True Stories of Customer Service ROI: The real-world benefits of Zendesk
|
|
- June Walton
- 5 years ago
- Views:
Transcription
1 True Stories of Customer Service ROI: The real-world benefits of Zendesk
2 Introduction Any manager whose business thrives when customers are happy immediately understands the value of excellent customer service. The connection between customer satisfaction and future revenue is well established. The business challenge lies in providing exceptional customer service while at the same time maintaining cost-effective operations. The system used to support customer service has a significant impact on both business outcomes and costs. Based on in-depth interviews with Zendesk customers, this paper investigates the value that customers have received from their investments in Zendesk, a cloud application for better customer service. These customers reported significant, measurable operational savings from their use of Zendesk, in addition to gaining a wide range of qualitative business benefits. Frequently reported areas of quantifiable value include: Increased agent productivity Decreased ticket volume Avoided costs for in-house deployment This paper also considers other key benefits experienced by Zendesk users including increased visibility, accountability, better customer service, and flexibility. Quantifying the ROI of Zendesk Many customer service organizations that want to invest in their systems must build a business case to justify the cost. Typically that business case must include detailed financial impacts. The goal of this paper is to identify the most straightforward monetary impact of Zendesk in order to support business case development. It should be mentioned that monetary savings are not the first thing that customers talk about when they discuss the value they receive from Zendesk. It can be hard to put a clear dollar value on the most important benefits: increased customer satisfaction, management visibility, data that informs better business decisions, happier agents, and so on. Quantify the ROI of Zendesk? That would be the same as the ROI for oxygen. Our customer service team, and our business, can t live without it. That said, it is very easy to make a numbers-based case for Zendesk by focusing on the easily calculated metrics of agent productivity, service ticket volumes, and total solution costs. 1. The ROI of Increased Agent Productivity Headcount is the biggest cost for customer service organizations. While the companies in this study understood the need to deliver excellent customer service, there was not an unlimited pile of money to hire their way to excellence. Managing headcount costs while maintaining the highest standard for customer service is a key driver for the Zendesk investment. As one participant said, We can t just continue to hire and hire to help our customers. Zendesk provided clear ways to improve our processes and be more efficient without sacrificing excellent service. Zendesk customers report their biggest and most immediate cost savings from simply making it easier for an agent to answer a ticket. Although Zendesk has several features that increase productivity, two features came up consistently as particularly impactful when customers discussed the system s ROI. First, customers realized tremendous savings from using the built-in workflows with automated actions. Reducing the number of steps to resolve a customer inquiry allowed the same number of agents to handle many more tickets. This feature was particularly appreciated by customers who had experience with other customer service solutions before purchasing Zendesk. Other products require an agent to jump through many unnecessary and time-consuming steps: go to a queue, click an item, read some details, click again to assign it, click to save the assignment, then to go their own ticket list, click again, open another page to type a response, and so on and so on. True Stories of Customer Service ROI 2
3 The Zendesk interface was thoughtfully designed to enable the same response in only a few steps. Customers frequently reported that they went from 8 12 steps to resolve a typical service request in a prior product to only 2 3 steps in Zendesk. It took eight minutes to log a ticket in the old system; with Zendesk it takes two minutes to do the same thing. It s a massive benefit in terms of time and efficiency. The second Zendesk capability mentioned frequently in ROI discussions was the ability to easily create a ticket from any channel of inquiry website, phone, , chat, or even social media. This capability streamlined responses to customers who communicate with multiple methods, as well as reducing the need to manually log inquiries. Before Zendesk, customers could call or send s to any of 24 different departments. We discovered more than one instance when we had 10 different responses to the same inquiry! Now Zendesk creates one ticket owned by one agent. All our service channels automatically feed into Zendesk. You can tie calls in and generate tickets. This is so much better than manually logging calls, which is just not fun for anybody. The ways in which Zendesk delivered dramatic increases in agent productivity was clear to customers, and this clarity enabled a straightforward calculation of financial impacts. Actual productivity gains depended heavily on what was being done before. In cases where Zendesk was the first system, productivity typically increased by 50 70%. When Zendesk replaced another system, typically productivity gains were reported at 30 35%. We had a solid 35% increase in the number of cases we could handle with the same team, just by cutting the manual clicking and typing. Our business has grown so much during the last six months that without Zendesk we would have needed to hire 3 or 4 more people in addition to the 12 we have on the team now. We ve been able to keep headcount flat. Before Zendesk, we were averaging six contacts per hour per agent. Now we re at eight. I want to be clear that we re not trading off speed for quality. Our single-contact resolution has actually increased at the same time. PROJECT METHODOLOGY Zendesk commissioned Dimensional Research to interview active customers in order to obtain in-depth feedback on the actual value received. Dimensional Research conducted telephone interviews with Zendesk customers, and this report is a summary of those conversations. Zendesk secured the participation of customers for the interviews, then passed their contact information to Dimensional Research. Zendesk did not participate in the interviews. All content in this report was taken from interview transcripts, although some quotes have been edited for grammar and readability. Participants were not compensated for participating in this research project, although as a token of appreciation for their time, a donation was made to a charity of their choice. To encourage honest and unfiltered feedback, participants were ensured anonymity. PARTICIPANT PROFILE The participants are all responsible for managing customer services teams and actively use Zendesk as their main customer support solution. The end customers supported by these teams included consumers, businesses, and internal employees. The customers worked in a wide range of industries including retail, real estate, education, software, hospitality, non-profit and more. This global study included participants from the United States, Europe, and Australia. 3 True Stories of Customer Service ROI
