SMART DIAGNOSTICS AFTER-SALES SERVICE TODAY

Size: px
Start display at page:

Download "SMART DIAGNOSTICS AFTER-SALES SERVICE TODAY"

Transcription

1 SMART DIAGNOSTICS AFTER-SALES SERVICE TODAY

2 DIAGNOSTIC LIFECYCLE AFTER-SALES SERVICE TODAY Today s dynamic global markets have become increasingly complex. Companies must deal with major challenges in the area of service, and particularly with the growing demands of discerning customers. Service has become a strategic goal: Companies have a way to distinguish themselves from the competition, often more effectively than through their products. Services have a substantial effect on sales and cash flow. This demands efficiency and outstanding quality, which, particularly in the case of complex customer inquiries, pushes many existing service systems to their limits. Smart solutions must enable companies and their service departments to simply and elegantly preserve knowledge so that appropriate responses to service queries can be found as quickly as possible. It is of utmost importance to apply solutions, once they have been acquired, to similar cases as they arise. Thus, competent, and most of all, consistent support can be provided across every possible contact channel: first level (call center or self-service portal), second level (on-site service) and third level (experts/development). With case-based reasoning (CBR) technology, Empolis utilizes a methodology for Smart Diagnostics that has been applied since the beginning of human cognizance: in order to solve a new problem, we apply similar incidents from the past to solve the current case. The newly gained experience expands our pool of knowledge. The basic principle of learning is also possible for knowledge and service systems and, thanks to the latest CBR technologies, it can also be used without continuous modeling effort - it is self-learning. Automatically generated dynamic decision trees assist technicians with issues for which solutions are not immediately known. With the help of targeted questions, the technician receives support in eliminating possible causes and narrows down the search further. In order to deliver demand-driven service information in the Internet era, Empolis offers organizations a comprehensive service and diagnostic platform providing integrated support for in-house service organizations and their technicians, customer service partners and end customers, with delivery to any desired device in online or offline mode. Typical problems that are inacceptable and certainly avoidable: We had a similar problem in a plant in Spain before. Why do we have to solve this problem again now? Our senior service technician with years of experience has retired. We don t know how he got the system up and running again. SMART DIAGNOSTICS ENSURES FOR: A ticket system that is also a pool of knowledge Automated decision trees without additional modeling effort Simple and efficient semantic error search Best possible preparation for maintenance/ repairs Integration of diagnostic equipment and analysis readings from equipment data and information. Smart Diagnostics can go productive almost immediately and offers you a service solution with intuitive control!

3 CHALLENGES FOR CUSTOMER SERVICE Today s products, machines and systems are often highly complex. This complexity is also the cause for the rapidly increasing number of possibilities for errors. At the same time, these systems must be highly efficient and need to operate without downtime. The sum of increasing device and system complexity, plus shorter and shorter product lifecycles and continuous product innovation, make know-how a service organization s most valuable resource. A necessary step in the direction of risk and cost reduction is, therefore, the introduction of an efficient and effective service information and knowledge management solution. In reality, a few, extremely busy experts have a monopoly on important service knowledge. This knowledge cannot be shared by utilizing today s employee training methods. For this reason, companies, employees and customers need an integrated service knowledge management solution. COST DRIVERS IN CUSTOMER SERVICE Redundant and inefficient problem resolution (expensive, timeconsuming, low quality) Multiple on-site customer visits Longer repair and downtimes Replacement of entire component groups instead of just a single defective part High demands for employee qualifications and training The right INFORMATION at the right TIME to the right PERSON on the desired DEVICE

4 SERVICE TOOL REQUIREMENTS The general requirements for an integrated knowledge management solution in service departments are: Offer the best support for diagnostics with guided questions or via semantic filter options Use all available information and data, as well as existing know-how relevant to the context i.e. depending on the machine, peripherals, configurations, modules, etc. Implementation with immediate productivity Even non-specialists are capable of identifying the right answer and solving the problem quickly Continual process improvement with selflearning, feedback loops and logging SMART DIAGNOSTICS A PLATFORM FOR THE ENTIRE DIAGNOSTIC LIFECYCLE The Smart Diagnostics platform enables service staff to identify the appropriate response, even when faced with complex issues. It helps them professionally communicate solution know-how in a competent and consistent manner. Service staff are guided via questions and answers to the correct solution or answer to the query. Even non-specialists are capable of identifying the right answer and solving the problem quickly. Experience has shown that service cases fall into one of three categories (see figure below). 1. Standard errors that occur very frequently in comparison to the others, 2. Problems that have occurred previously, but happen relatively seldom ( I think that something like this happened three years ago in Spain... ) 3. New problems that have never occurred before In order to calculate the absolute amount of effort, the average time required to locate the problem must be specified for each service case category. This is described in the following diagram: New cases Search Periodically occurring error cases Sporadically occurring cases Sporadically occurring cases: CBR Error trees Frequency distribution of the various types of service cases Time requried for problem diagnostics for each service case category Actual time spent Do you know what your efforts amount to? It is easy to see that the search for sporadically occurring cases generally results in the greatest absolute effort spent. The actual time and effort spent on new and periodically occurring error cases is roughly equivalent. A state-of-the-art service knowledge system must ultimately offer a useful technology mix in order to meet the requirements for the various service case categories.

