1. Overview 2. Field Service Management Components 3. Joining the dots 4. Filling in the gaps 5. Implementing end-to-end Service Management

Size: px
Start display at page:

Download "1. Overview 2. Field Service Management Components 3. Joining the dots 4. Filling in the gaps 5. Implementing end-to-end Service Management"

Transcription

1 1. Overview 2. Field Service Management Components 3. Joining the dots 4. Filling in the gaps 5. Implementing end-to-end Service Management End-to-end service management encompasses a wide variety of tasks and components across many industries. Most off-the-shelf solutions for service management cover only one, or a subset, of the components needed, leaving an organisation struggling to plug the gaps. Typical symptoms of a lack of linkage are double data entry, manual spread sheets and paper forms used to capture data. The end result is that the efficiency savings expected by investment in service management are rarely achieved. Some businesses try and join the dots by integrating service management components themselves or developing in-house solutions to plug the gaps but this can be costly, takes time and rarely gives the outcome hoped for. As Gartner state in their latest Magic Quadrant on Field Service: The market for field service components is fragmented, forcing most buyers to accept a best-of breed approach, rather than to rely on their enterprise application suite providers to close key gaps. Additionally, we still see many companies building components of field services themselves. This white paper outlines the core components of a field service management solution and how to build cohesion across your own service management systems. By joining each element, it is not only possible to improve efficiency but it also gives the organisation far greater visibility of tasks and control of performance and SLA adherence. Joining these components also enables cross-functional tasks which can have a massive impact on client satisfaction. Once all the components are joined and true end-to-end reporting is possible, adherence to SLAs and escalations can be automatically and accurately determined.

2 So, whilst it would be great if every business could afford a new service management solution, the reality is that most can t and so are reluctant to throw away the investment they have already made in their current infrastructure. In the following sections, we will explain how it is possible to augment existing solutions and what to look for in a vendor so that you can not only join the dots but also fill in the gaps. Whether it s engineering maintenance, utilities, support services or facilities management a field service management should meet the following basic objectives. a. Receive, log and track requests for a field service technicians Components: self-service, , call handling, CRM and case management However a client requests a service - via the telephone, , a self-service web portal or a smart phone app - the service management solution must log the request, track it and associate it with customer data and, potentially, customer assets. b. Plan and assign a service technician Components: scheduling, reactive job management, planned maintenance, rota management, route optimisation, GPS tracking Planning and assigning an appropriate service technician needs to factor in the location of the job and that of the technician, as well as their availability, skills, parts, SLA adherence and any other contractual constraints. c. Mobilisation of the technician Components: mobile field service device, parts management, in-field data collection Mobile communication is not just one-way; the service management solution should collect data from the field, for example time and location of job completion, job details, parts used, customer satisfaction and audit details, to feed back to the customer service centre. Job status changes and other delays can impact the scheduling of future activities and accurate details of the job can help the technician quickly identify common problems, all of which relies on the service centre being able to communicate directly with the field worker. d. Costing and billing of service Components: service management, costing and billing Whether contractors are used or in-house resource, the service management solutions needs to incorporate pricing tools and accounting software to track costs and invoice customers. Timely and specific job details are required to improve cash flow and enable accurate billing. So, to achieve these objectives the following components are required: Self-service: via multiple channels - voice, web, smart phone, SMS to log and check on service requests and call handling: used by the service desk to take and log requests Scheduling: based on priority, customer profile, SLA etc and providing both automated and manual job assignment based on engineer skill and location Service Management, Case Management, CRM: all the information an agent requires to manage service requests should be available on a user-friendly desktop; avoiding tabbing through multiple applications is recommended Reactive job management: the service management solution needs to support the creation of new jobs, generated through either a selfservice route or an agent, based on new issues in the field as opposed to planned maintenance tasks Planned maintenance management: the solution should allow for the creation of planned maintenance jobs (e.g. annual PAT testing, software upgrades, servicing schedules etc). Parts ordering/management: including parts catalogue Field service mobile devices: vital for communicating job details directly to field workers, whilst also tracking those workers locations for scheduling purposes

