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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 tracking


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 tracking  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

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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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Documents related to » customer service tracking

Technology Evaluation Centers (TEC) Research Shows Efficient Field Service Management (FSM) Pivotal in the Age of the Customer


In today’s market, everything starts and ends with the customer. From this perspective, the service sector must ensure fluidity in its operations to guarantee positive customer experience. Because of this shift in focus from product to customer, field service management (FSM) software has seen unprecedented growth in recent years and is expected to continue to develop.

customer service tracking  operations to guarantee positive customer experience. Because of this shift in focus from product to customer, field service management (FSM) software has seen unprecedented growth in recent years and is expected to continue to develop. One of the main factors contributing to this growth is the need of service-based organizations to have a standalone solution focused on determining how to efficiently address customers’ service requests to maintain a positive customer experience, at a competitive cost. Read More

Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service


Traditionally, utilities have leveraged robust meter, network, and customer service infrastructures. These technologies served the needs of largely regulated energy and utility markets characterized by price regulations, easy access to energy resources, and sufficient infrastructure capacity. There are few examples of "old" technologies that make such a compelling argument against replacement. All that’s about to change.

customer service tracking  Demands in Sales and Customer Service Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Learn about the SAP strategy and road map to integrate advanced metering infrastructure (AMI) technology into SAP solutions. Learn how key SAP customers have deployed smart meters and the returns they expect from their extensive investments. Listen Read More

Case Study: Shipment Tracking Software


A US-based multinational company providing end-to-end customer service via an online shipment and tracking system needed to develop an application that would allow customers to track shipment without going to the service provider’s web site. The multinational turned to Rishabh for development services.

customer service tracking  multinational company providing end-to-end customer service via an online shipment and tracking system needed to develop an application that would allow customers to track shipment without going to the service provider’s web site. The multinational turned to Rishabh for development services. 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 tracking  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

Customer-centric CRM


Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience. However, many implementations fail to do this. Companies, however, can meet these goals by implementing a customer-centric CRM. In this system, all business processes throughout the extended enterprise are optimized around customer life cycle care, which builds stronger relationships.

customer service tracking  CRM Companies implement a customer relationship management (CRM) system to balance increasing revenue, decreasing costs, while enhancing the customer experience. However, many implementations fail to do this. Companies, however, can meet these goals by implementing a customer-centric CRM. In this system, all business processes throughout the extended enterprise are optimized around customer life cycle care, which builds stronger relationships. Read More

Social Customer Suite


Lithium’s Social Customer Suite powers customer experiences, helping companies to build brand nations and online communities of customers.  

customer service tracking  Customer Suite Lithium’s Social Customer Suite powers customer experiences, helping companies to build brand nations and online communities of customers. Read More

Optimal Service-parts Management


Today’s service-parts organizations, such as those in the aerospace and defense, automotive, agricultural, heavy equipment, and industrial machinery industries, are pursuing the service- and spare-parts market for revenue and profit growth. Increasing customer demands and a dynamic marketplace are forcing these organizations to operate at new levels of flexibility and responsiveness, to address customer requirements and attain targeted profit margins.

customer service tracking  and profit growth. Increasing customer demands and a dynamic marketplace are forcing these organizations to operate at new levels of flexibility and responsiveness, to address customer requirements and attain targeted profit margins. Read More

Predictive Service Excellence for Printers: An Overview of Remote Service Platforms for Printer and Copier Devices


Networked printers and multifunction peripherals often require a high level of support and manual intervention. Secure remote monitoring platforms reduce device downtime by automating service alerts and meter reading, and providing proactive toner replenishment. Users benefit from improved device uptime, and manufacturers and their service partners can build proactive service relationships that can drive customer loyalty.

customer service tracking  relationships that can drive customer loyalty. Read More

Delivering Superior Customer Service through Multiple Channels


Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery.

customer service tracking  Superior Customer Service through Multiple Channels Delivering Superior Customer Service through Multiple Channels With multiple new channels of communication that bypass the traditional contact center, what's the most effective way to manage your customer service? Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery . You'll discover how best-in-class companies are leveraging tools like social media, customer Web portals, live chat, SMS, technical boards and forums, Read More

IFS Field Service Management: Field Service Management (FSM) Competitor Analysis Report




customer service tracking  Field Service Management: Field Service Management (FSM) Competitor Analysis Report Read More

Good Customer Service Is Simple


Outstanding customer service is a competitive advantage. Most companies salute good customer service as a key objective. But in its simplest form, what is good customer service? Olin Thompson lays down some basic requirements for businesses and explains the role of business processes in supporting good customer service.

customer service tracking  Customer Service Is Simple Outstanding customer service is a competitive advantage. Most companies salute good customer service as a key objective. But in its simplest form, what is good customer service? Customer Service—A Simple Definition Customer service means meeting your customer’s expectations. That means you and your customer need to have a mutual understanding of what is expected and you have to deliver on that expectation. The expectation can be very high or very low; the point is that Read More

The Rising Financial Importance of Service


For the Best-in-Class, service is a profit center and a competitive differentiator. As a result, these organizations are yielding soaring financial results. Download this infographic from the Aberbeen Group and see how organizations can win by providing best-in-class service to their customers.

customer service tracking  best-in-class service to their customers. Read More

DSL Ltd. Selects IFS for Service Management


DSL Ltd., a Canadian commercial food service and restaurant equipment distributor and service provider has chosen IFS Field Service Management and IFS Mobile Workforce Management, components of IFS’ Enterprise Service Management offering to enhance its service business, increase inventory availability while reducing expenses, and optimize customer equipment maintenance.

customer service tracking  reducing expenses, and optimize customer equipment maintenance.   IFS’ solutions will replace an enterprise resource planning (ERP) system that provided work order management and a custom BlackBerry-based mobile application. DSL staff will now be accessing the following IFS capabilities on Android smartphones instead: contact center, inventory and logistics, repair center, dynamic scheduling and optimized dispatch, contract and warranties, and a collaborative portal.   Headquartered in Alberta, Read More