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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 sample  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 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 sample


Web 2.0: “Code Free” Siebel Web Service Integration
One of the most challenging areas in any Siebel implementation has traditionally been setting up and maintaining interfaces between Siebel and other back-end

customer service sample  XML | UCM Universal Customer Master | UCM Web Service | UCM Web Services White Paper | UCM Services Web Projects | UCM Integrate Web Services | UCM Use Web Services | UCM Web Services for Apps | UCM Web Services to Build | UCM Webservice | UCM Web Services Architecture | UCM Web Services Glossary | UCM Basic Web Services | UCM Web Services Platform | UCM Term Web Services | UCM Creating Web Services | UCM Web Services Definition | UCM Web Services Developer Center | UCM Web Services Industry | UCM Web Ser Read More
Six Sigma for IT Service Level Management
Industry analysts, Enterprise Management Associates (EMA), recently conducted research to understand how widespread the acceptance of Six Sigma is for managing

customer service sample  now a given and customer satisfaction-both internal and external-is more important than ever. Service level management (SLM) has emerged as a requirement for nearly all IT organizations. SLM is the process of managing IT resources from a business perspective. Priorities aligned with business goals are defined and commitments are made to achieve particular service levels using an instrument called the service level agreement (SLA) . Specific service commitments can be many in any given SLA and are called Read More
On-time Product Delivery and Customer Satisfaction
Fusion UV is the world s leading producer of ultraviolet curing equipment. Its outmoded legacy system couldn t handle the company s complex manufacturing system

customer service sample  Customer Satisfaction Value | Customer Service Satisfaction | Auto Customer Satisfaction | Better Customer Satisfaction | Building Customer Satisfaction | Business Customer Satisfaction | Complete Customer Satisfaction | Computer Customer Satisfaction | Concept Customer Satisfaction | Consumer Customer Satisfaction | Creating Customer Satisfaction | Customer Employee Satisfaction | Define Customer Satisfaction | Deliver Customer Satisfaction | Enhance Customer Satisfaction | Great Customer Satisfaction | Read More
Service Productization
Productization of services is accomplished by associating tangible features with intangible service offerings. Tangible features may take the form of personnel,

customer service sample  service cost | service customer | service define | service definition | service development | service document | service documentation | service evaluation | service framework | service global | service implementation | service industry | service information system | service information systems | service information technology | service issues | service knowledge | service knowledge management | service maintenance | service management | service manufacturing | service marketing | service method | Read More
Zef Scientific Selects IFS Enterprise Service Management
IFS has announced that Zef Scientific, Inc., a multi-vendor service provider for high-performance liquid chromatography؎mass spectrometry (HPLC-MS) systems used

customer service sample  should be seeing more customer wins in the area of field service management (FSM). This space is hotly contested by leading vendors such as Click Software, TOA Technology, Oracle, Ventyx (part of ABB ), etc. Read More
Multi-channel Service Delivery: Getting Customers the Service they Want, Where, and When they Want It
While today’s best-in-class organizations do leverage multiple channels to eliminate unnecessary dispatches or service calls, they are most interested in

customer service sample  channel Service Delivery: Getting Customers the Service they Want, Where, and When they Want It While today’s best-in-class organizations do leverage multiple channels to eliminate unnecessary dispatches or service calls, they are most interested in enveloping their customers with the right level of service information via the channels where customers prefer to receive such information. Learn how connecting with customers allows these companies to outperform their peers in key customer-facing and 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 sample  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
IFS Field Service Management
IFS Service Management is recognized as a best-of-breed software application for companies managing a field service workforce. It includes everything service

customer service sample  field service lifecycle from customer relationship management (CRM), scheduling, and mobile service, to contract pricing, warranty repair, and parts management. Available extensions include schedule optimization for large field service workforces and enterprise functionality from IFS Applications including maintenance repair and overhaul (MRO). Read More
E-Business Customer Service Success at H.B. Fuller Company
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service.

customer service sample  Business Customer Service Success at H.B. Fuller Company Company Issue    H.B. Fuller Company is a global specialty chemicals manufacturer with annual sales in excess of $1.3 Billion. The company markets and manufactures thousands of products-including adhesives, sealants, and coatings-used in products ranging from automobiles to envelopes, and cereal boxes to satellites. H.B. Fuller sells to customers directly and through distributors in more than 100 countries. H.B. Fuller North America (HBF NA) is Read More
Self Service Business Intelligence
Self service BI is technology that provides non-technical individuals who need data with the ability to gather and display meaningful information. The technical

customer service sample  Service Business Intelligence Self service BI is technology that provides non-technical individuals who need data with the ability to gather and display meaningful information. The technical and business complexities of identifying data sources, transforming and integrating data sets, enhancing data quality, and providing a data repository are necessarily addressed before a self service BI application is made available. Read this white paper to learn more about how the technical framework and Read More
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

customer service sample  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 Read More
Service Partners
Business Consulting Company, with more than 20 years of experience in ERP, CRM and Supply Chain Management Implementatio Projects.

customer service sample   Read More
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

customer service sample  Processes The trend of customer service enablement and the nurturing of customer relationships (which have traditionally been the forgotten stepchildren of CRM) may be overtaking customer acquisition as a main driver of recent CRM deployments. Customer service has historically been provided primarily in person or over the telephone, with limited reference materials available for the customer service representative (CSR). This emerging business model assumes that companies that provide customer service Read More
A Green Guide to Streamlining Field Service Operations: Saving Money . . . and the Planet
With three primary “green” benefits to implementing cutting-edge field service technology solutions, every company—across any industry—can justify the effort

customer service sample  Green Guide to Streamlining Field Service Operations: Saving Money . . . and the Planet With three primary “green” benefits to implementing cutting-edge field service technology solutions, every company—across any industry—can justify the effort based on the specific priorities that speak to it. In this analysis, we will review each of these benefits, outlining the range of advantages and concrete ROI. Regardless of a company’s priorities, this multi-layer list of benefits makes the decision a Read More

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