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Salesforce.com Unveils Service Cloud SOS Button for Mobile In-app Support
Salesforce.com recently launched the Salesforce1 Service Cloud SOS feature that aims to revolutionize customer service and support by putting an SOS button

customer service and support  that aims to revolutionize customer service and support by putting an SOS button (similar to the Amazon Kindle Mayday button) directly inside any mobile app. With new live interactive video support and on-screen guided assistance, companies will be able to deliver instant and personalized customer service within any mobile app.   Last year, salesforce.com introduced a series of Service Cloud solutions including mobile communities, mobile chat, and knowledge base. Salesforce1 Service Cloud, 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 and support


Case Study: VAI Improves Customer Service with Business Portal
Vormittag Associates, Inc. (VAI) provides enterprise resource planning software and associated services to clients in the manufacturing, wholesale, and retail

customer service and support  Study: VAI Improves Customer Service with Business Portal Case Study: VAI Improves Customer Service with Business Portal If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. VAI is an award winning software developer and an IBM Premier Business Partner. Founded in 1978, VAI is headquartered in Long Island, New York, with branch offices in Florida, California and Illinois. In conjunction with IBM, the company designs customer driven Read More...
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

customer service and support  Financial, tax, procurement, and customer service management have also followed suit. Companies are choosing to promote SaaS-based strategic sourcing and procurement applications ahead of well-publicized CRM deployments for a number of reasons, including, globalization, Web-based collaboration, manufacturing outsourcing in far-flung regions, and distributed order management (DOM). Quiet SaaS Leaders Given this focus on information and collaboration, WebEx may very well be a leader in SaaS. Many of us Read More...
Dell Unveils Internet-Enabled Customer Support Strategy
Dell Computer announced its plans to provide Internet-based, automated customer support.

customer service and support  Unveils Internet-Enabled Customer Support Strategy Dell Unveils Internet-Enabled Customer Support Strategy R.A. Krause - September 3rd, 1999 Event Summary On August 25th, Dell Computer Corporation said it will provide, over the Internet, advanced customer support capabilities that will eventually help all Dell systems detect, diagnose and resolve most of their own problems automatically without human interaction. Market Impact Dell is getting in early on the overall electronic support marketplace, Read More...
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 and support  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...
Comarch Field Service Management
Comarch Field Service Management (FSM) system is a complete solution for scheduling, staffing, managing, and supporting workforce in the field. Efficiency is

customer service and support  Field Service Management Comarch Field Service Management (FSM) system is a complete solution for scheduling, staffing, managing, and supporting workforce in the field. Efficiency is achieved by selecting the most suitable resources for each task, as well as accounting for scheduling issues. The decision is made taking into consideration modifiable and adjustable ratings, according to a company’s unique business model. Comarch FSM helps take service management to the next level through the Read More...
Is There a Street Corner for a Vendor-neutral Third Party Support and Maintenance Provider?
Although Rimini Street's client base is still budding, the third party provider of support and maintenance has been quite bullish, owing to the accelerating

customer service and support  a significant number of customer contracts. Rimini Street continues to, for the time being, aggressively (albeit on as required bases) hire Siebel, JD Edwards, and PeopleSoft support and engineering specialists. In addition to the above mentioned contractual items, today, all support programs for the three product lines feature the other items, most of which are not available within the original vendors' standard S&M contracts, such as named, US-based primary support engineers (who research and Read More...
Industry Support in WCM
If you're looking for web content management systems (WCM), I have some stats that might help you key into the features you'd expect to come standard.Here

customer service and support   Read More...
The Evolution of Enterprise Resource Planning Includes Service Industries
Enterprise resource planning (ERP) vendors have extended their functionality to service vertical markets in the service industry. As a result, ERP for services

customer service and support  components Financials Government components Customer relationship management Higher education components Business intelligence Financial services components Knowledge management Hospitality component   Nonprofit components   Professional services components ERP for Services Strategy When evaluating solutions for service organizations, organizations should identify their particular business strategy. Smaller service organizations tend to prefer best-of-breed solutions due to their affordable price Read More...
Alternative Software Support and Maintenance Options
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

customer service and support  Level , responding to customer demand for Oracle to take on more support responsibilities for the broader ecosystem of Oracle-based information technology (IT) systems, and leveraging its Oracle Support organization, the vendor announced mid-2006 that in coordination with its partner, SYSTIME , it will provide S&M for SAP R/3 applications by extending its One Stop Support for ISVs program to include partners that provide R/3 support services. The rationale thereof is that many SAP R/3 customers, faced 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 and support  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...
PC Helps Support


customer service and support   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 and support  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...
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 and support  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...
Best-in-class Marketers Drive Enhanced Customer Loyalty
The path to a complete view of the customer lies not in eliminating data sources but in integrating them and providing access that is easy to navigate and

customer service and support  in-class Marketers Drive Enhanced Customer Loyalty The path to a complete view of the customer lies not in eliminating data sources but in integrating them and providing access that is easy to navigate and always available. This report explores how top-performing companies are capturing, integrating, managing, measuring, and acting on valuable customer data throughout the entire customer lifecycle, to maximize customer loyalty and achieve best-in-class bottom-line results. Read More...
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