4 To assign a dollar value to these productivity gains, Zendesk customers used a simple calculation: productivity gains multiplied by headcount costs. For example, without Zendesk one participant would have needed to hire more than four agents to handle increased business. With Zendesk, he was able to stay at his existing count of 12 agents. His calculated savings just from agent productivity was the fully loaded cost of four additional agents, which for his business would have been around $200,000. # of agents without Zendesk 16 # of agents with Zendesk 12 Headcount hiring avoided 4 Fully loaded agent annual cost $50,000 Annual agent productivity savings $200,000 Another participant applied a % improvement in productivity calculation to quantify savings. With Zendesk, each agent could handle 33% more tickets per hour. When multiplied by the total headcount costs, the annual agent productivity gain from Zendesk has a value of over $350,000. Annual headcount costs $1,100,000 % productivity gains with Zendesk 33% Annual agent productivity savings $366, The ROI of Decreased Tickets All customers in this study felt they could justify their investments in Zendesk based only on agent productivity gains. However, another important and easily measurable area of savings is proactively preventing tickets, called ticket deflection. These savings are enabled by two key Zendesk Help Center capabilities: A self-service knowledge base Customer feedback and recommendations Using Zendesk, you can really pinpoint things you shouldn t have your people dealing with anymore. For most companies, their first efforts at self-service and ticket deflection create an initial impact of a 5 25% ticket reduction, then ongoing, smaller reductions as they continued to address their biggest issues. Zendesk powers our external support page. Implementing the support page with the knowledge base, we immediately saw a 7 10% reduction in incoming contacts. Now we have an ongoing philosophy of finding new ways to reduce tickets and streamline workflows. You re never done with this process, and we re always getting better. However, savings in this area varied widely depending on the business. Gains from ticket deflection could be significantly higher, as seen by one Zendesk customer, a software company that had just released a new product. They used Zendesk to gather customer feedback and recommendations that led to new knowledge base articles and even product changes that ultimately reduced tickets by 70%. We didn t have much in place to handle issues proactively and the ticket load was getting out of control. It was getting to the place where we couldn t do anything but customer support. So we used Zendesk s recommendations for topic suggestions and 70% of tickets dropped almost overnight. The remaining requests were the real issues we wanted to spend time on. To calculate the savings from decreased tickets or ticket deflection, customers used this simple calculation: Cost per ticket times # of tickets prevented For service departments that serve consumers, the cost per ticket was frequently lower, but the volume of tickets that could be prevented with Zendesk was very high. Cost per ticket (B2C) $9 # of tickets prevented (B2C) 50,000 Savings from ticket prevention (B2C) $450,000 True Stories of Customer Service ROI 4
5 For customer service departments in B2B companies, the number of tickets to be deflected was lower, but the cost per ticket was often much higher, resulting in similar savings. Cost per ticket (B2B) $35 # of tickets prevented (B2B) 5,000 Savings from ticket prevention (B2B) $175, Cost Avoidance for Implementation and Maintenance On their own, the metrics for productivity gains and ticket deflection more than justified the Zendesk investment for all participants. However, one other savings metric was also important when comparing Zendesk to other solutions: the cost of purchasing, implementing, and maintaining in-house systems. Customers mentioned a few areas where Zendesk offered lower total cost of ownership than alternative solutions including: Very low implementation costs No cost of ongoing IT maintenance Savings from use of existing integrations Participants who had experience with other customer service solutions were quick to emphasize that Zendesk had the lowest implementation costs of any solution they had reviewed. Several participants were able to do the entire implementation with in-house resources, and those who did pay for consultants described several days of time with Zendesk, compared to weeks or months with other solutions they considered. It took just over a day to set up Zendesk for our environment. There was no additional cost except a bit of time, and you don t have to be a technical person to set it up. We had a consultant in for two days and we were ready to go. So much easier than our last experience, when we spent over $20,000 and it took three months to get the system up and running. These lower costs continued past the initial implementation through the full ownership cycle for the product. Anytime new functionality was required, each new Zendesk capability was considered very inexpensive to implement. With our prior product, I had to work with the admin plus a programmer to do something as basic as getting a better report to view the types and timing of tickets coming so I could build out our scheduling. And even then it would take two months to get it done. I was able to do the same thing with Zendesk in four minutes. Integration with other products was another area where customers avoided significant costs by using Zendesk. As a rule of thumb, participants budgeted at least $5,000 for each integration they wanted to use. With Zendesk, these integrations were already written and freely available. We recently got the Salesforce integration from the apps forum. It took us 30 minutes to be integrated. Integrations are a big part of the value. Zendesk has an enormous library of prewritten integrations that just plug in. Every integration we ve tried has been up and running in just a few hours at the most, and we haven t spent a single dollar on consultants to do integrations. When considering ROI, several participants compared Zendesk to an existing on-premises solution. Part of the ROI calculation was the ability to eliminate current costs of hardware, software, and labor for the servers that hosted their customer service solution. Because Zendesk is a SaaS-based product, you don t have to worry about simply keeping the lights on. Take administration costs out of your proposal and zero out the line items for professional services and consulting. 5 True Stories of Customer Service ROI
6 The calculation comparing the cost of Zendesk to an on-premises solution typically looked something like this: Zendesk On-premises Consultants - implementation $2,000 $30,000 Servers $0 $15,000 Year 1 Total $2,000 $45,000 Year 1 Zendesk Savings $43,000 Consultants - annual ongoing $0 $5,000 Annual system maintenance $0 $5,000 Ongoing Annual Total $0 $10,000 Ongoing Annual Zendesk Savings $10,000 Total Zendesk Savings Year 1: $43,000; then $10,000/year If the comparison of Zendesk was to a different hosted solution, the calculation would look like this: Zendesk Other hosted Consultants - implementation $2,000 $30,000 Consultants - annual ongoing $0 $5,000 Total $2,000 $35,000 Zendesk savings Year 1: $28,000; then $5,000/year Bonus: The Non-Quantifiable Benefits of Zendesk Participants reported they were easily able to demonstrate a substantial return on their Zendesk investment with just a few key metrics. However, participants were consistently unwilling to limit the ROI discussion to a conversation just about the numbers. While our original line of questioning focused very specifically on hard ROI, the customers in this study went out of their way to emphasize the softer, qualitative benefits of using Zendesk including: Increased visibility Accountability Better customer service and increased revenues Flexibility Increased visibility Customers were very enthusiastic about the operational visibility that Zendesk reports offer in several key areas. Customers frequently mentioned the ability to make better decisions as a result of better information. Before Zendesk I didn t have data. Now I have data. I make better decisions. I know how many tickets employees can handle. I know who is most efficient and which of my people are better. I have the knowledge to assign the right people. True Stories of Customer Service ROI 6