3 In field data collection: via mobile devices, including time to complete, customer satisfaction, parts used, site audits, sales leads, appointment outcome GPS tracking Route optimisation: assisting dispatchers to maximise engineers time to plan their route and dispatchers Reporting: needed across all aspects of the service provision, particularly to monitor SLA adherence Engineer rota management: this could include an engineer portal to allow them to manage their own rota and holiday requests Costing and billing Most off-the-shelf service management products cover only one, or a subset, of the above components; the result is that several systems are required to complete an end-to-end service management solution. Frequently, double data entry is required between components leading to delays and mistakes. Manual spread sheets are sometimes created, used to bridge the gaps. A business may already have job scheduling and parts management but has no solution for rota management. It isn t worth them purchasing a rota management solution so instead they plug the gap with yet another spread sheet or manual process. Lack of connectivity between service management components can be compounded by the fact that each has been purchased to sit in an isolated department, performing individual functions. If the departments don t work well together, and no one employee has sole responsibility for tasks, silos are created. No-one has complete visibility of, or responsibility for, service requests and no single service management system looks at these requests on an end-to-end basis. This can have a massive impact on response times and SLA adherence. For example, a job request is received and logged by the service desk, who then throws it over the wall to planning where it may wait in a queue. It is then passed to dispatch, a third department operating on a third different system all needed to manage one customer request. If that customer then calls the service desk to request a change in time, the agent is unable to reassign the job without involving planning and dispatch, invariably meaning delays and SLA targets missed. Even those organisations who have acquired best-in-breed service components for all areas still have the headache of complex integration or developing inhouse systems to plug the gaps but, for most, their lack of resources mean that this is not an option.

4 Joining the required components will inevitably have a massive impact on client satisfaction. The following are key benefits which are typically achieved with an end-to-end solution: Blended reactive tasks and planned maintenance By integrating job scheduling of both reactive tasks and planned maintenance alongside the option for customers to log their own request, great savings can be achieved through the reduction of site visits and preventive maintenance activities undertaken during a reactive job visit. End-end-end reporting and escalation By joining the service desk, planning and mobile operations, key performance indicators can be tracked and issues identified and escalated. Real time dashboards can be incorporated alerting of service issues. Client visibility and rapid handling of requests Integration of components into a unified agent desktop gives a single employee the ability to receive, schedule and dispatch requests. By further linking them into the mobile field service, and providing a map view showing current job locations and staff locations, the service desk can quickly ascertain where staff are to manage customer expectations and re-assign resources manually if needs be. Identifiable patterns and common issues By linking into asset management, common problems or issues with parts can be identified allowing for more rapid resolution and optimisation of service schedules to accommodate these factors. Van stock management Knowledge of common issues and parts requirements allows van stock to be optimised. By also linking in the mobile dispatch and customer self-service portal, van stock levels can be factored in when jobs are scheduled. For example, if a common issue with an asset type has been identified which requires a certain part, an engineer who doesn t have this part on his van will not be allocated. As parts are used, the system should automatically prompt an order to replenish van stock ensuring that staff never run out or, conversely, have too many of a part. The right technician, correct job details and parts are always dispatched An end-to-end service management solution ensures that customer details are automatically passed from the self-service client portal or the service desk to the correctly skilled field agent via their mobile device. Links to parts management and scheduling will ensure that they equipped with the parts required for the job or are sent to a drop off box to retrieve a required part if necessary. Easy to assess profitability of a job Using a tablet or smart phone mobile application will allow the technician to easily record job details and identify any parts used to ensure prompt and easy billing against the customer contract. Sending data directly back to the service centre on job completion by a mobile device can speed up the whole process; by bringing this together with accounting, planning and CRM solutions, the profitability of jobs can be assessed. In addition, the self-service portal can offer the client visibility of the costs status of their contract and allow them to manage finances accordingly. This can prove to be real differentiator. In-field sales and marketing opportunities via linked CRM and mobile devices The addition of CRM functionality (sales, marketing and customer service) to mobile devices can be used as a way to enable field service technicians to capture sales leads, configure orders and market while on-site.

5 You re looking to augment your existing service management solutions and join up the dots; how do you go about this? If you have no solution in place, it makes sense to look at end-toend options but most organisations already have certain components and they do not want to waste their investment. Don t limit yourself to an off-the-shelf best in breed product, instead assess all possible suppliers by considering: 1. What are the key functions and components needed? 2. Which vendors can provide all of these? 3. How will these new components fit with my existing systems to avoid silos? 4. Will the vendor customise the product around my processes? Ideally, a tool set to create a framework around the individual service management components is needed, allowing the business to customise the functions they actually need around their existing products. A unified or intelligent agent desktop that integrates with existing systems, acting like an information hub by pulling data from multiple sources, can form that framework and, if it can provide a set of customisable components that can be configured to match your business processes and plug your current gaps, so much the better. Organisations should also assess their supplier in terms of the following trends and factors which are becoming increasingly important in the service management world. Cloud Does the vendor offer cloud and premise based solutions? Cloud can not only provide a cost effective day one solution but can also accelerate the availability of new features and technology. To add new functionality to a premise based solution can often be prohibitively expensive; cloud offers a more cost effective solution on a per license basis and hybrid options are available which mix cloud and premise based functionality. Look also for a supplier which offers a wide range of these service management components as cloud applications so you can scale the number of licenses and also phase in new applications and functionality as you require without having to go to a different supplier. The mobile customer 50% of smart phone users chose apps over phoning so ensure your customer management solution incorporates apps for self service; these can leverage the full features of today s smart phones to reduce data entry. GPS precise location identification can allow jobs to be logged and assets to be identified without data entry. Apps can also be designed to integrate with an organisation s service management technology and processes. Self-service Providing self-service options can not only save the business service desk costs but also give the client access to the most appropriate and preferred channel to report and manage their issues and requests. With the proliferation of smart phones, apps can be made available to customers to log requests. As these apps can be tailored according to the customer s profile, drop down menus can allow them to identify assets and locations via GPS and view the status of their open requests Social media To assume that social media is only important in consumer-facing organisations is a misconception. Social media in field service is not about Facebook comments and promotion but it is about sharing knowledge and recommendations between employees, field workers and customers. Field service organisations can use social media to monitor customer sentiment towards their services and internally to augment their knowledge of issues and resolutions.