5 THE SYSTEM Smart Diagnostics is based on Empolis Information Access System (IAS). The Information Access System is a semantic platform for value-added knowledge management solutions. IAS understands unstructured data (e.g. texts) and transforms them into smart information through semantic annotations. Analyses are carried out on the basis of actual contexts, and links are created to structured data. All of the data sources that are of relevance for the diagnostic process whether internal databases, ticket systems, ERP systems or file servers, or data that are available to the public on the World Wide Web can be flexibly connected using the system s open, Web-based architecture, to be adjusted to meet your needs. Of course, it is also possible to connect existing third-party systems such as SAP or Siebel, thereby ensuring an integrated service process. The system is ready for immediate use. Modern diagnostics systems combine various technological approaches in order to optimally meet all requirements in the problem-solving process. IAS therefore integrates four primary techniques in order to implement diagnostic methods and strategies: Static diagnostic trees for standard error cases diagnostic processes exist and can be specified by experts Semantic queries and dynamic decision trees for finding similar cases Case Based Reasoning (CBR) allows solutions to be found on the basis of similar problem-solving processes in the past. Ad hoc queries are generated for the most probable cause in order to successively restrict the amount of results. Rules necessary if, for example, certain symptoms, when analyzing (sensor) data, may have a relative deviation from the set point and calculations are required for this Semantic and associative/statistical search enables a search for potential solutions for new and therefore unknown problems in all technical documents and reports TECHNICAL OVERVIEW Empolis Content Lifecycle System with decision-tree editor for editorial content Empolis Information Access System for distribution of knowledge User interface can be customized individually with modern Ajax technology Web-based diagnostics and system administration Adaptable offline client based on.net as the diagnostic application for end users (prepared to communicate with the machine to be diagnosed)

6 FROM THE PERSPECTIVE OF SERVICE TECHNICIANS AND CALL CENTER STAFF Smart Diagnostics attaches great importance to the satisfaction of its users employees on site or in call centers. Employee performance and thus also service as a whole is improved because of: ARGUMENTS FROM THE PERSPECTIVE OF COMPANIES Smart Diagnostics offers companies benefits that can quickly be measured: Be predictive avoid trouble instead of fixing it Increase the service margin lower service costs Transforming service from a cost center to a profit center Shorten interactions with the customer and onsite repair time Reduce follow-up work and costs of spare parts Prevent service piracy Lower warranty costs and facilitate rapid feedback to the manufacturer s service, warranty, production and development departments regarding problems Ongoing analysis of service processes improves quality and optimizes product development Smart Diagnostics also allows companies to strategically position their service departments. Early indications for arising problems (predictions) Satisfaction with easy-to-use software More competent interactions with customers Less time and effort for training Problem-solving processes based on individual skill levels rapid or guided Less frustration stemming from unnecessary time and effort spent on repairs and service calls FROM THE PERSPECTIVE OF CUSTOMERS Simplified day-to-day operations at the workshop, reduced throughput times and greater end-customer satisfaction Self-service with easy-to-use functions available round the clock Step-by-step guided support or rapid expert mode Early error detection and fast resolution CBR THE METHOD Service becomes a source of added value by increasing and standardizing service quality and reducing dependence on individual experts. All components of the service process are integrated and automated. This enables the service department to become a true asset to a company, and one that offers measurable added value. A problem occurs...

7 THE EMPOLIS SERVICE SOLUTION THE FACTS The Empolis Information Management GmbH has collected substantial experience with numerous international customer projects for more than 25 years. Empolis has a proven track record and its customers have clearly improved their key performance indicators (KPI) on a sustainable basis with Empolis solutions. These include: increased First Call Fix Rate by over 20%, reduced average handling time for a customer call by over 34%, lower number of calls extended from 1st to 2nd level support by over 40%, reduced overall cycle time for an issue from over 24 hours to less than a half an hour and a decreased number of service calls by over 20% with the implementation of a web self-service system. YOUR SERVICE MADE SMART S Swiftly ready for use (No major modeling effort required; instead, the tool can be used efficiently right away) M Measurable (Goals, time and cost savings can be measured quickly) A Accepted (Empolis solutions are in productive use with many major international companies) R Realistic (Empolis tools meet the requirements for your service process challenges) T Technologically advanced (Smart diagnostics is based on state-of-the-art CBR, statistics and text mining methods) Empolis customers have, for example, realized an ROI in only a few months and have saved tens of millions of Euros within only three years. has a similar problem occurred before? solution found, experience gained!

