Self Service WEB Support

Bolstering the Call Center with Service Resolution Management ...

by P.J. Jakovljevic ... The use of multiple channels for customer service and support, as well as ... it regardless of the channel they choose, be it telephone, Web self-service, e-mail ... http:/.../Research/ResearchHighlights/CRM/2007/12/research_notes/TU_CR_PJ_12_14_07_1.asp - 19k - 2007-12-14 Summary: Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.

Bolstering the Call Center with Service Resolution Management ...

by P.J. Jakovljevic ... The use of multiple channels for customer service and support, as well as ... it regardless of the channel they choose, be it telephone, Web self-service, e-mail ... http:/.../Research/ResearchHighlights/CRM/2009/09/research_notes/TU_CR_PJ_09_04_09_1.asp - 19k - 2009-09-04 Summary: Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.

Great Plains Taps The Web To Deliver Product Support

by L. Talarico ... The expanded service promises to make it easier for partners and customers to obtain self-help and ... Great Plains' four-year-old secure customer web site. ... http:/.../Research/ResearchHighlights/eCommerce/2000/12/news_analysis/NA_EC_LJT_12_05_00_1.asp - 9k - 2000-12-05 Summary: Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers and partners with higher levels of service while increasing Great Plains’ operational efficiency. Here’s how Great Plains uses the web to augment its technical support services.

Knowledge Management: The Core of Service Resolution Management

by P.J. Jakovljevic ... problems through self-support on the Web, since we ... ready to embrace the benefits of self-help solutions ... while improving the quality of the service delivered to ... http:/.../Research/ResearchHighlights/CRM/2007/12/research_notes/TU_CR_PJ_12_12_07_1.asp - 14k - 2007-12-12 Summary: 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.

Stalled Oracle Fumbling For A Jump-Start Kit Part 2: Event Summary ...

by P.J. Jakovljevic ... standard tools such as Dreamweaver to code self-service pages and ... Java 2 Enterprise Edition (J2EE) compliance, Web Services support, and integration ... http:/.../Research/ResearchHighlights/ERP/2002/04/research_notes/EN_ER_PJ_04_15_02_1.asp - 15k - 2002-04-15 Summary: Oracle continues respond to the changing requirements of the market, by addressing the need for Wireless Internet support, application servers, and expanded ASP support, while using new pricing models to maintain and expand its existing customer base.

Helpdesk LLC

... website to manage support requests and to publish self service knowledge bases on the web, reducing the need for costly and time consuming telephone support. ... http://directory.technologyevaluation.com/profile.aspx?vid=11173 - 3k

Epicor Claims The Forefront Of CRM.NET-ification Part 1

by P.J. Jakovljevic ... the Customer Self-Service Portal, a companion to Clientele Customer Support 8.0, provides customers access to account information via the Web to access a wide ... http:/.../Research/ResearchHighlights/Crm/2002/06/news_analysis/NA_CR_PJ_06_11_02_1.asp - 13k - 2002-06-11 Summary: By harnessing .NET possibly more zealously than its creator Microsoft’s Great Plains and Navision enterprise counterparts, and while difficult market conditions continue to persist, Epicor might be showing us that ‘a brave heart and wise mind’ can keep it in the mid-market leadership race amongst a

The Quest for the Right Self-service Model: Enterprise Content ...

by Hans Mercx ... another example, can provide a self-service model to ... asset management (DAM), or web content management ... thus expanding its functionality to support the market ... http:/.../Research/ResearchHighlights/ContentManagement/2007/12/research_notes/MI_CO_XHM_12_12_07_1.asp - 20k - 2007-12-12 Summary: Organizations are looking for self-service models to manage their internal and external content. Content management systems are the answer, but then the question becomes which to choose—an all-in-one enterprise content management suite, or an integrated, best-of-breed point solution?

GMAC Web-Enables Legacy Data With NEON Systems Shadow Direct

by M. Reed ... production servers - one is the Web server, the ... beginning, with their ability to support enhancements that ... the Internet, B2B and self-service applications now ... http:/.../Research/ResearchHighlights/DataWarehousing/2001/03/research_notes/CS_DW_MFR_03_05_01_1.asp - 17k - 2001-03-05 Summary: GMAC is pushing for enterprise-wide web enablement of existing IT assets to support customer self-service platforms. NEON Systems’ Shadow Direct product gives them access to legacy ADABAS databases in a real-time Internet environment.

Surado! A Rising Mid-market CRM Provider

by Kevin Ramesan ... Surado confirms that development for IBM DB2 and Oracle 9 support is underway. ... The Web Self-Service module is Surado's first step in moving toward a web-based ... http:/.../Research/ResearchHighlights/Crm/2003/10/research_notes/VN_CR_KR_10_16_03_1.asp - 12k - 2003-10-16 Summary: Our quest for quality and well-priced mid-market CRM software solutions, takes us this week to review Surado Solutions Inc. developers of Surado CRM Solutions. Surado positions itself high in many functional areas, against many mid-market software vendors such as SalesLogix, Epicor, Microsoft CRM, Kana,