6 Chat Chat is one of the most rapidly growing customer service channels. As well as providing an additional channel for customers to check for updates and advice from the service desk, chat has two further useful applications within field service management: communications between field workers directly from their mobile devices create a conversation thread which shares knowledge on recent issues and resolution; as chat can be enabled via a customer service app, a client can ask a service desk agent for assistance who then opens up a 3 way chat session to include an expert field service engineer in case of a complex issue. Often client issues can be resolved in this way without needing the field service agent to visit site. Information and Analytics Access to information, analytics and sharing knowledge are increasingly important issues in all organisations. A service management solution should enable organisations to capture information and knowledge from all components in the process and analyse this to adapt and change. Many service management businesses face the issue of an aging workforce and so sharing knowledge and process to update knowledge bases can help get new employees up to speed. mplsystems deliver service management and scheduling software, mobile communications, customer management and self service solutions for field service and customer support operations. Suitable for both small field based teams or a large team of contractors, mplsystems provide a framework around all these components and allows business to create and customise the functionality they really need around their existing products. Our intelligentcontact technology can be delivered on premise or in the Cloud, automating with business processes and back office applications. Integral mobile worker smart phone apps link directly into the helpdesk agent desktop, planning and dispatch functions, legacy accounts, resource planning, asset and parts management systems.

White Paper: Transforming Field Service: how can new technology combat your field service issues?

White Paper: Transforming Field Service: how can new technology combat your field service issues? White Paper: Transforming Field Service: how can new technology combat your field service issues? Although field service management technology has moved on leaps and bounds over the last 10 years the reality

More information

White Paper: 4 Key Factors that Define a True Unified Agent Desktop

White Paper: 4 Key Factors that Define a True Unified Agent Desktop White Paper: 4 Key Factors that Define a True Unified Agent Desktop To help businesses understand the different definitions and levels of functionality, mplsystems has summarised 4 key factors that they

More information

End-to-end Field Service Management

End-to-end Field Service Management End-to-end Field Service Management Building end-to-end field service management solutions around your unique business processes Customer Self-Service Service Desk Software Workforce Scheduling Mobile

More information

White Paper: Evaluation of the top three customer self-service technologies for field service

White Paper: Evaluation of the top three customer self-service technologies for field service White Paper: Evaluation of the top three customer self-service technologies for field service This white paper will explore the transitioning role of the customer in field service and how the proliferation

More information

Customer Engagement CRM

Customer Engagement CRM Customer Engagement CRM Rapid, Smarter, Personalised Customer Service Customer Engagement CRM Unified Agent Desktop Dialling and Campaign Management Knowledge Base Digital Self-Service Reporting and Analytics

More information

WHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT?

WHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT? WHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT? TABLE OF CONTENTS WHAT DOES IT MEAN?... 03 HOW DO WE DEFINE END-TO-END FSM?... 04 THE FIELD SERVICE MANAGEMENT DELIVERY PROCESS... 05 AUTOMATING &

More information

Omni-Channel Contact Centre

Omni-Channel Contact Centre Omni-Channel Contact Centre Empower your agents and delight your customers with a seamless Omni-Channel experience Omni-Channel Contact Centre Email Management Web Chat Software Social Media Customer Service

More information

Consumer Goods. itouch Vision s CRM for

Consumer Goods. itouch Vision s CRM for itouch Vision s CRM for Consumer Goods This document gives an overview of itouch Vision s Cloud CRM for consumer goods and discusses the different features and functionality. For further information, about

More information

Digital Marketplace - G-Cloud

Digital Marketplace - G-Cloud Digital Marketplace - G-Cloud CRM Services Core offer 9 services in this area: 1. Dynamics CRM Upgrade Services Utilising this service, Core will undertake an evaluation of your current CRM platform. We

More information

Top 10 Ways To Improve Contact Centre Performance And Enable Proactive Customer Care

Top 10 Ways To Improve Contact Centre Performance And Enable Proactive Customer Care Top 10 Ways To Improve Contact Centre Performance And Enable Proactive Customer Care Contact Centres can become victims of their own success. Good customer service and the ability to quickly and effectively