7 I use Zendesk data to be a much better manager. I look at how productive everyone is on a daily and weekly basis and if a person is a rock star. I do incentive schemes and measure agents on both the quantity and quality of their results. Accountability Visibility also leads to accountability. Having clear ownership of issues, along with documentation of what has been done, leads to better customer service. Participants emphasized that the accountability enabled by Zendesk helped the reputation of the service organization since they could also demonstrate their accountability. Simple things like having a fact-based conversation. If a VP calls and asks us about a customer, we can say we did these three things on these dates and had this reply. We get right down to business issues now instead of arguing about who did what and when. Our customers are very happy with Zendesk. Before we implemented it, customers felt that submitting a ticket was just a black hole. Now they can submit issues easily and track what is going on with them. In the past, we had problems with the perception of the team. Zendesk has changed those perceptions. That alone justifies the subscription fee in my book. Better customer service and increased revenues The customers in our study cared deeply about their customers experience and genuinely believed that their teams did a better job with Zendesk. Problems don t get lost, the teams can be more proactive, and results can be measured. Zendesk gives us instant insight into what is going on. We don t have jobs sitting in a queue or staff that doesn t know where stuff is anymore. One of the features I appreciate most in Zendesk is seeing immediately the problems that haven t been resolved. We can be proactive and escalate ourselves, which is a much better conversation to have with a customer. No participant in the study was able to say quantifiably that business growth was the direct result of this better customer service, but they all instinctively knew that it played an important part. We re growing faster and doing better customer service. I can t measure the impact, since we re doing other things as well to drive business. But the entire business is confident that excellent customer service gives us an edge. We have $14 million more in revenue since adopting Zendesk. Marketing has done some things too of course, but we know we have had an impact. I can t tell you the exact impact using Zendesk has had on revenue, but we do know our customer satisfaction ratings have gone way up, and we know better customer satisfaction means more business. Flexibility Having a hosted customer service solution allowed customers to consider supporting new and flexible employee arrangements, for example, working from 7 True Stories of Customer Service ROI
8 home. These conversations came up as businesses evolved or needed to handle emergencies. After Hurricane Sandy hit the East Coast, we had a lot of agents who couldn t get to the office. We got through it because they could use Zendesk from home. As our business grew and we extended our support hours, I didn t want someone leaving the office by themselves at 2:00 a.m. Zendesk lets our late shift work in the safety of their homes, which makes them and me feel better. Conclusion The participants in this study consistently reported that Zendesk s solutions deliver real and substantial benefits, although approaches to evaluating ROI varied depending on the specific business needs of each company. Specifically, Zendesk customers saw clear, hard ROI in the following areas: Higher productivity levels for agents resulting from the Zendesk built-in workflows, automated actions, and streamlined user interface Fewer tickets due to implementing self-service capabilities, identifying additional topics for the knowledge base, and product improvements based on customer feedback Lower ownership costs from Zendesk s simpler implementation, integration, and maintenance In addition, participants saw many benefits that were harder to quantify including: Increased visibility into customer service operations Accountability for service issue ownership Better customer service through measurable service activity Flexibility for telework and disaster recovery There is no way not to justify a solution that lets you be on top of your customer service game. True Stories of Customer Service ROI 8
9 Example of Zendesk ROI B2C Zendesk Savings # of customer service agents 12 Fully loaded annual cost of service agent $62,000 Productivity savings from using Zendesk 30% SAVING: Annual agent productivity savings $223,200 Number of tickets annually 32,000 Cost per ticket $10 Ticket reduction using Zendesk 10% SAVING: Annual ticket deflection savings $32,000 Zendesk Cost of Ownership Zendesk Enterprise annual license costs $18,000 Services required for configuration and training $2,000 Additional support costs, additional module costs, hardware costs, maintenance costs $0 Total Total Net 3-Year Investment Savings Savings ROI Zendesk 3-year ROI $56,000 $765,600 $709, % Example of Zendesk ROI B2B Zendesk Savings # of customer service agents 5 Fully loaded annual cost of service agent $120,000 Productivity savings from using Zendesk 20% SAVING: Annual agent productivity savings $120,000 About Dimensional Research Dimensional Research provides practical market research services that help technology companies make smarter business decisions. Our researchers are experts in technology and understand how corporate IT organizations operate. We partner with every client to deliver actionable information that reduces risk and increases customer satisfaction. Our research services deliver a clear understanding of customer and market dynamics. For more information visit About Zendesk This paper was commissioned by Zendesk, the leading provider of cloud-based customer service software. For growing organizations, Zendesk is the fastest way to enable great customer service. More than 30,000 Zendesk customers, including Gilt Groupe, Box, and Disney, trust Zendesk with their most valuable assets: their customers, partners, and employees. Learn more at Number of tickets annually 10,000 Cost per ticket $120 Ticket reduction using Zendesk 20% SAVING: Annual ticket deflection savings $240,000 Zendesk Cost of Ownership Zendesk Enterprise annual license costs $7,500 Services required for configuration and training $3,000 Additional support costs, additional module costs, hardware costs, maintenance costs $0 Total Total Net 3-Year Investment Savings Savings ROI Zendesk 3-year ROI $25,500 $1,080,000 $1,054, % 2013, Dimensional Research. All rights reserved.
