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Documents related to » it event resolution step


Knowledge Management: The Core of Service Resolution Management
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.

IT EVENT RESOLUTION STEP: efficiency, competency, and profitability. It does so by providing an environment in which companies can, more quickly and cost-effectively, create a company-wide knowledge base to store and index documents and to more accurately search for the answers to user questions. Currently, the key trends in KM tools enable companies to perform the following: 1) target their online information to reflect what is most likely to interest customers, and 2) maintain online forums where customers can share amongst
12/12/2007

Zero Contact Resolution: How to Keep Customers and Build Great Brands
For years, contact centers have used first contact resolution (FCR) rates to measure their performance. While FCR rates remain a useful metric for assessing how well contact centers handle incoming requests from customers, they do not provide an accurate view of how well your company is treating your customers. In fact, they may even be misleading.

IT EVENT RESOLUTION STEP: RightNow Technologies Document Type: White Paper Description: For years, contact centers have used first contact resolution (FCR) rates to measure their performance. While FCR rates remain a useful metric for assessing how well contact centers handle incoming requests from customers, they do not provide an accurate view of how well your company is treating your customers. In fact, they may even be misleading. Zero Contact Resolution: How to Keep Customers and Build Great Brands
4/2/2007 5:04:00 PM

Case Study: ServiceMax Helps Kinetico Cut Work Order Resolution Time in Half
Kinetico, a global leader in engineering and manufacturing water treatment systems, was using spreadsheets to schedule and track their technician partners and used e-mail to assign work orders and to debrief. As Kinetico grew, it was missing deadlines and had little insight or metrics related to service performance. See how the ServiceMax put field service back in the hands of its partners and succeed in their service operations.

IT EVENT RESOLUTION STEP: debrief. As Kinetico grew, it was missing deadlines and had little insight or metrics related to service performance. See how the ServiceMax put field service back in the hands of its partners and succeed in their service operations. Case Study: ServiceMax Helps Kinetico Cut Work Order Resolution Time in Half style= border-width:0px; />   comments powered by Disqus Related Topics:   Field Service Management,   Customer Service and Support,   Field Sales,   Field Service Management,   Marketing
6/12/2013 2:28:00 PM

Optimizing ITIL with SRM Service Resolution Management for the Next-generation Service Desk
IT organizations today are faced with the constant pressure of reducing costs at the service desk, while at the same time ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing service resolution management (SRM) systems. With the addition of SRM, these organizations can address the core issues required to operate an efficient and strategic service desk.

IT EVENT RESOLUTION STEP: Type: White Paper Description: IT organizations today are faced with the constant pressure of reducing costs at the service desk, while at the same time ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing service resolution management (SRM) systems. With the addition of SRM, these organizations can address the core issues required to operate an efficient and strategic service desk. Optimizing ITIL with SRM Service Resolution
9/12/2007 9:05:00 AM

Microsoft Business Network (MBN)--Coming of Age?Part One: Event Summary
While the Microsoft Business Network (MBN) product is worth considering for a number of compelling reasons, it will take some immense doing before it becomes a retailers' equivalent of what the Sabre reservation system means to airline agents.

IT EVENT RESOLUTION STEP: of trading partners, whereby it also highlighted the solution s success thus far and road map for the future. Microsoft Business Network (MBN) is a combination of on-premise software that is integrated with Microsoft Office, eventually with all MBS ERP applications (albeit currently only with MBS Great Plains) or with Microsoft BizTalk Server , and hosted Web services. MBN works with a set of Web services that facilitate connecting to and swapping information with trading partners. These Web services
9/1/2004

One Step Closer to the Global ASP
On June 21, 2000, J.D. Edwards & Company, announced the Company’s JDe.sourcing application hosting program has expanded its scope through partnerships with leading ASP providers in Asia, Europe, Africa, Latin America and North America.