More information

MODERNIZING FIELD SERVICE TECHNICIANS WITH MOBILITY SOLUTIONS

MODERNIZING FIELD SERVICE TECHNICIANS WITH MOBILITY SOLUTIONS MODERNIZING FIELD SERVICE TECHNICIANS WITH MOBILITY SOLUTIONS A RapidValue Solutions Whitepaper Contents Executive Summary 03 The Significance of Field Service Mobility Life without Mobility Benefits for

More information

BT Contact. Consultant and Analyst Webinar. January 2013. BT Contact. Relationships that grow

BT Contact. Consultant and Analyst Webinar. January 2013. BT Contact. Relationships that grow BT Contact Consultant and Analyst Webinar January 2013 BT Contact. Relationships that grow BT One Agenda Introductions Neil Sutton Vice President Global Portfolio BT Contact Overview Andrew Small Vice

More information

Redefining Infrastructure Management for Today s Application Economy

Redefining Infrastructure Management for Today s Application Economy WHITE PAPER APRIL 2015 Redefining Infrastructure Management for Today s Application Economy Boost Operational Agility by Gaining a Holistic View of the Data Center, Cloud, Systems, Networks and Capacity

More information

Monitoring, Managing, Remediating

Monitoring, Managing, Remediating MANAGED SERVICES Packages include: Fault management Troubleshooting & escalation Proactive monitoring WAN status 800# Incident & inventory management Quarterly reviews Managed device database Online dashboard

More information

Moving from reactive Field Service Management to proactive

Moving from reactive Field Service Management to proactive WHITEPAPER Moving from reactive Field Service Management to proactive Introduction Traditionally, reactive Field Service Management (FSM) has been the default service organization approach to delivering

More information

The Evolving Role of Process Automation and the Customer Service Experience

The Evolving Role of Process Automation and the Customer Service Experience The Evolving Role of Process Automation and the Customer Service Experience Kyle Lyons Managing Director Ponvia Technology Gina Clarkin Product Manager Interactive Intelligence Table of Contents Executive

More information

Ultracomms Cloud Solutions

Ultracomms Cloud Solutions Ultracomms Cloud Solutions Ultracomms Ethos As the first cloud contact centre service provider in Europe, and a supplier of Enterprise PCI DSS solutions, Ultracomms has been providing outbound, inbound

More information

CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING

CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING WWW.HSO.COM The rise of CRM and how it s transforming business interactions CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING Why customer loyalty pays dividends Delivering a personal experience Unsurprisingly,

More information

My Experience. Serve Users in a Way that Serves the Business.

My Experience. Serve Users in a Way that Serves the Business. Infrastructure Services the way we do it My Experience Serve Users in a Way that Serves the Business. A Smarter Strategy for Empowering Users IT has entered a new era, and CIOs need to perform a delicate

More information

Sage 300 ERP 2014 Get more done.

Sage 300 ERP 2014 Get more done. Sage 300 ERP 2014 Get more done. Get more done by connecting your business, providing a better customer experience, and increasing revenue. New web and mobile functionality: driving better customer experiences

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

Everything you need for your mobile enterprise

Everything you need for your mobile enterprise Everything you need for your mobile enterprise A complete software, hardware and managed service solution for mobile workers Spirit Data Capture Limited is an enterprise mobility company. We have an in-depth

More information

How Salesforce Delivers Exceptional Service Using Service Cloud. service cloud

How Salesforce Delivers Exceptional Service Using Service Cloud. service cloud How Salesforce Delivers Exceptional Service Using Service Cloud service cloud Contents Introduction The Challenges of Growth A World-Class Service Solution Innovation in Support Conclusion 3 6 8 14 17

More information

24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk. itg CloudBase

24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk. itg CloudBase 24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk Onsite Support itg CloudBase Pro-Active managed it support services for one single cost per month covers all aspects of

More information

BEAT THE ELITE HOW TO USE CRM TO OUT COMPETE YOUR RIVALS.

BEAT THE ELITE HOW TO USE CRM TO OUT COMPETE YOUR RIVALS. BEAT THE ELITE HOW TO USE CRM TO OUT COMPETE YOUR RIVALS. 1 CONTENTS INTRODUCTION 2 ACHIEVE TARGETED MARKETING 6 CUSTOMER SERVICE AND SATISFACTION 3 EMPOWER STAFF WITH MOBILE CRM 7 DON T RELY ON SPREAD

More information

SERVICE LIFECYCLE MANAGEMENT: PATHWAY TO PROFITABLE SERVICE

SERVICE LIFECYCLE MANAGEMENT: PATHWAY TO PROFITABLE SERVICE WRITTEN BY: JOHN CARROLL, CHIEF EXECUTIVE OFFICER FEBRUARY 2013 Page 2 of 9 In The Service Council s The Role of Service Culture In Driving Service Revenues research (October 2012), virtually half of organizations