VMware vcenter Log Insight Delivers Immediate Value to IT Operations. The Value of VMware vcenter Log Insight : The Customer Perspective
VMware vcenter Log Insight Delivers Immediate Value to IT Operations VMware vcenter Log Insight VMware vcenter Log Insight delivers a powerful real-time log management for VMware environments, with machine
The Proven ROI of Development Testing: An in-depth analysis of Coverity customer experiences
The Proven ROI of Development Testing: An in-depth analysis of Coverity customer experiences Introduction Any development organization that is serious about software quality immediately sees the benefits
Uncovering the Business Value of IT Service Management. Five Ways HP Service Manager Can Make You a Hero
Uncovering the Business Value of IT Service Management Five Ways HP Service Manager Can Make You a Hero Introduction Today, IT departments are facing more demands than ever before. The world of IT is changing
RESEARCH NOTE NETSUITE S IMPACT ON SOFTWARE COMPANY PERFORMANCE
Document K51 RESEARCH NOTE NETSUITE S IMPACT ON SOFTWARE COMPANY PERFORMANCE THE BOTTOM LINE Many software companies invest in NetSuite to help them grow their business while managing IT and administrative
The 5-Minute Guide to Customer Support
Tame the Email Monster Moving Customer Support from Email to a Help Desk to Boost Efficiency July 2011 Table of Contents Executive Summary... 3 The Global Inbox... 4 Does Email Scale As Your Business Grows?...
ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS
RESEARCH NOTE February 2015 ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS THE BOTTOM LINE Organizations are increasingly challenged to deliver higher quality, more consistent
CONTENTS P.2 P.3 P.4 P.5 PROTECT YOUR IT ASSETS INTEGRATING A BEST OF BREED SUPPORT SOLUTION WITH PATCH AND ASSET MANAGEMENT
PROTECT YOUR IT ASSETS INTEGRATING A BEST OF BREED SUPPORT SOLUTION WITH PATCH AND ASSET MANAGEMENT CONTENTS P.2 P.3 P.4 P.5 EXECUTIVE SUMMARY INTRODUCTION WHY INTEGRATE HELP DESK WITH PATCH AND ASSET
Realizing the Benefits of SaaS-Based Service Management in the Enterprise: Best Practices and Lessons Learned in Real-Life Implementations
Realizing the Benefits of SaaS-Based Service Management in the Enterprise: Best Practices and Lessons Learned in Real-Life Implementations Introduction The benefits offered by Software as a Service (SaaS)-based
THE ZENDESK BENCHMARK
THE ZENDESK BENCHMARK Your Prescription for Optimizing Customer Service Table of Contents Intro Introducing the Zendesk Benchmark What matters most: the key metrics Zendesk Benchmark: the global results
CASE STUDY SOFTWARE. Zendesk s Cloud-Based Customer Ser vice Platform Lives in RagingWire s Mission Critical Data Centers
CASE STUDY SOFTWARE Zendesk s Cloud-Based Customer Ser vice Platform Lives in RagingWire s Mission Critical Data Centers We needed a facility that offered solid systems around power, environment, and security,
Reducing Customer Churn
Reducing Customer Churn A Love Story smarter customer contact Breaking up is hard to do The old adage that it s cheaper (and better) to hold onto an existing customer than to acquire a new one isn t just
IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER SELF-SERVICE
IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER WHAT IS UNIFIED OMNICHANNEL CUSTOMER? OUR STORY As veterans of the software and customer service industries, we shared the same pains as
Achieve Service Excellence with VivaDesk
Achieve Service Excellence with VivaDesk Organise and automate your customer service, help desk or service desk operations. vivantio.com Introducing VivaDesk VivaDesk is a service management software application
TEN. The TOP. IT Support Best Practices. AMA Networks presents the. www.a m a ne t w ork s. c om
AMA Networks presents the The TOP TEN IT Support Best Practices AMA Networks, based in San Diego, has been helping small and medium sized businesses to manage their IT since 2008. The goal of our Managed
HOW A CRM HELPS YOUR BUSINESS GROW
Book 1 of 4 HOW A CRM HELPS YOUR BUSINESS GROW PART OF THE CRM SUCCESS SERIES Introduction BEYOND THE HANDSHAKE You ve likely heard the saying, Business begins with a handshake It sounds so simple. But
Best Practices for Service Management
Best Practices for Service Management 5 Ways to Increase Client Satisfaction and Profits Introduction The successful Information Technology (IT) services business depends on satisfying customer needs.
ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS
ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS Maximizer CRM is a completely integrated sales, marketing and customer service and support management solution that enables you to attract prospects,
Workforce Management in the Cloud. White Paper. Case Studies Reveal Benefits of Cloud Deployment. Sponsored by
Workforce Management in the Cloud Case Studies Reveal Benefits of Cloud Deployment White Paper Sponsored by Table of Contents The Rationale for Cloud Computing 3 Adoption in the Enterprise 4 Human Capital
How to make your business more flexible & cost effective? Remote Management & Monitoring Solutions for IT Providers
How to make your business more flexible & cost effective? Remote Management & Monitoring Solutions for IT Providers contents 01 Current situation of the IT Channel 02 Market Trends 03 What would be the
How To Create A Call Center With Talkdesk
Sign Up Buy Numbers Add Agents How to Create a Call Center in 5 Minutes with Talkdesk Configure Routing Make Calls How to Create a Call Center in 5 Minutes with Talkdesk Table of Contents Introduction
How To Use A Cloud Based Crom Live Solution
Overview & Highlights- Maximizer CRM Live In today s world, businesses need a tool that helps flourish client relationships. Maximizer CRM Live is that tool for our firm. Maximizer CRM Live saves money,
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
Do slow applications affect call centre performance?
Do slow applications affect call centre performance? A white paper examining the impact of slow applications on call centre quality and productivity Summary To be successful in today s competitive markets
ATS. The. The Staffing Agency s Guide to Buying an Applicant Tracking System
ATS The Advantage: The Staffing Agency s Guide to Buying an Applicant Tracking System 87 % of North American recruiting professionals agree that using ATS/CRM technology is important to the success of
Attract Prospects, Win New Customers, Increase Repeat Business. Sales Marketing Customer Service & Support
In today s customer-led economy, sustaining your company s growth stems from: Empowering staff to manage, distribute and access the sales, marketing and service information that makes business move forward.
Primary Care Group Boosts Profitability and Productivity with Integrated Solution
CASE STUDY Primary Care Group Boosts Profitability and Productivity with Integrated Solution When Chase Dabney became Chief Technology Officer of Atrinea Health in 2013, the group had recently gone through
Antenna s AMPower Sales to Mobilize Oracle s Siebel CRM On Demand Solution
Real-Time Business Metrics and Customer Data on BlackBerry Handheld Devices Sparks Productivity and Efficiency of Sales Managers Case Study: DIRECTV Installs Antenna s AMPower Sales to Mobilize Oracle
Unwired Revolution Gains Full Visibility into Enterprise Environments with Server Side and Mobile App Monitoring from New Relic.
At a Glance INDUSTRY Professional services LOCATION Phoenix, Arizona USE CASE Monitor performance of mobile apps designed for enterprise clients WHY NEW RELIC No firewall exceptions or additional servers
Research Study: Cloud-Based Business Solutions Suite Delivers Key Performance Improvements to Services-Based Businesses
Research Study: Cloud-Based Business Solutions Suite Delivers Key Performance Improvements to Services-Based Businesses SL Associates Executive Summary 2 Project-Based Metrics are Critical for Services-Based
5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS
TIP SHEET 5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS Social media participation has become a must for businesses today. A survey by CMO in February 2012 revealed that marketers expect to spend almost
WHITE PAPER How to Use a Ticket Systemto Efficiently Manage CustomerService Issues and Improve Customer Satisfaction Lorem Ipsum Dolor Sit Amet Etra
WHITE PAPER How to Use a Ticket Systemto Efficiently Manage CustomerService Issues and Improve Customer Satisfaction Lorem Ipsum Dolor Sit Amet Etra Notros: Lorem Ipsum Dolor Sit Amet Et Alla Notros Introduction
Sage ERP The top five reasons to deploy your ERP Solution in the cloud
Sage ERP The top five reasons to deploy your ERP Solution in the cloud 1 Table of contents Executive summary 3 Are you outgrowing your business solution? 3 SMBs want ERP 3 Budget and IT resource constraints
BUSINESS IMPACT OF POOR WEB PERFORMANCE
WHITE PAPER: WEB PERFORMANCE TESTING Everyone wants more traffic to their web site, right? More web traffic surely means more revenue, more conversions and reduced costs. But what happens if your web site
FREE REPORT: Answers To The Top 5 Questions Business Owners Have About Cloud Computing
FREE REPORT: Answers To The Top 5 Questions Business Owners Have About Cloud Computing Discover What Most IT Consultants Don t Know Or Won t Tell You About Moving Your Company s Network To The Cloud By
RESEARCH NOTE NETSUITE S IMPACT ON E-COMMERCE COMPANIES
Document L17 RESEARCH NOTE NETSUITE S IMPACT ON E-COMMERCE COMPANIES THE BOTTOM LINE Nucleus Research analyzed the activities of online retailers using NetSuite to assess the impact of the software on
ZCorum s Ask a Broadband Expert Series:
s Ask a Broadband Expert Series: The Advantages of Network Virtualization An Interview with Peter Olivia, Director of Systems Engineering ZCorum 1.800.909.9441 4501 North Point Parkway, Suite 125 Alpharetta,
10 steps to the Cloud for SMBs Introduction to Cloud computing. www.fasthosts.co.uk. Ask the Experts. Making Business Work Better Online
