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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.
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 customer service office

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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Software as a Service for Customer Relationship Management and Sales


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customer service office  followed by additional on-demand customer relationship management (CRM) offerings, including marketing and service products, intended for release in 2006 in quarterly waves. The SAP Sales on-demand solution is offered to customers on a $75 (USD) per user, per month pricing program based on pre-defined scope. The solution is available globally, with initial language options in English and German. Additional language-specific versions, including French, Japanese, Portuguese, Spanish, and Chinese versions, Read More

Comparing On Demand Customer Relationship Management Service Alternatives


Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality; vertical, industry-specific features; and accounting-related features. When evaluating and selecting a CRM solution, enterprises must be aware of the potential issues associated with functions and features that are not part of core CRM functionality.

customer service office  and opportunity management 4 Customer service 5 Document management 6 Workflow automation 7 Desktop tools 8 Reporting, analytics, and dashboards 9 Administration and setup 10 Internationalization 11 Customization 12 Integration Core CRM Area Definitions CRM interface . This is the overall user interface, including home, pages, tabs, menus, dashboards, etc., as well as all the factors that affect the usability of the system. Account management . The area of a CRM solution where all of the information 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, MCA Solutions, and Ariba are delivering applications as SaaS.

customer service office  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

Integrating Customer Relationship Management through Software As A Service


The customer relationship management (CRM) market is changing. Over half the market is served by small vendors. Fully integrated business suites like NetSuite standalone solutions like salesforce.com, are heeding the demand for software as a service, but they are approaching the market with very different market strategies.

customer service office  the Comparing On Demand Customer Relationship Management Service Alternatives series. So, despite Oracle''s CRM buying spree (including its acquisition of PeopleSoft and its planned acquisition of Siebel), when all is said and done, the combined CRM market share controlled by Oracle in 2004 will be a mere 21 percent, while SAP controls approximately 17 percent of the market. In other words, 62 percent of the total CRM market is being served, not by the on-premise, full-suite CRM big three (soon to be Read More

Rent.com Selects KANA Cloud Offering for Customer Service


The announcement that KANA Express, a cloud customer service offering, was selected by Rent.com for improved customer engagement was one of more important announcements preceding the recently held KANA Connections 2012 user conference in Las Vegas, where about 180 attendees were able to hear more about the importance of consistent customer experience via multiple channels of communication

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Customer Relationship Management for IT Professionals


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We Are All IT Users Now: Managed Service Providers, Software as a Service, and the Management of Remote Devices


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customer service office  cause widespread disruption, unhappy customers, unproductive employees, and lost business. Ensuring network availability, security, and efficiency is a job for experts who need powerful tools to carry out these tasks. Learn more. Read More

Providing the Total Customer Experience with IBM Predictive Customer Intelligence




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Five Steps to Manage the Customer Journey for B2B Success


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Service Performance Insight


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

Transforming Customer Service with Business Analytics


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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 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.

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Who’s Got the Better Windows Office Suite? Corel or Microsoft?


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7 Ways Service Culture Can Drive Revenue


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customer service office  the same goal: delight customers while increasing profits. But achieving this holy grail of field service often proves elusive. Why? Because service companies often take a tactical perspective to solving issues while ignoring cultural changes that are equally important. Know 7 ways to build a strong culture in your service business so you can achieve your business goal. Read More

A Green Guide to Streamlining Field Service Operations: Saving Money . . . and the Planet


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