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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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Visit the TEC store to compare leading software solutions by funtionality, so that you can make accurate and informed software purchasing decisions.
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 customer service survey questions


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 survey questions  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

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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.

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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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, and was threatening Fusion s ability to meet its promised delivery dates. By implementing FastTrack, a mySAP All-in-One partner solution, it improved accuracy in pricing, shipping, and purchase order processing.

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Experiencing the Customer Experience: Listening to, Learning from, and Acting on the Voice of the Customer


To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they are measuring up to those values. Obtaining and taking action on customer feedback is what customer experience management is all about.

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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 IT service quality. This research, which was targeted primarily at enterprises, showed that 65 percent of those surveyed acknowledge the relevance of Six Sigma for IT-based service management. While many IT organizations have yet to adopt Six Sigma for service management, 80 percent stated that they have plans to do so. This research suggests there is a growing interest in Six Sigma.

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Social Media and Customer Experience Feedback


Twitter, Facebook, LinkedIn, and blogs are just a few Internet services that make up the new growing digital world called social media. Many companies have seen the influence these new sites can have on their organizations for both good and bad. All companies should ask themselves, "How can we tap into the power of this new method of communication to improve our business and the experiences we provide our customers?"

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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 organizations of all sizes need to profitably serve customers and is available on-premise or in the cloud. Standard functionality covers the entire 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).

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IT Service Management-A Road Map for Success


Although information technology service management (ITSM) is not a new discipline, many organizations have yet to adopt it as a part of their IT service improvement strategy. To be successful, businesses must start by building a custom road map. Read about how focusing on long-term, strategic objectives—including a realized return on investment (ROI)—can greatly improve your IT service delivery and support.

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The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010


This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences and build stronger buyer loyalty. Customers are increasingly online, want self-service options, and demand real-time responses. Also, social media has grown to be an important new channel for interacting with customers and engaging in innovative ways.

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Top 8 Questions to Ask Your Phone System Vendor


To help you out, here are the eight crucial questions to ask when evaluating and negotiating a phone system deal.

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A Leader in Service Management Tackles Multidimensional Growth


Founded in 1999, Servigistics, initially a service parts planning and optimization (SPP/O) specialist, has become a full-fledged service lifecycle management (SLM) platform. P.J. Jakovljevic, principal analyst at Technology Evaluation Centers (TEC), runs down the company's history of acquisitions and developments, and interviews Mark Vigoroso, Servigistics' senior vice president of global marketing and alliances.

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50 Questions for Every ERP Software Supplier


Download this white paper to learn the 50 must-ask questions for potential software suppliers that are critical to a successful enterprise resource planning (ERP) project. These questions will give your selection team a better understanding of ERP vendors' general business philosophies, organizational longevity, approach to ERP implementation and customer support, annual maintenance fees, software upgrades, and more.

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