10 steps to the Cloud for SMBs Introduction to Cloud computing This paper is designed to explain, in plain English, the real reasons behind how your business can benefit from Cloud computing, and help
The Zendesk Benchmark Q2 2013
The Zendesk Benchmark Q IN FOCUS: CUSTOMER SELF-SERVICE zendesk.com The Zendesk Benchmark Q/ Table of Contents Global Customer Satisfaction Summary Page Background on Zendesk Benckmark Customer Satisfaction
Improving Employee Satisfaction in Healthcare through Effective Employee Performance Management
Improving Employee Satisfaction in Healthcare through Effective Employee Performance Management Introduction The following quotes are comments made by HR professionals from U.S. healthcare providers who
CASE STUDY. MatrixOneSource Provides High-Touch Customer Service Using 8x8 Integrated Solutions. MatrixOneSource, business process outsourcing
MatrixOneSource Provides High-Touch Customer Service Using 8x8 Integrated Solutions MatrixOneSource, business process outsourcing 8x8 s Integrated Unified Communications and Contact Center Enable BPO Service
WHITE PAPER Linux Management with Red Hat Network Satellite Server: Measuring Business Impact and ROI
WHITE PAPER Linux Management with Red Hat Network Satellite Server: Measuring Business Impact and ROI Sponsored by: Red Hat Tim Grieser Randy Perry October 2009 Eric Hatcher Global Headquarters: 5 Speen
5 Tips For Setting Measurable. Social Media Goals. 5 Tips for Measurable social media goals
5 Tips For Setting Measurable Social Media Goals 1 introduction Five practical tips for setting measurable social media goals Social media participation has become a must for businesses today. A survey
SAP Digital CRM. Getting Started Guide. All-in-one customer engagement built for teams. Run Simple
SAP Digital CRM Getting Started Guide All-in-one customer engagement built for teams Run Simple 3 Powerful Tools at Your Fingertips 4 Get Started Now Log on Choose your features Explore your home page
Getting it Right: Seven Steps to Right Channeling Customer Interactions
Getting it Right: Seven Steps to Right Channeling Customer Interactions A Joint Whitepaper from IntelliResponse and Oracle In seven simple steps, ebusiness, Customer Experience and Contact Center professionals
Overview & Highlights
Overview & Highlights Empower staff with the tools to leverage sales, marketing and customer service information and build long-term customer relationships, win more deals, and accelerate your business
WHITE PAPER BUILDING A BUSINESS CASE FOR PAPERLESS TREASURY SOLUTIONS
WHITE PAPER BUILDING A BUSINESS CASE FOR PAPERLESS TREASURY SOLUTIONS 2014 WAUSAU FINANCIAL SYSTEMS, INC. All Rights Reserved. All other copyrights cited herein are the property of their respective owners.
5 Reasons Why GoToAssist Remote Support and Service Desk Go Better Together
5 Reasons Why GoToAssist Remote Support and Service Desk Go Better Together Improve your customer support experience with the integrated GoToAssist toolset. GoToAssist Remote Support makes it easy to help
The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution
BEST PRACTICES WHITE PAPER The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution Nine Things to Look For in Your Next SaaS Service Desk Table of Contents Introduction...................................................
Elevate the Consumer Experience: Creating a Win-win for Both IT and its Consumers
Elevate the Consumer Experience: Creating a Win-win for Both IT and its Consumers Introduction in Action Why the Need to Improve the Consumer Experience for IT Services? The consumerization of IT has heightened
Smarter Service: The Contact Center of the Future
Smarter Service: The Contact Center of the Future Contents 2 The Contact Center of the Future 4 Out with the Old 6 In with the New 8 The Lowest TCO with Cloud-Based Contact Center Solutions 10 Oracle RightNow
5 Common MYTHS about Applicant Tracking Software
5 Common MYTHS about Applicant Tracking Software Copyright 2013 North Star Human Resources Inc. All rights reserved. This material is not to be copied or reproduced in whole or part without the written
How To Calculate The Roi Of Application Performance Management
An AppDynamics Business White Paper The ROI of application performance management A LOOK AT THREE ROI CASE STUDIES Anyone familiar with the world of application performance management (APM) will have heard
CUSTOMER SUCCESS. UberGlobal Enhancing Support and Sales with Personalized Engagement
CUSTOMER SUCCESS UberGlobal Enhancing Support and Sales with Personalized Engagement 2014 Overview UberGlobal is Australia s third largest cloud services provider by market share. Founded in 2002 by 14
The business owner s guide for replacing accounting software
The business owner s guide for replacing accounting software Replacing your accounting software is easier and more affordable than you may think. Use this guide to learn about the benefits of a modern
Virginia Farm Bureau Reduces Compliance Costs by 50 Percent with CA Cloud Service Management
CUSTOMER SUCCESS STORY October 2012 Virginia Farm Bureau Reduces Compliance Costs by 50 Percent with CA Cloud Service Management CLIENT PROFILE Industry: Agriculture Company: Virginia Farm Bureau BUSINESS
7 Deadly Sins of the DIY Cloud
7 Deadly Sins of the DIY Cloud Uncovering the Hidden Impact of Custom App Development in the Cloud The Do-It-Yourself Cloud Revolution Cloud computing has brought a revolution to application development.