More information

HR Helpdesk & Case management

HR Helpdesk & Case management itouch Vision HR Helpdesk & Case management This document gives an overview of Case management for HR and discusses the different features and functionality. For further information, about implementation

More information

7 Steps to Guide Your Field Service Technology Purchase

7 Steps to Guide Your Field Service Technology Purchase BUY ER S G UID E 7 Steps to Guide Your Field Service Technology Purchase Field service leaders across industries are looking for ways to modernize and streamline their service organizations. With increasingly

More information

Five key trends are reshaping customer- experience management:

Five key trends are reshaping customer- experience management: Top Five Contact Center Trends for 2013 By Irwin Lazar VP and Service Director, Nemertes Research Executive Summary Five key trends are reshaping customer- experience management: ± Increasing adoption

More information

Extending Dynamics CRM with BPM processes using PNMsoft s Sequence Kinetics TM

Extending Dynamics CRM with BPM processes using PNMsoft s Sequence Kinetics TM Extending Dynamics CRM with BPM processes using PNMsoft s Sequence Kinetics TM Sequence Kinetics BPM Suite for Dynamics CRM Sequence Kinetics for Microsoft Dynamics CRM is a Intelligent BPMS (Business

More information

CRM for Customer Service and Support

CRM for Customer Service and Support CRM for Customer Service and Support Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through loyal, repeat buyers. Whether it s

More information

Cloud Services Catalog with Epsilon

Cloud Services Catalog with Epsilon Cloud Services Catalog with Epsilon Modern IT enterprises face several challenges while building a service catalog for their data center. Provisioning with a cloud management platform solves some of these

More information

Unisys Innovation Plan

Unisys Innovation Plan Unisys Innovation Plan June 12th, 2015 Our View of the Market Unisys regards user support, cloud/datacenter, applications, data, analytics, social, service management and security as essential components

More information

Reducing your organisation s operational costs

Reducing your organisation s operational costs White paper Reducing your organisation s operational costs NEC Australia au.nec.com Managing the challenges of a multi-vendor environment Your business and your customers expect technology to deliver ever-increasing

More information

Reduce and manage operating costs and improve efficiency. Support better business decisions based on availability of real-time information

Reduce and manage operating costs and improve efficiency. Support better business decisions based on availability of real-time information Data Management Solutions Horizon Software Solution s Data Management Solutions provide organisations with confidence in control of their data as they change systems and implement new solutions. Data is

More information

thoughtonomy Virtual Workforce for Service Automation

thoughtonomy Virtual Workforce for Service Automation thoughtonomy Virtual Workforce for Service Automation The Thoughtonomy Virtual Workforce uses software to replicate the interactions of people and technology to automate a wide range of operational and

More information

Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight

Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel

More information

Advanced. Field Service 1

Advanced. Field Service 1 Advanced Field Service Field service management software for growing businesses Service Management Made Easy Field Service 1 Advanced Field Service The UK s largest dedicated field service software provider

More information

PeopleSoft Enterprise HelpDesk for Human Resources

PeopleSoft Enterprise HelpDesk for Human Resources PeopleSoft Enterprise HelpDesk for Human Resources Colin Spilak Senior Sales Consultant The following is intended to outline our general product direction. It is intended for information

More information

Full chain integration with your mobile field engineers

Full chain integration with your mobile field engineers PLANON mobile field services Full chain integration with your mobile field engineers An innovative global leader with over 30 years of IWMS experience Consistently recognised by Gartner as a market leader

More information

Case Management. itouch Vision. This document gives an overview of Case management and discusses the different features and functionality.

Case Management. itouch Vision. This document gives an overview of Case management and discusses the different features and functionality. itouch Vision Case Management This document gives an overview of Case management and discusses the different features and functionality. For further information about implementation and pricing please

More information

Sage CRM. Sage CRM v7.1 Cloud. sagecrm.com/trial

Sage CRM. Sage CRM v7.1 Cloud. sagecrm.com/trial Sage CRM Sage CRM v7.1 Cloud sagecrm.com/trial Sage CRM provides your business with a complete view of prospect and customer interactions, enabling effective communication throughout the organisation.

More information

What to Look for When Selecting a Master Data Management Solution

What to Look for When Selecting a Master Data Management Solution What to Look for When Selecting a Master Data Management Solution What to Look for When Selecting a Master Data Management Solution Table of Contents Business Drivers of MDM... 3 Next-Generation MDM...

