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Abstract:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with higher levels of service while increasing Great Plains’ operational efficiency. Here’s how Great Plains
uses the web to augment its technical support services. (...)
Excerpt related to
it support service:
Great Plains has expanded eSupport, its web-based technical support service. The new service
promises to provide customers and partners with highe...
Published:
2000-12-05
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Abstract:
To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information
technology infrastructure library (ITIL) service support processes. During the process, Implement Consulting Group assisted
with facilitation, ITIL input, and lean competences and tool (...)
Excerpt related to
it support service:
To establish optimal service and support conditions, the case company, Naviair, chose to
adapt and implement information technology infrastructure... ...
Published:
2011-01-28
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Abstract:
Lucent NetworkCare Professional Services and IBM Global Services have announced an alliance to help emerging service providers.
The two organizations have teamed up to provide network based services to enterprises and consumers. Lucent is also offering
their CyberCarrier Reference Architecture as a blu (...)
Excerpt related to
it support service:
Lucent NetworkCare Professional Services and IBM Global Services have announced an alliance to help emerging service providers.
The two organizat...
Published:
2000-06-27
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Abstract:
In 1996, Davis Controls, a licensed assembler of instrumentation and control products, implemented Exact Software’s Macola
Progression solution. The subsequent 50 percent increase in their sales convinced the company to deploy Macola Enterprise
Suite (ES). Macola ES’s integrated business process mana (...)
Excerpt related to
it support service:
Davis Controls Ltd.: Cutting Edge Technology, Excellent Service and Support Delivers Growth.
Source: Exact. Document Type: Case Study ...
Published:
2010-03-11
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Abstract:
To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information
technology infrastructure library (ITIL) service support processes. During the process, Implement Consulting Group assisted
with facilitation, ITIL input, and lean competences and tool (...)
Excerpt related to
it support service:
To establish optimal service and support conditions, the case company, Naviair, chose to
adapt and implement information technology infrastructure... ...
Published:
2011-01-28
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Abstract:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition
to improved customer satisfaction rates. (...)
Excerpt related to
it support service:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
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Abstract:
SAP is addressing the problem of customers wanting support that vendors are either not providing, or providing at unjustifiable
prices. Support and maintenance customers are committed to service contracts, but only to a point. New options are thus available. (...)
Excerpt related to
it support service:
SAP is addressing the problem of customers wanting support that vendors are either not providing, or providing at unjustifiable
prices. Support an...
Published:
2007-04-27
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Abstract:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible.
Hence the need for knowledge management software, which helps companies segment and then distribute the information their
customers want to know. (...)
Excerpt related to
it support service:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence
the need for knowle...
Published:
2007-12-12
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Abstract:
For some reason, once a product moves into the retail channel, most manufacturers lose control. The retailer abdicates responsibility.
When faced with a problem, the consumer is alone! What happened to the lifetime value of the customer? This article examines
the lapses and promises in providing service (...)
Excerpt related to
it support service:
For some reason, once a product moves into the retail channel, most manufacturers lose control. The retailer abdicates responsibility.
When faced ...
Published:
2004-11-02
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Abstract:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice. ServicePower is a small vendor that develops dispatch optimization software. eLoyalty will use ServicePower’s
software to incorporate dispatch optimizatio (...)
Excerpt related to
it support service:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice....
Published:
2000-11-21
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Abstract:
A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business,
from Marketing to Service, including Sales. This integration of what, historically, has been treated as very separate parts
of the organization, provides the opportunity to rethink e (...)
Excerpt related to
it support service:
A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business,
from Marketing to Servic...
Published:
2003-07-10
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Abstract:
Challenges are aplenty when a vendor is acquired. Financial health is no longer a safe indicator to gauge a vendor's future
during this mega merger era. Knowing the challenges facing big vendors, like Oracle and PeopleSoft, and their competitors
can give users a negotiating edge, whether in or entering a (...)
Excerpt related to
it support service:
Challenges are aplenty when a vendor is acquired. Financial health is no longer a safe indicator to gauge a vendor's future
during this mega merge...
Published:
2005-06-02
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Abstract:
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. (...)
Excerpt related to
it support service:
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS).
Vendors such as We...
Published:
2006-03-17
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Abstract:
Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions,
however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle
Management (SLM) promises valuable business benefits (...)
Excerpt related to
it support service:
... There are many software vendors that offer products that support SLM, or Service
Process Management (SPM) as some call it. What ...
Published:
2003-06-11
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Abstract:
While IQMS resembles many of its peers from the lower-end of the enterprise applications market, IQMS can tout its comprehensive
one-source delivery and services and implementation methodology as its differentiating trait. (...)
Excerpt related to
it support service:
While IQMS resembles many of its peers from the lower-end of the enterprise applications market, IQMS can tout its comprehensive
one-source delive...
Published:
2005-04-05
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Abstract:
Software as a service is the latest incarnation of the hosting model. The demand for cost efficiency, information technology
flexibility, and faster return on investment, coupled with new technology advancements, has caused the hosting model to be
reborn. (...)
Excerpt related to
it support service:
Software as a service is the latest incarnation of the hosting model. The demand for cost efficiency, information technology
flexibility, and fast...
Published:
2006-03-14
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Abstract:
Smart companies are investigating all possible software support and maintenance (S&M) options. Alternative software S&M is
not for all businesses, but it seems a logical option for technologically conservative (and savvy) companies that do not need
all the available upgrades. (...)
Excerpt related to
it support service:
Smart companies are investigating all possible software support and maintenance (S&M) options. Alternative software S&M
is not for all businesses,...
Published:
2007-04-11
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Abstract:
Organizations are looking for self-service models to manage their internal and external content. Content management systems
are the answer, but then the question becomes which to choose—an all-in-one enterprise content management suite, or an integrated,
best-of-breed point solution? (...)
Excerpt related to
it support service:
Organizations are looking for self-service models to manage their internal and external content. Content management systems
are the answer, but th...
Published:
2007-12-12
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Abstract:
TEC has a Q&A with ClickSoftware, provider of automated workforce management and optimization solutions for productivity,
efficiency, and customer satisfaction. ClickSoftware, rooted in field service workforce scheduling and optimization, provides
automated workforce management and optimization solutions, (...)
Excerpt related to
it support service:
TEC has a Q&A with ClickSoftware, provider of automated workforce management and optimization solutions for productivity,
efficiency, and customer ...
Published:
2011-01-05
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Abstract:
Supply chains are very complex, as is discrete manufacturing and the software that addresses its needs. To ease the complexities,
service level agreements are developed so that all parties involved remain on the same page and product delivery is facilitated. (...)
Excerpt related to
it support service:
Supply chains are very complex, as is discrete manufacturing and the software that addresses its needs. To ease the complexities,
service level ag...
Published:
2008-09-01