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Inside Look at the Success of Cloud Field Service Provider ServiceMax-Part 1
TEC’s recent article on IFS’ recent success in the field service management (FSM) market by no means implies that other FSM players are not prospering. Indeed

fsm 1 2 1  and TOA Technologies . FSM suite or ERP vendors offering broader capabilities, but that lack sufficient innovation for providing mobile, social, and cloud operability, e.g., SAP , Oracle , PTC , Astea , Ventyx , and IFS .   Figure 1 With its broad suite of cloud-based, collaborative, and mobile field service applications, ServiceMax enables its customers to optimize their operations. For example, with the ServiceMax iPad app, field service reps can quickly provide current status of their appointments Read More...
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 » fsm 1 2 1


Navigating Between Service Management Scylla & Charybdis - Part 2
Part 1 of this series analyzed the phenomenon of the rise of the service economy: the increasing importance of the service sector in industrialized economies

fsm 1 2 1  ClickSoftware’s  field service management (FSM)  product is used by 5,200 agents/technicians visiting 1.9 million homes per year to perform deliveries, installations, and repairs to computers and appliances. The mind-boggling task of scheduling that many field resources hints at the complexity of service provision. The final part of this blog series will go beyond the service economy opportunity to analyze why achieving consistently high  customer service  is not an easy feat, (and thus the Scylla Read More...
Vertical Solutions Inc.-All About Field Service: Part One
Field service management (FSM) is a growing enterprise software segment, and while it may not be a new software market, it is quickly increasing in value and

fsm 1 2 1  customer experience (CX) and FSM solutions. The company focuses on providing innovative ways for organizations to increase revenue via its post-sales service management (scheduling, service support requests including entitlements, social, and mobility) and contact center technology solutions. In 1992, VSI established its mobile development group (well before today’s onslaught of mobile devices and tools), and in 2001 the company launched its application service provider (ASP)-hosted CRM solution called Read More...
Inside Look at the Success of Cloud Field Service Provider ServiceMax-Part 2
In part 1 of this blog post series, we took a look at a major player in the field service management (FSM) market ServiceMax. In what follows is a recent

fsm 1 2 1  the field service management (FSM) market ServiceMax . In what follows is a recent question-and-answer interview with Stacey Epstein‚ vice president (VP) of marketing at ServiceMax. Stacey has extensive experience in generating demand, fueling growth, and building brand name global recognition for technology companies. She brought two decades of cloud, customer relationship management (CRM), service management, and enterprise application experience to ServiceMax. Prior to ServiceMax, Stacey was the VP Read More...
Navigating Between Service Management Scylla & Charybdis - Part 1
It is no longer breaking news to say that the US and the European Union (EU) are turning from product-based to service economies. The trend of the increasing

fsm 1 2 1  and field service management (FSM) software suites. These offerings typically include  help desk , customer  call center , spare parts management, work order management, and workforce scheduling and dispatch. Evolutionary and new business models are creating competitive advantages for companies that can proactively anticipate, understand, and address customer needs, ultimately leading to increased profits and customer loyalty. The culmination of these endeavors is the ability to offer Read More...
The Intelligence of Social Media (Part 2)
In the first part of this blog, I mentioned that sentiment analysis measures the polarity of opinion—positive, negative, or neutral—regarding a subject, a

fsm 1 2 1   Read More...
Fixing Security Backdoors: Red Hat 1, Microsoft 0
April is the cruelest month for operating system security holes. Red Hat posted a fix within six hours, but Microsoft leaves us… still waiting!

fsm 1 2 1   Read More...
Integrated Workforce Management (WFM) Platforms: Fact or Fiction? - Part 1
In her recent blog post 12 Things Retailers Did Last Year To Improve Supply Chain... IDC’s analyst Leslie Hand said that many retailers, as one of the top three

fsm 1 2 1  Workforce Management (WFM) Platforms: Fact or Fiction? - Part 1 In her recent blog post 12 Things Retailers Did Last Year To Improve Supply Chain...   IDC ’s analyst Leslie Hand said that many retailers, as one of the top three priorities of the last year, implemented new “pay and bonus for performance” structures based on current labor standards/ time management  or simply applied new labor standards to their distribution centers (DCs) and warehouse work. Some also implemented Read More...
Innovation, Innovation, Innovation: Notes from DSCC 2010 (Day 1)
The Dassault Systèmes Customer Conference (DSCC) 2010 kicked off on November 9th, 2010 in Orlando, Florida. It is the second time that Dassault Systèmes has

fsm 1 2 1  Innovation, Innovation: Notes from DSCC 2010 (Day 1) The Dassault Systèmes Customer Conference (DSCC) 2010 kicked off on November 9th, 2010 in Orlando, Florida. It is the second time that Dassault Systèmes has hosted the customer conference collectively for most of the company’s brands at a single event, with a geographic focus on the Americas (the European Customer Forum [ECF] 2010 is the European equivalence taking place in two weeks). When I had a little time to reflect after the busy Read More...
Candle Releases New Command Center App for IBM MQSI 2
IBM has announced a four-year, $200 million investment to attempt to make it more cost effective and easier for companies to manage data on IBM S/390 enterprise

fsm 1 2 1   Read More...
Has KANA Gotten Its Mojo Back? - Part 1
In this service economy it is not surprising to hear about smart innovative companies whose businesses have been blossoming due to the superior customer service

fsm 1 2 1  KANA Gotten Its Mojo Back? - Part 1 In this  service economy  it is not surprising to hear about smart innovative companies whose businesses have been blossoming due to the superior  customer service  they provide. Zappos and its “Powered by Service” tagline is a crown example. Many vendors that offer customer service software solutions, especially  those that bundle customer relationship management (CRM) with business process management (BPM) capabilities  and  even infuse knowledge in the Read More...
Emptoris: Opening a New Chapter of Prosperity - Part 1
Good news is scarce these days across the board, and I am always keen on reporting on rare bullish enterprise applications businesses, especially if the

fsm 1 2 1  Opening a New Chapter of Prosperity - Part 1 Good news is scarce these days across the board, and I am always keen on reporting on rare bullish enterprise applications businesses, especially if the company is in my neck of woods. Recently, I had an upbeat and constructive business update meeting in person at Emptoris ’ headquarters. The Burlington, Massachusetts, US-based company was founded in 1999 as a  strategic sourcing software  company, pioneering the use of optimization in  strategic s Read More...

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