More information

Service Lifecycle Management Solutions

Service Lifecycle Management Solutions Service Lifecycle Management Solutions Complete Visibility & Control of Your Service Supply Chain The service landscape is shifting. Customer demands continue to increase. It is no longer enough to just

More information

Capita Productivity Hub Combining secure private cloud with familiar Microsoft tools

Capita Productivity Hub Combining secure private cloud with familiar Microsoft tools IT Enterprise Services Capita Productivity Hub Combining secure private cloud with familiar Microsoft tools The freedom and agility which cloud unleashes directly impacts business performance. Cloud productivity

More information

CHANGING YOUR MICROSOFT PARTNER. Abstract

CHANGING YOUR MICROSOFT PARTNER. Abstract CHANGING YOUR MICROSOFT PARTNER Abstract This whitepaper discusses the process involved and answers the most common questions relating to changing your Microsoft business Partner. It also provides information

More information

Contact Center Trends and Future

Contact Center Trends and Future Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated

More information

tips to help you deliver great customer support and keep your customers happy

tips to help you deliver great customer support and keep your customers happy 12 tips to help you deliver great customer support and keep your customers happy Customer support is an essential yet tiring and time consuming aspect of running any business. Today more than ever it's

More information

Professional CRM Support

Professional CRM Support Professional CRM Support Professional CRM Support Maximising the benefit from your CRM investment The CRM Business is proud to work with our clients to deliver great CRM Solutions. We understand that once

More information

Managed Desktop Support Services

Managed Desktop Support Services managed enterprise technologies Managed Desktop Support Services MET Managed Desktop Support Service Most organisations spend lots of time and money trying to manage complex desktop environments and worrying

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

How-to Guide: Top Ways to Improve Contact Center Performance

How-to Guide: Top Ways to Improve Contact Center Performance Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship

More information

SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS

SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS Deliver a great customer experience that sets you apart, improves efficiency and drives profitability with Oracle s Siebel Contact Center and Service applications.

More information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,

More information

IP OffIce SIMPLe, POWeRfUL communications for YOUR ORGANISATION

IP OffIce SIMPLe, POWeRfUL communications for YOUR ORGANISATION IP Office SIMPLE, POWERFUL COMMUNICATIONS FOR YOUR ORGANiSATION IP Office: your communications your device Successful organisations are always looking for new ways to do more with less keeping business

More information

+44 (0) 1189 908 0850 partners@voxclever.net www.voxclever.com

+44 (0) 1189 908 0850 partners@voxclever.net www.voxclever.com ENTERPRISE CLOUD COMMUNICATIONS: AN INTRODUCTORY OVERVIEW +44 (0) 1189 908 0850 partners@voxclever.net www.voxclever.com Table of Contents Why choose us?... 2 How do we help?... 2 Product as a Service...

More information

SMART CRM Desk for Service Sector. Solution for Customer Relationship Mgmt (CRM) in Service Industry

SMART CRM Desk for Service Sector. Solution for Customer Relationship Mgmt (CRM) in Service Industry SMART CRM Desk for Service Sector Solution for Customer Relationship Mgmt (CRM) in Service Industry SMART CRM Desk for Service Sector A unique solution for the aftermarket warranty and service operations,

More information

Grow Your Business with Confidence

Grow Your Business with Confidence Grow Your Business with Confidence Keep Your Business Going and Growing Whether you make widgets, sell services, or move merchandise, you depend on your people, and your people depend on the tools you

More information

The Next Generation of Local Government: Transforming Non-Emergency and 311 Call Center Solutions to a Complete Constituent Experience

The Next Generation of Local Government: Transforming Non-Emergency and 311 Call Center Solutions to a Complete Constituent Experience The Next Generation of Local Government: Transforming Non-Emergency and 311 Call Center Solutions to a Complete Constituent Experience An Oracle White Paper February 2013 The Next Generation of Local Government

More information

COMMON CORPORATE COSTS CAPITAL - INFORMATION TECHNOLOGY

COMMON CORPORATE COSTS CAPITAL - INFORMATION TECHNOLOGY Updated: 0-0-0 EB-0-0 Tab Page of COMMON CORPORATE COSTS CAPITAL - INFORMATION TECHNOLOGY.0 OVERVIEW 0 Information Technology ( IT ) refers to computer systems (hardware, software and applications) that

More information

6 Elements of an Omnichannel Management Strategy

6 Elements of an Omnichannel Management Strategy 6 Elements of an Omnichannel Management Strategy By: Rob McDougall Upstream Works Software New channels of customer communication are exponentially increasing the complexity of managing the customer s

More information

Safe Harbor Statement

Safe Harbor Statement Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment

More information

Is cloud CRM really that great?

Is cloud CRM really that great? Is cloud CRM really that great Cloud CRM is considered the new norm in deploying your CRM for smart, forward thinking businesses, but is it really that good Cloud CRM As cloud has matured, it s reached

More information

HR Helpdesk. itouch Vision. This document gives an overview of itouch Vision s HR Helpdesk and discusses the different features and functionality.