IT EVENT RESOLUTION STEP: hosting program has expanded its scope through partnerships with leading ASP providers in Asia, Europe, Africa, Latin America and North America. J.D. Edwards JDe.sourcing is an application hosting initiative that delivers e-business solutions directly to customers across the Internet. In recent months, JDe.sourcing has expanded to include 18 ASP partners and nearly 3,000 users worldwide. J.D. Edwards can now offer industry-specific solutions for industries such as high-tech, plastics, construction and
7/17/2000

The First Step in mySAP.com
Application Hosting with mySAP.com was introduced in January of 1999. Recently, SAP announced over 5,000 users in North America have embraced the initiative.

IT EVENT RESOLUTION STEP: have embraced Application Hosting with mySAP.com since January 1999. Application Hosting with mySAP.com enables small to medium-sized businesses to use business software over the Internet. By using Application Hosting with mySAP.com, customers can implement their inter-enterprise solution by using preconfigured applications known as SAP Accelerated Solutions, said Tom Melchiore, director of Application Hosting, SAP America. Together with our certified application hosting partners, SAP enables
1/7/2000

JDA Portfolio: For the Retail IndustryPart One: Event Summary
From how to price and promote products to how to optimize profits, JDA Portfolio tries to create that perfect

IT EVENT RESOLUTION STEP: 2004.1 product suite, and it also discussed the direction of the next-generation product dubbed PortfolioEnabled, as noted earlier. The unveiled product set should help retailers and their suppliers to optimally plan and execute the selection, quantification, assortment, procurement and placement of finished goods at the POS. From how to price and promote products to how to optimize profits, JDA Portfolio tries to create that perfect moment of truth —when the right product at the right price is at the
12/27/2004

GXS Acquires HAHT Commerce for More Synchronized Retail B2B DataPart One: Event Summary
GXS, a business to business e-commerce pioneer, announced its acquisition of channel management specialist HAHT Commerce. However, despite a good complementary fit, enlarged customer base, and improved cross-selling opportunity (especially to existing customers in the retail sector), some challenges will have to be overcome and a more detailed strategy will have to be fleshed out.

IT EVENT RESOLUTION STEP: of the impending merger, it might be beneficial to analyze the relatively recent developments that the both parties achieved separately, developments that were possibly aimed to facilitate their merger. To that end, last fall, GXS announced two key offerings in its Data Synchronization suite. The first, Data Sync Manager (DSM) , is a new software solution that streamlines the internal, manual steps typically associated with gathering and distributing product data to trading partners. Deployable as either
3/9/2004

Why Selecting an ERP System Is Like a 12-Step Recovery Program » The TEC Blog
this article , and it suddenly occurred to me that there are uncanny similarities between AA’s 12-step program and the ERP selection process. Is your business on the road to recovery? Find out! * Step 1 “We admitted we were powerless over alcohol—that our lives had become unmanageable.” ERP selection translation : For “alcohol,” substitute “broken business processes” (by extension, for “alcoholics,” read “employees”). Step 2 “… came to believe that a Power greater than

IT EVENT RESOLUTION STEP: ERP Anonymous, How To, humor, Software Selection, TEC, Technology Evaluation, Technology Evaluation Centers, Technology Evaluation Centers Inc., blog, analyst, enterprise software, decision support.
12-08-2008

TEC Presents Software Evaluation Methodology at Gartner s Small Business Vision Event in Toronto
According to Gartner, 70 percent of IT projects fail or fall short of expectations. With the SMB market spending over $400 billion (USD) annually, ...

IT EVENT RESOLUTION STEP: Gartner, 70 percent of IT projects fail or fall short of expectations. With the SMB market spending over $400 billion (USD) annually, event attendees targeting this immense market were most responsive to TEC s stated objective of assisting SMBs in complex evaluations of enterprise software. TEC s value proposition was presented to Gartner s attendees, who consisted primarily of VARs and resellers, in Toronto on May 19, by TEC s senior research analyst, Neil Stolovitsky. Stolovitsky stressed that SMBs
5/29/2006


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