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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 inquiry and service request  In addition to supporting customer needs, the portal helps employees at VAI track their project-related time and billing. The time and billing part of the portal enables our employees who might be traveling anywhere in the country to keep track of billable hours, explains Beasley. From wherever they are, they can enter what they have been doing and how many hours are billable to a certain client. It allows us to track our billings, and there is even some workflow built into the process that allows Read More
Customer Relationship Management (CRM)
Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they a...
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Documents related to » customer inquiry and service request


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 inquiry and service request  to enhance Return on Customer by recognizing high-value and high-growth customers, and give them a superior service experience. The experience may be quicker response times for top customers, access to a richer set of information, or faster escalation to assisted service. For less valuable customers, the self-service experience may end in an email inquiry with a promise of 24- hour response. Treating different customers differently in this way helps companies to find new ways to strike the balance Read More
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

customer inquiry and service request  $33.00 to handle a customer inquiry by telephone, $10.00 to handle it by e-mail, and about $1.00 to deal with the question through an online self-service system. Furthermore, by 2010, Gartner projects that self-service interactions will account for 58 percent of all service interactions, up from 35 percent in 2005. Thus, the goal of self-service has been to drive as many inquiries as possible away from the telephone to the Web, which is less difficult than it might seem, because organizations usually Read More
Sword Ciboodle-One More BPM-Centric CRM Provider
What does BPM have to do with CRM? Sword Ciboodle can tell you. The vendor delivers process-based customer interaction solutions to contact centers to improve

customer inquiry and service request  Handling, Campaign Execution, Dashboards, Customer Profile, Cross Sell, Inquiry Management, Unified Interaction History, and Customer Profile. The implementation also includes integration with Avaya , Mosaix dialer, mainframe applications, and FedEx and/or UPS parcel tracking.   The Ciboodle Platform The Ciboodle Platform (a.k.a., Ciboodle) links and extends CRM to business processes that can be modeled in a way that is in tune with the business drivers and customer interactions for each organization. Read More
Bolstering the Call Center with Service Resolution Management Processes
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches

customer inquiry and service request  specifically applications that enable customer service organizations to more effectively resolve service requests and answer questions. What Service Resolution Management Offers Built on KM and search technologies, SRM (not to be confused with supplier relationship management) applications optimize the resolution process across multiple service channels, including contact centers, self-service Web sites, help desks, e-mail, and chat. An SRM system creates a knowledge backbone for the seller company by Read More
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

customer inquiry and service request  enterprise resource planning,ERP,software as a service,SaaS,SaaS business model,small to medium business,SMB,service-oriented architecture,SOA,professional services automation,PSA,on demand,customer relationship management,CRM,extensible markup language Read More
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

customer inquiry and service request  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. Read More
Customer-oriented Banking and Account Origination
A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer

customer inquiry and service request  Origination A decline in customer loyalty has put a great deal of pressure on financial institutions of late. Thus, as banks tailor products and services to meet customer demands, they must also boost revenue. That’s why it’s essential to target your most profitable customers with real-time insight that helps you drive revenue, increase profitability, and build long-term relationships with those customers. Read More
Employee and Manager Self-Service: A Virtual Chameleon in the Workplace
In order for employee self-service (ESS) and manager self-service (MSS) technology to be effective, it must serve multiple purposes for multiple business units

customer inquiry and service request  productivity of its workforces. Customers are using cfactor for automating routine human resource and business processes, providing employee and manager selfservice, performance management, benefits administration, workforce communications and HR analytics. cfactor technology has been recognized for supporting HR best practices (Canadas Top 100 Employers 2006), as Best New Product (SABEX 04) and presented with the HR Technology Excellence Award (HR Tech 03) . To develop a business case for ESS/MSS or for Read More
4 Steps to Choosing the Right Device for Field Service Mobility
Choosing the right device for field service management needs is not easy. This white paper will guide you through the different factors, including your

customer inquiry and service request  technology outlook, how a customer’s perceptions of you might be affected by the device, and how the hardware features make your employees more efficient. Know the four steps to consider for choosing the right device for your field service mobility needs. 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

customer inquiry and service request  service organization,mobile workforce,mobile workforce management,field service strategy,ViryaNet,field service efficiency,field service performance,field service operational excellence,field service organization performance,performance-driven service organization Read More
Differentiation through Service Excellence
With products increasingly becoming commodities, chief executive officers (CEOs) recognize that first-rate customer service is key to enhancing customer

customer inquiry and service request  SAP Resources Related to Customer relationship management (CRM) : Customer relationship management (CRM) (Wikipedia) Differentiation through Service Excellence Customer Service Excellence is also known as : Service Excellence Human Resources , Customer Relations Strategy , Customer Service Excellence , CRM Customer Relations Management , Customer Relationship Management CRM Software , Data Mining Customer Relationship Management , Customer Relationship Management SAP , Implement Customer Relationship 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

customer inquiry and service request  relationships that can drive customer loyalty. Read More

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