HR Helpdesk. itouch Vision. This document gives an overview of itouch Vision s HR Helpdesk and discusses the different features and functionality. itouch Vision HR Helpdesk This document gives an overview of itouch Vision s HR Helpdesk and discusses the different features and functionality. For further information, about implementation and pricing

More information

Exceed customer expectations

Exceed customer expectations BT and Avaya Exceed customer expectations Customers expect easy access to your services wherever they are, at any time, through any device. Their expectations are high, but organisations need to be careful

More information

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the

More information

On-boarding the Cloud in Your Workforce

On-boarding the Cloud in Your Workforce On-boarding the in Your Workforce oip As in any field, not all providers are equal and some are cashing in on a booming market with little relevant experience. Here s our guide to help you navigate the

More information

Sage 300 ERP 2014 Get more done.

Sage 300 ERP 2014 Get more done. Get more done. Get more done by connecting your business, providing a better customer experience, and increasing revenue. Sage 300 ERP (formerly Sage ERP Accpac) is the foundation for your business to

More information

Support the Era of the App with End-to-End Network and Application Performance Visibility

Support the Era of the App with End-to-End Network and Application Performance Visibility Support the Era of the App with End-to-End Network and Application Performance Visibility Traditional Performance Management Is Not Enough The realities of the modern IT landscape are daunting. Your business-critical

More information

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority

More information

Ubertas Cloud Services: Service Definition

Ubertas Cloud Services: Service Definition Ubertas Cloud Services: Service Definition February 2013 Innovation. Power. Trust. Contents 1. About Ubertas... 2 Our Company... 2 Our Approach to Service Delivery... 2 Our Partner Network & the UK Cloud

More information

Things you should be doing with Salesforce

Things you should be doing with Salesforce Things you should be doing with Salesforce Postcode Anywhere has teamed up with Salesforce experts, Westbrook, to put together top tips on how you can use Salesforce to its full potential. Introduction

More information

Innovating Government Through the Cloud. Kristin D. Russell Director Deloitte Digital

Innovating Government Through the Cloud. Kristin D. Russell Director Deloitte Digital Innovating Government Through the Cloud Kristin D. Russell Director Deloitte Digital What? What is cloud? Characteristics of cloud Dynamic - One of the keys to cloud computing is on-demand provisioning

More information

The New Data Integration Model. The Next Real B2B Integration Opportunity for System Integrators & VARs

The New Data Integration Model. The Next Real B2B Integration Opportunity for System Integrators & VARs The New Data Integration Model The Next Real B2B Integration Opportunity for System Integrators & VARs 2 In this E-book This E-book highlights a new framework called the New Integration Model created to

More information

Five steps to improving the customer service experience

Five steps to improving the customer service experience Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use

More information

Remote Infrastructure Management Emergence of the Cloud-based Helpdesk

Remote Infrastructure Management Emergence of the Cloud-based Helpdesk Remote Infrastructure Management Emergence of the Cloud-based Helpdesk A leadership perspectives white paper Recommended next steps for business and industry executives Issue 11 in a series Executive Summary

More information

are you helping your customers achieve their expectations for IT based service quality and availability?

are you helping your customers achieve their expectations for IT based service quality and availability? PARTNER BRIEF Service Operations Management from CA Technologies are you helping your customers achieve their expectations for IT based service quality and availability? FOR PARTNER USE ONLY DO NOT DISTRIBUTE

More information

LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION

LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION WHAT DO CUSTOMERS WANT FROM CONTACT CENTRES 41 % % % Person who answers the phone handles the whole call 40 To be treated as a valued customer

More information

10 simple rules for buying a helpdesk system

10 simple rules for buying a helpdesk system TechExcel White Paper Follow these ten rules to get your helpdesk started on the right path. Whether you are buying for the first time or just replacing your current system, this whitepaper aims to provide

More information

Sector-leading support and in-depth expert knowledge

Sector-leading support and in-depth expert knowledge servicedesk on demand Comprehensive, expertly-managed support services from Axonex that provide flexible and reliable solutions tailored to meet any of your IT infrastructure requirements or challenges.

More information

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are.

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are. Richmond Systems Richmond Systems is a leading provider of software solutions enabling organisations to implement enterprise wide, best practice, IT Service Management. Richmond SupportDesk is currently

More information

Simplify your business telephony with a hosted voice solution.

Simplify your business telephony with a hosted voice solution. IT Services. Simplify your business telephony with a hosted voice solution. Deliver HD voice, video, and a host of advanced features without the expense of an onsite pbx. itservices.ricoh.com.au We ve

More information

Student Lifecycle Journey

Student Lifecycle Journey Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your

More information

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business.

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business. White Paper: AlfaPeople ITSM 2013 This whitepaper discusses how ITIL 3.0 can benefit your business. Executive Summary Imagine trying to run a manufacturing business without a comprehensive and detailed

More information

BT CLOUD VOICE. CUSTOMER ADMINISTRATOR GUIDE.

