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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 r...
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Documents related to » it service event resolution


Study Reveals Top 10 Requirements for Improving Event Resolution in IT
A survey of existing IT event resolution processes suggests organizations are unsatisfied with current processes, despite the importance of ensuring that severe

it service event resolution  does not suffer severe IT service outages. 76% of the participants identified significant gaps in the existing processes including poor event assignment, misdirected events due to inaccurate data, reactivity, human error and denial of receipt. The study also identified the components required in an effective interactive alerting application mitigating the current process gaps. Introduction   Concept Introduction This paper was written to provide business professionals with a brief introduction to the Read More
Converting Service Calls into Sales with Real-time Offer Management
To achieve sustainable success in selling a product or service, you only need to present the right offer to the right customer via the right channel@at the

it service event resolution  attention they seek. Moreover, it can transform service centers to profit centers contributing to the bottom line. Of course, it’s not really that simple. But service-intensive firms – telecommunications companies, utilities, banks, insurance companies, and retailers, for instance – are finding that they can increasingly make the right offers, through customer-selected channels, in real time. Thereby, they can heighten their customers’ inclination to purchase their goods and services. These firms Read More
Oracle Renders Its PLM Outline Part One: Event Summary
Although its PLM solutions will not likely be the

it service event resolution  change orders, etc.) as it is about supervised engineering change control, and Oracle''s indisputable expertise in database technology has been an upper hand here. Due to the company''s ability to run all of the enterprise application modules with one unified data model and one database, albeit Oracle-centric, this should vouch for one instance of ''the truth'' for everything without inconvenient batch updates, integration and data synchronization issues, which has been a major tenet of PLM. However, PLM, Read More
KANA Attempts the Union of Customer Acquisition and Service
KANA Software is a global provider in customer service solutions delivered on-premise or in the cloud, and these solutions unify and maintain context for

it service event resolution  discovery and evaluation onwards. It will be interested to watch whether and how Oracle might produce a similar offering based on its related acquisitions of ATG, inQuira, Vitrue , and RightNow . Dear readers, what do you think about KANA’s new approach, and what are your experiences both as a multi-channel consumer and product & service provider? Read More
Can Webplan Reconcile Planning and Execution? Part One: Event Summary
According to the early signs, it appears that key elements of Webplan''s business plan are producing results with dividends. These elements involve positioning

it service event resolution  manufacturers and distributors, what it believes will be a growth market. Thus, at the end of 2003, Webplan announced that changes made to its business direction in 2003—including a drive toward delivering value to manufacturing customers through response management software—has gained acceptance with both its manufacturing customers and strategic partners, laying the foundation for growth in 2004 and beyond. Despite the fact that many manufacturers have invested in enterprise resource planning (ERP) 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,

it service event resolution  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. Read More
Software as a Service Is Gaining Ground
Software as a service is the latest incarnation of the hosting model. The demand for cost efficiency, information technology flexibility, and faster return on

it service event resolution  all aspects of their IT needs. They may be commercial ventures that cater to customers, or even not-for-profit or government organizations, providing service and support to users. ASPs emerged on the Internet in the late 1990s in response to the expenses, upgrades, and technical difficulties, including misbehaving applications, random server downtimes, and compliance issues suffered by enterprises. But, while ASPs eliminated many application deployment and maintenance issues, the ASPs and hosting Read More
Reverse Logistics for Service
Reverse logistics management for service requires specialized software that accounts for many transactions and processes unique to installed base support. By

it service event resolution  service organizations can increase productivity, improve the customer experience, and significantly reduce costs. Find out more. Read More
E-Business Customer Service Success at H.B. Fuller Company
Chemical company H.B. Fuller has leveraged the Internet to improve their level of customer service.

it service event resolution  both customers and suppliers. It anticipates significant value when usage reaches critical mass. Before HBFullerStore.com, nearly 80% of Customer Service Dept calls were non-revenue generating inquiries related to product information, order status, or MSDS requests. It is estimated that telephone and fax inquiries will decrease by 40-50% as a result of being resolved online, dramatically reducing the need for personnel and associated phone costs. For example, approximately 54,000 MSDS and TDS forms were Read More
Microsoft Dynamics NAV with Drink-IT from NORRIQ Forms the IT Basis for Carlsberg’s Asian Expansion


it service event resolution  from NORRIQ Forms the IT Basis for Carlsberg’s Asian Expansion Read More
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

it service event resolution  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. Read More
MSF R2 Service Architecture
As Internet and IP technologies are increasing service expectations, the number of resources available to create, deploy, and manage new services have reduced

it service event resolution  R2 Service Architecture As Internet and IP technologies are increasing service expectations, the number of resources available to create, deploy, and manage new services have reduced. The result is that expectations for new services are outpacing the ability to deliver them. We explore the limitations of traditional voice service architecture, and propose a new architectural solution to address these shortcomings. Read More
Selecting Field Service Management Software
What is a dynamic scheduling engine, and why does your field service management operation need one? Learn the ins and outs of this technology, which can help

it service event resolution  adapt to rapidly changing priorities, schedule in real time, meet demanding service level agreements, and more, all while reducing cost. Read More
Transform Your Service Organization into a Performance-driven Leader
Performance management is key in service optimization. Without the ability to measure the business value of your actions, you are essentially driving blind, not

it service event resolution  your ability to translate it into action. See how to enact change throughout your organization via the agility of your solution and the processes to tie everything together. Read More

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