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What Is Software as a Service?
Though born from the ashes of traditional hosting models, software as a service differs fundamentally from its predecessors. Its software is designed to be
four-part Software as a Service Is Gaining Ground series. Certainly, the recent generation of software, designed from scratch to be delivered as a service, fundamentally differs from traditional hosting models. This new generation offers a number of benefits that those earlier delivery models could not. Namely, although SaaS hosting models are still evolving, many of the technological problems that spoiled the first wave of ASPs have been or are being solved. For instance, in addition to improvements in
Field Service Management (FSM) RFI/RFP Template
Customer Engagement Management, Contract and Warranty Management, Work Order Management, Inventory, Logistics, and Parts Planning, Workforce Forecasting and Planning, Scheduling and Routing, In...
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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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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.
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 mailed or faxed out to customers and distributors who requested them. It is estimated that each such request required at
Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions
Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves the speed, consistency, and convenience of information sent to
toward owning voice self- service systems but the attitudes are rapidly shifting. Support informational requests on the phone. In the past, only highly structured transactions, such as balance inquiries or order status requests, could be supported over the phone. Now, more unstructured questions and output typical of web-based knowledge bases can be offered to customers who wish to use that channel. Tuning is critical across all channels of self-service a consistent knowledge base will better facilitate
Delivering Superior Customer Service through Multiple Channels
Find out In the Aberdeen executive survey report, Multi-Channel Service Delivery.
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,
VSI Putting Its Service Management Feelers Out
Enterprise resource planning (ERP) solution providers are beginning to recognize that manufacturing companies now view aftermarket service as a strategic
business processes such as service requests and service level agreement (SLA)/entitlement management, dispatching, and “store and forward” field mobility. VSM is available as a traditional on-premise solution, via private cloud, or as a SaaS/public cloud solution. The suite’s key features include the following: inventory visibility, workload balancing, and SLA adherence; service contracts and warranty entitlements management; business process management (BPM) functionality; fully integrated
A Guide to ERP for Service Organizations
Enterprise resource planning (ERP) is enabling service organizations to streamline service delivery, optimize operations, and improve customer satisfaction. In
Guide to ERP for Service Organizations Enterprise resource planning (ERP) is enabling service organizations to streamline service delivery, optimize operations, and improve customer satisfaction. In this podcast, TEC analyst Neil Stolovitsky sits down with Oracle’s Ted Kempf for his take on the unique implementation requirements of ERP systems for professional service organizations, as well as the role technology plays in running a successful service business.
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
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
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
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.
Comarch Field Service Management
Comarch Field Service Management (FSM) system is a complete solution for scheduling, staffing, managing, and supporting workforce in the field. Efficiency is
Field Service Management Comarch Field Service Management (FSM) system is a complete solution for scheduling, staffing, managing, and supporting workforce in the field. Efficiency is achieved by selecting the most suitable resources for each task, as well as accounting for scheduling issues. The decision is made taking into consideration modifiable and adjustable ratings, according to a company’s unique business model. Comarch FSM helps take service management to the next level through the
Professional Service Strategies that Win: Executive View of the Cloud
This report focuses on how cloud infrastructures are being used by sales and marketing, finance, and operations in professional service organizations (PSOs). It
Service Strategies that Win: Executive View of the Cloud This report focuses on how cloud infrastructures are being used by sales and marketing, finance, and operations in professional service organizations (PSOs). It outlines the benefits of using a cloud infrastructure to manage enterprise resource planning (ERP) and other enterprise systems. With the right solutions in place, globally dispersed project teams have unlimited accessibility to secure and reliable information.
Moving to Self-Service Business Intelligence
Learn how in the Forrester report Why and How Enterprises are Moving to Self-service Business Intelligence.
to Self-Service Business Intelligence With the crushing volume of data most businesses deal with, your knowledge workers probably spend more time searching for the information they need than actually performing their jobs. And the problem is only getting worse. The solution isn’t more complex and expensive enterprise business intelligence (BI) solutions. Nor are user installed patchwork tools the answer —and can create operational and compliance nightmares. Getting the right information to the
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
as a Service Is Gaining Ground Introduction One does not have to closely watch the enterprise applications market to realize that the hosted delivery model is enjoying a new glorified, (or reinvented, if you prefer) status. Referred to as on-demand , utility computing , or software as a service (SaaS) delivery approaches, hosting has not only achieved buzzword status overnight, but the concept has been gaining ground through real deployments. Hosting was once known as application service provider
Top Software for Service Companies
For your own customized comparison reports, select a category below:ERP for Service Companies. Professional Services Automation Human Resource Man...
Software for Service Companies Comparing software solutions for services companies can be difficult and time-consuming—but at TEC we make it quick and easy In just seconds, you can get free side-by-side software comparison reports. Choose from all the leading vendors—including Microsoft, SAP, Oracle, UNIT4, Sage, IBM, Pronto Software, MicroStrategy, Infor, Epicor, META4, NuView, OpenAir, NOW Solutions, NetSuite, Cézanne Software, PRELYTIS, QlikTech International, TARGIT, Cougar Mountain
Enterprise Resource Planning for Services: Has Software as a Service Become Service-oriented Architecture for Small to Medium Businesses?
In the past, enterprise resource planning (ERP) initiatives were far too costly for smaller organizations to consider. However, a trend has recently emerged
Has Software as a Service Become Service-oriented Architecture for Small to Medium Businesses? Originally published - February 14, 2007 In a market where labels define software vendors, the power of the enterprise resource planning (ERP) acronym has permeated the small to medium business (SMB) market. Tier one and best-of-breed vendors are embracing the ERP label as the message of choice to its clients, especially in the services sector where ERP is less mature. As organizations seek enterprise solutions
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