BT CLOUD VOICE. CUSTOMER ADMINISTRATOR GUIDE. BT CLOUD VOICE. CUSTOMER ADMINISTRATOR GUIDE. A comprehensive guide to setting up and using the many features of BT Cloud Voice, and how they can help you get the very best out of your business. WHAT S

More information

Whitepaper. Managed Services in the 21 st century

Whitepaper. Managed Services in the 21 st century Whitepaper Managed Services in the 21 st century Managed Services in the 21 st century How to optimise cloud benefits and reduce costs with Hybrid Managed Services One of the great benefits of the cloud

More information

Briefing Paper Top 10 IT cost-saving benefits IT Managers should be getting from ITSM

Briefing Paper Top 10 IT cost-saving benefits IT Managers should be getting from ITSM Briefing Paper Top 10 IT cost-saving benefits IT Managers should be getting from ITSM Configuration not customisation Get the reporting you need Business rules and workflow integration Let customers help

More information

TOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE

TOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE TOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE PROVIDED BY IN ASSOCIATION WITH mplsystems mplsystems provide a wide range of contact centre technologies including

More information

Supply Chains: From Inside-Out to Outside-In

Supply Chains: From Inside-Out to Outside-In Supply Chains: From Inside-Out to Outside-In Table of Contents Big Data and the Supply Chains of the Process Industries The Inter-Enterprise System of Record Inside-Out vs. Outside-In Supply Chain How

More information

Enterprise Grade CRM on Cloud

Enterprise Grade CRM on Cloud www.efffiasoft.com TAKE YOUR BUSINESS TO THE NEXT LEVEL WITH EFFIASOFT S Enterprise Grade CRM on Cloud Customer Relationship Management A comprehensive, easy-to-use, customizable and integrated solution

More information

Housing Client contact

Housing Client contact Case Study: Kirklees Neighbourhood Housing Kirklees Neighbourhood Housing (KNH) provides and manages housing services and is using rostrvm to improve productivity, customer relationships and results. Industry

More information

HP Services Global Service Desk with esupport. Innovative technology and business processes that transform IT support for your employees

HP Services Global Service Desk with esupport. Innovative technology and business processes that transform IT support for your employees HP Services Global Service Desk with esupport Innovative technology and business processes that transform IT support for your employees Positioned in Leaders quadrant in Gartner s 2004 Magic Quadrant for

More information

Types of Cloud Computing The Cloud Computing stack is currently defined by three levels: SaaS, PaaS and IaaS.

Types of Cloud Computing The Cloud Computing stack is currently defined by three levels: SaaS, PaaS and IaaS. Cloud computing is commonly defined as the delivery of computing as a service rather than a product, whereby shared resources, software and information are provided as a utility (like the electricity grid)

More information

WHITEPAPER. End-to-End Monitoring for Call Center Operations: How Intelligent Robots Can Improve the Customer Experience

WHITEPAPER. End-to-End Monitoring for Call Center Operations: How Intelligent Robots Can Improve the Customer Experience End-to-End Monitoring for Call Center Operations: How Intelligent Robots Can Improve the Customer Experience End-to-End Monitoring for Call Center Operations: How Intelligent Robots Can Improve the Customer

More information

[ know me ] A Strategic Approach to Customer Engagement Optimisation

[ know me ] A Strategic Approach to Customer Engagement Optimisation [ know me ] A Strategic Approach to Customer Engagement Optimisation A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

Enterprise Foundation. Optimise scheduling to achieve strategic goals

Enterprise Foundation. Optimise scheduling to achieve strategic goals Enterprise Foundation Optimise scheduling to achieve strategic goals Optimise scheduling and help your institution to achieve its strategic goals by using the Enterprise Foundation timetabling suite. In

More information

KPMG Advisory. Microsoft Dynamics CRM. Advisory, Design & Delivery Services. A KPMG Service for G-Cloud V. April 2014

KPMG Advisory. Microsoft Dynamics CRM. Advisory, Design & Delivery Services. A KPMG Service for G-Cloud V. April 2014 KPMG Advisory Microsoft Dynamics CRM Advisory, Design & Delivery Services A KPMG Service for G-Cloud V April 2014 Table of Contents Service Definition Summary (What s the challenge?)... 3 Service Definition

More information

Mitel MiCloud Office Solution Overview

Mitel MiCloud Office Solution Overview Mitel MiCloud Office Solution Overview Have you ever stood in line for hours anxiously awaiting the latest new mobile phone technology? Today s powerful devices are so much more than just simple voice

More information

WHAT S NEW IN MICROSOFT DYNAMICS CRM 2016?

WHAT S NEW IN MICROSOFT DYNAMICS CRM 2016? WHAT S NEW IN MICROSOFT DYNAMICS CRM 2016? Microsoft continues to make good on its commitment to twice yearly updates with the most recent releases of Microsoft Dynamics CRM 2016 (in the last quarter of

More information