both functional footprint depth and breadth (from an entry-level to an all-encompassing enterprise CLM suite) and deployment (via on-premise perpetual software licenses and on-demand subscriptions). All of the product Read More...
ViryaNet G4 Is Now a TEC Certified Field Service Management Solution
Technology Evaluation Centers (TEC) is pleased to announce that ViryaNet G4 is now a field service management (FSM) certified solution. ViryaNet G4 is a field

customer service request template  the queues of different customer service representatives (CSRs) and helps populate the work order request with the correct customer information.   Work requests can be created under contracts and linked to warranties, service-level agreements (SLAs), etc. or they can stand alone. Additionally, the system allows companies to define work types to organize the requests that it receives from its customers. In so doing, the system can give an estimate of the required time and resources needed by each job Read More...
ServiceMax Field Service Management Is Now a TEC Certified Solution
ServiceMax has become part of Technology Evaluation Centers’ (TEC’s) group of certified field service management (FSM) applications, and is now available for

customer service request template  important when creating a customer invoice. When requesting a part, the technician is able to search the nearest location by using the ‘find stock’ feature. From a mobility perspective, ServiceMax has been focused on delivering its solution in HTML5 to ensure that the product can support all mobile devices. New mobile features include: returns and reverse logistics, enhanced contract management, pro-forma invoicing triggered by the technician, and advanced optimization capabilities. The screenshot Read More...
Employee and Manager Self-Service: A Virtual Chameleon in the Workplace
In order for employee self-service (ESS) and manager self-service (MSS) technology to be effective, it must serve multiple purposes for multiple business units

customer service request template  productivity of its workforces. Customers are using cfactor for automating routine human resource and business processes, providing employee and manager selfservice, performance management, benefits administration, workforce communications and HR analytics. cfactor technology has been recognized for supporting HR best practices (Canadas Top 100 Employers 2006), as Best New Product (SABEX 04) and presented with the HR Technology Excellence Award (HR Tech 03) . To develop a business case for ESS/MSS or for Read More...
What Is Software as a Service?
Though born from the ashes of traditional hosting models, software as a service differs fundamentally from its predecessors. Its software is designed to be

customer service request template  names, see Comparing On-demand Customer Relationship Management Service Alternatives ) generally offer good solutions for standard business operations. However, by using multi-tenant architecture, which requires volumes of customers on a single instance of the database, they sometimes cannot give companies the kinds of differentiators they need to increase sales and profits or to gain market share. These differentiators follow the 80:20 rule , where 80 percent of any company is similar to its Read More...
Serving the Uncompromising Customer
Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability. And you know you need to do something to deliver

customer service request template  the Uncompromising Customer Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability. And you know you need to do something to deliver great customer experiences across your organization (rather than just at the retail store or call center). So now what? Download this white paper to find out how to kick-start your customer experience improvement initiative. Read More...
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

customer service request template  data and provide automated customer service information to keep their customers happy. By using technology that ties in with their customers’ business operations, small manufacturers can lock in key relationships. Without a common way to share data across the enterprise and with their partners, small manufacturers are incurring costs to maintain redundant internal systems and participate in electronic data exchange networks. Figure 1. Summarizing the SOA Development Process To define SOA, it is useful Read More...
The Evolution of IT as a Service
Most IT service providers have always and continue to operate in a break/fix service environment. When a customer calls with an issue, the service provider

customer service request template  service environment. When a customer calls with an issue, the service provider drops everything to fix it. Under these circumstances, service providers have a difficult time forecasting monthly revenues and staffing needs, which has a huge impact on profitability. Add to this the intense competition, excessive customer turnover, low technician utilization rates, and shrinking margins that characterize today‟s market, and the result is IT service providers anxious to find a new way of delivering their Read More...
Voice of the Customer Analytics
Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of

customer service request template  of the Customer Analytics Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of business objectives, then act upon it to drive change. These solutions can provide an organization with critical data for rapid, targeted decision making, by analyzing and combining customer data from both direct (speech analytics, chat, e-mail) and indirect sources (social media) to gain a holistic view of the customer Read More...
WorldCom SPRINTs, Nokia/Visa Pays Bill, & Service Providers Gear for Wireless Tsunami
Ready for another Internet Tsunami? Broadband and Wireless ubiquitous infrastructures are coming into place at a rapid rate. Digital Business Service Providers

customer service request template  announcement is MCI's largest customer - AOL. The wireless and broadband access to more homes and businesses provides AOL with more customers to its portal. In turn, this enables AOL to link to other ISP's and new markets that could spring up as a result of the expansion of broadband services. Overall, the MCI WorldCom / SPRINT merger move will not have a significant impact on the Service Providers' market while it gears up and re-organizes over the next 6-12 months, and begins to deploy MMDS services Read More...
3 Tips for Integrating Field Service Management Software with ERP
Field service management software often needs to be integrated with other enterprise software. Learn the three essential tips for integrating your service

customer service request template  Tips for Integrating Field Service Management Software with ERP Field service management software often needs to be integrated with other enterprise software. Learn the three essential tips for integrating your service management system with enterprise resource planning (ERP) software and other operational systems, data warehouses, or data sources. Read More...
SAP Announces SAP 360 Customer
SAP announced its latest business solution, powered by HANA, called SAP 360 Customer, during the SAPPHIRE NOW – SAP TechEd event being held in Madrid. The

customer service request template  Announces SAP 360 Customer SAP announced its latest business solution, powered by HANA , called SAP 360 Customer, during the SAPPHIRE NOW – SAP TechEd event being held in Madrid. The solution aims to move beyond traditional customer relationship management (CRM) and provide organizations with the neccesary capabilities for improving one-on-one customer interactions in real time. SAP calls out the three key components of 360 Customer as real-time insight, real-time interactions, and real-time Read More...
SAP field service
SAP offers an end-to-end service management solution that can be used across all the departments of a company to manage contracts, process issues, and

customer service request template  such as skills, location, customer preferences, and service commitments (as defined by contracts and SLAs). Using optimized schedules and automated processes, dispatchers can decide the most suitable resources for each task. SAP delivers its field service solution particularly to the high-tech, utilities, and industrial manufacturing industries. The solution can be delivered both on premises and in the cloud. Read More...

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