SOLUTION WHITE PAPER. 6 Advantages of a Cloud-Based IT Service Desk By Jeff Moloughney, Principal Solution Marketing Manager, BMC Software
SOLUTION WHITE PAPER 6 Advantages of a Cloud-Based IT Service Desk By Jeff Moloughney, Principal Solution Marketing Manager, BMC Software INTRODUCTION More than ever, information technology has become
Evaluating On-Demand APM
Evaluating On-Demand APM A Cost-Benefit Analysis February, 2011 Executive Summary As web applications have grown increasingly vital to building a healthy business and achieving competitive advantages,
SALESFORCE SERVICE CLOUD FLEXERA SOFTWARE
ROI CASE STUDY August 2014 SALESFORCE SERVICE CLOUD FLEXERA SOFTWARE THE BOTTOM LINE Flexera Software deployed Salesforce Service Cloud to streamline and consolidate its customer service and support processes
Introduction. Success Tips for GRC Projects
Info Security & Compliance Project Success Tips from Veteran Security Execs What Technology Vendors Don t Tell You and Project Pitfalls to Avoid W I S E G AT E C O M M U N I T Y V I E W P O I N T S 300
I used to spend 75 80% of my time doing what ITCOMPLETE does now.
Investment Management firm finds relief for single IT resource with automated IT management software A case study on NCM Capital Management and UNAPEN s managed IT services offering, ITCOMPLETE Professional
FIVE WAYS TO MAKE YOUR SUPPLY CHAIN MORE DYNAMIC
SUPPLY CHAIN WHITE PAPER FIVE WAYS TO MAKE YOUR SUPPLY CHAIN MORE DYNAMIC Keeping tabs on your company s supply chain is no small task when you ve got hundreds, if not thousands, of bits of data whirling
CRM for Customer Service and Support
OV E RV I E W CRM for Customer Service and Support MAXIMIZER CRM Published By Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through
WHITE PAPER Using SAP Solution Manager to Improve IT Staff Efficiency While Reducing IT Costs and Improving Availability
WHITE PAPER Using SAP Solution Manager to Improve IT Staff Efficiency While Reducing IT Costs and Improving Availability Sponsored by: SAP Elaina Stergiades November 2009 Eric Hatcher EXECUTIVE SUMMARY
How To Choose A Search Engine Marketing (SEM) Agency
How To Choose A Search Engine Marketing (SEM) Agency Introduction During the last four years, in both good and bad economies, Search Engine Marketing (SEM) has continued to grow. According to MarketingSherpa
Hybrid: The Next Generation Cloud Interviews Among CIOs of the Fortune 1000 and Inc. 5000
Hybrid: The Next Generation Cloud Interviews Among CIOs of the Fortune 1000 and Inc. 5000 IT Solutions Survey Wakefield Research 2 EXECUTIVE SUMMARY: Hybrid The Next Generation Cloud M ost Chief Information
New Relic Runs On Insights
New Relic Runs On Insights Six Innovative Ways New Relic Uses New Relic Insights to Improve its Business Table of Contents Overview: 6 Ways New Relic Relies on New Relic Insights 03 New Relic Marketers
IT Operations Management. Intelligent. Integrated. Innovative.
IT Operations Management Intelligent. Integrated. Innovative. Who We Are We are Symphony SUMMIT. We offer intelligent, integrated, and innovative solutions for managing IT operations. Our mantra is to
YOUR COMPLETE CRM HANDBOOK EVERYTHING YOU NEED TO KNOW TO GET STARTED WITH CRM
YOUR COMPLETE CRM HANDBOOK EVERYTHING YOU NEED TO KNOW TO GET STARTED WITH CRM Introduction WHAT IS CRM? CRM is much more than a buzzy acronym that s been tossed around the business and sales world for
IT Governance In The Cloud: Building A Solution Using Salesforce.com
WHITE PAPER IT Governance In The Cloud: Building A Solution Using Salesforce.com By Jason Atwood and Justin Edelstein Co-Founders, Arkus, Inc. Cloud computing has the potential to create a new paradigm
GLOBAL INCIDENT & AUDIT MANAGEMENT SOFTWARE
GLOBAL INCIDENT & AUDIT MANAGEMENT SOFTWARE LOSS PREVENTION What would you do with $31 billion? THAT S HOW MUCH MONEY IS LOST TO THEFT, ACCOUNTING ERRORS, VENDOR FRAUD AND ORGANIZED CRIME (ORC) LP Software
GUIDEBOOK MICROSOFT DYNAMICS GP
GUIDEBOOK MICROSOFT DYNAMICS GP Corporate Headquarters Nucleus Research Inc. 100 State Street Boston, MA 02109 Phone: +1 617.720.2000 Nucleus Research Inc. THE BOTTOM LINE Microsoft Dynamics GP helps organizations
setup and provide drill-down capabilities to view further details on metrics and dynamic updates for a real-time view of your business conditions.
Workflow Automation Build a competitive advantage with automated processes and increased business visibility While the competition struggles with manual processes, queries and reports on customer interactions,
How to navigate the world of managed services and outsourcing
- How to navigate the world of managed services and outsourcing A publication of : Introduction 3-5 The State of the Cloud 6-10 Navigating the In-between 11-17 The Managed Services Edge 18-23 Getting your
Sage CRM I White Paper. Enhance Your Business Relationships With Sage CRM
I White Paper Enhance Your Business Relationships With Accelerate Your Performance With True 360 Business Visibility Imagine: Your top sales professional calls your best customer to sell him a new product.
Nimble Storage Leverages Operational Data to Drive Its Business with Analytics Delivered by HP Vertica
IDC ExpertROI SPOTLIGHT Nimble Storage Leverages Operational Data to Drive Its Business with Analytics Delivered by HP Vertica Sponsored by: HP Matthew Marden September 2014 Overview Nimble Storage (Nimble)
Oncontact CRM 7 The CRM software that does it all.
The CRM software that does it all. Oncontact CRM 7 The CRM software that does it all. Oncontact CRM 7 is the answer. CRM 7 gives your company the competitive edge it needs with a flexible and effective
Advanced Remote Monitoring: Managing Today s Pace of Change
Advanced Remote Monitoring: Managing Today s Pace of Change RMM solutions enable an organization to reduce the risk of system outages and guard against the impact of unauthorized or malicious uses of technology,
All can damage or destroy your company s computers along with the data and applications you rely on to run your business.
All can damage or destroy your company s computers along with the data and applications you rely on to run your business. Losing your computers doesn t have to disrupt your business if you take advantage
Personalised view of metrics for an instant snapshot of your business. Wizard-Driven Dashboards
Workflow Automation Build a competitive advantage with automated processes and increased business visibility While the competition struggles with manual processes, queries and reports on customer interactions,
Choosing IT Service Management Software
Choosing IT Service Management Software What to look for in an IT Service Management solution Monitor 24-7 Inc. www.monitor24-7.com sales@monitor24-7.com +1 416 410 2716 +31 23 525 6975 Introduction Service
How To Manage An Itil Service Manager
Newcastle University IT Service Sharon Mossman AXELOS.com Case Study February 2015 Contents Introduction 3 Adopting ITIL 4 ITIL s Continuing Use 7 What are your recommended Best Practices? 8 About AXELOS
Improving on a Good Idea from Employee Survey to Measurecom tm
Improving on a Good Idea from Employee Survey to Measurecom tm Theresa M. Welbourne, Ph.D. Associate Professor of Organization Behavior and Human Resource Management University of Michigan Business School
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
ANALYTICS PAYS BACK $13.01 FOR EVERY DOLLAR SPENT
RESEARCH NOTE September 2014 ANALYTICS PAYS BACK $13.01 FOR EVERY DOLLAR SPENT THE BOTTOM LINE Organizations are continuing to make investments in analytics to meet the growing demands of the user community
FREE REPORT: Answers To The Top 5 Questions Business Owners Have About Cloud Computing
FREE REPORT: Answers To The Top 5 Questions Business Owners Have About Cloud Computing Discover What Most IT Consultants Don t Know Or Won t Tell You About Moving Your Company s Network To The Cloud By
How To Choose Help Desk Software For Your Company
With hundreds of Help Desk software packages available, how do you choose the best one for your company? When conducting an Internet search, how do you wade through the overwhelming results? The answer
REAL ROI REPORT MICROSOFT DYNAMICS NAV
REAL ROI REPORT MICROSOFT DYNAMICS NAV Corporate Headquarters Nucleus Research Inc. 36 Washington Street Wellesley MA 02481 Phone: +1 781.416.2900 Fax: +1 781.416.5252 Nucleus Research Inc. www.nucleusresearch.com
About Talkdesk. For more information, visit www.talkdesk.com. TRY TALKDESK FOR FREE // 2. The comprehensive guide to co-sourcing call center agents
About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real time,
Research Study: Cloud-Based Business Solutions Suite Delivers Key Performance Improvements to Software Companies
Research Study: Cloud-Based Business Solutions Suite Delivers Key Performance Improvements to Software Companies SL Associates Executive Summary 2 Dynamic Software Industry Poses Many Challenges 2 KPIs
It s Time for Collaboration in the Center
feature / apr 2013 It s Time for Collaboration in the Center Embrace the value of social knowledge sharing and crossfunctional collaboration. By Susan Hash, Contact Center Pipeline Pipeline Articles www.contactcenterpipeline.com
QUICK FACTS. Delivering Superior IT Support Services for a Video Game Maker TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES
[ Information Technology, Network Infrastructure Services Support Services ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES QUICK FACTS Client Profile Industry: Video and consumer entertainment Revenue:
The 2015 Cloud Readiness Survey for Australian Accounting Firms
The 2015 Cloud Readiness Survey for Australian Accounting Firms HOW FAR HAVE ACCOUNTANTS TRAVELLED TOWARDS CLOUD ACCOUNTING? A DIGITAL FIRST REPORT FOR SAGE AUSTRALIA Contents Cloud Readiness Survey 1
Getting Started with Kanban Paul Klipp
Getting Started with Kanban Paul Klipp kanbanery 2 Contents 3/ Getting Started with Kanban 4/ What is Kanban? 7/ Using Kanban Does kanban apply to me? How can it help me? What will I have to change? 10/
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
Your Complete CRM Handbook
Your Complete CRM Handbook Introduction Introduction Chapter 1: Signs You REALLY Need a CRM Chapter 2: How CRM Improves Productivity Chapter 3: How to Craft a CRM Strategy Chapter 4: Maximizing Your CRM
How did a leading regional accounting firm make the move
CCH Tax & Accounting WISS & COMPANY, LLP CASE STUDY How did a leading regional accounting firm make the move to a paperless office, reduce costs, and free its staff to focus more time on client service?
Selecting Enterprise Software
Selecting Enterprise Software Introduction The path to selecting enterprise software is riddled with potential pitfalls and the decision can make or break project success, so it s worth the time and effort
HOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT
HOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT 2 Contents 03 Introduction 04 The Budding Possibilities of Proactive Live Chat 05 Shifting from Reactive to Proactive Support 07 Put a Spring in Your Step
Investing in the Help Desk
W H I T E P A P E R Investing in the Help Desk By Karen Schoemehl Selling the Help Desk as a Strategic Investment The Help Desk of the new millennium is one that will play an integral role in any business