8 Empolis Information Management GmbH Europaallee Kaiserslautern Germany Empolis provides solutions that enable companies and organizations to analyze, interpret and automatically process the rapidly growing amount of structured and unstructured data. They utilize their knowledge capital to improve enterprise-critical business processes enabling decision-makers, employees and customers to reliably receive precise and relevant information, situation-appropriate and task-relevant, for faster and better decisions. Phone Fax Empolis Information Management GmbH

EMPOLIS SMART CLOUD. Customized Cloud Services Made in Germany

EMPOLIS SMART CLOUD. Customized Cloud Services Made in Germany EMPOLIS SMART CLOUD Customized Cloud Services Made in Germany EMPOLIS SMART INFORMATION MANAGEMENT The right information, at the right time, to the right person, on the desired device With our unique portfolio

More information

The support offering tailored to fit your individual needs

The support offering tailored to fit your individual needs EMPOLIS SERVICES Concentrate on your core business The support offering tailored to fit your individual needs In this fast-paced world, it is absolutely essential that you remain focused on your most important

More information

TECHNICAL DOCUMENTATION FOR BOSCH, GAGGENAU, NEFF, SIEMENS AND MORE

TECHNICAL DOCUMENTATION FOR BOSCH, GAGGENAU, NEFF, SIEMENS AND MORE TECHNICAL DOCUMENTATION FOR BOSCH, GAGGENAU, NEFF, SIEMENS AND MORE BSH Bosch und Siemens Hausgeräte GmbH streamlines user manual production with the CLS Discover how BSH manages and creates large numbers

More information

How To Use Blue Yonder'S Predictive Analytics Software

How To Use Blue Yonder'S Predictive Analytics Software Blue Yonder in practice Successfully realize Industry 4.0 s potential with accurate forecasts and automated decision-making Examples of applications of Blue Yonder Predictive Analytics in industry Blue

More information

H2O Customer Service. Effective and Reliable.

H2O Customer Service. Effective and Reliable. Leaders in Zero Liquid Discharge German Engineering H2O Customer Service. Effective and Reliable. www.h2o-de.com Our aim is to support you comprehensively. Thus customer care is of particular importance

More information

ASSET Connect. The next level in Critical Environment Operational Efficiency

ASSET Connect. The next level in Critical Environment Operational Efficiency Connect The next level in Critical Environment Operational Efficiency 10-30% is the potential efficiency gain from optimized Data Centers and Critical Environments Operational Efficiency of Your Critical

More information

Enhancing IT Support with Knowledge Management

Enhancing IT Support with Knowledge Management WHITE PAPER: ENHANCING IT SUPPORT WITH KNOWLEDGE MANAGEMENT Enhancing IT Support with Knowledge Management DECEMBER 2007 Peter Gilbert, Roger Morse and Monica Lee GOVERNANCE AND SERVICE MANAGEMENT Table

More information

IBM Global Services September 2003. Reducing IT support costs through automated electronic end-user support.

IBM Global Services September 2003. Reducing IT support costs through automated electronic end-user support. IBM Global Services September 2003 Reducing IT support costs through automated electronic end-user support. Reducing IT support costs through automated electronic end-user support. Page 2 Contents 2 Introduction

More information

How To Transform Field Service With Mobile Technology

How To Transform Field Service With Mobile Technology MOBILIZE Microsoft Dynamics GP Transforming Field Service Operations with Mobile Technologies White Paper Solutions that Help Transform Field Service Operations into Strategic Profit Centers Date: June

More information

TickX Ticket system reinterpreted. TickX Microsoft SharePoint 2010/2013 Ticket System

TickX Ticket system reinterpreted. TickX Microsoft SharePoint 2010/2013 Ticket System TickX Microsoft SharePoint 2010/2013 Ticket System INDEX 1. WHAT TICKX CAN DO... 3 2. WHAT TICKX DOES BETTER... 4 3. WHO NEEDS TICKX... 5 4. THE DASHBOARD... 6 ALL THE DETAILS IN ONE VIEW... 6 5. THE CUSTOMER

More information

CA Service Desk Manager

CA Service Desk Manager PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES

More information

Advanced Technologies

Advanced Technologies Amco sa Head office 2 Anakreontos Str., PO 12243, Aigaleo Athens, Greece Production plant 7th Km Korinthou-Argous Nat. Road PO 20100, Korinthos, Greece t: +30 2105907000 f: +30 2105912711 e: info@amco.gr

More information

Industry Services. Comprehensive technical support anytime and everywhere directly from Siemens. support.industry.siemens.com

Industry Services. Comprehensive technical support anytime and everywhere directly from Siemens. support.industry.siemens.com Industry Services Comprehensive technical support anytime and everywhere directly from Siemens support.industry.siemens.com Individual technical support for all questions Long-term success in industry

More information

www.eaton.eu/aftersales The Best For Everyone: After Sales Service

www.eaton.eu/aftersales The Best For Everyone: After Sales Service www.eaton.eu/aftersales The Best For Everyone: After Sales Service As Close as You Want It Whatever your requirements, we will provide you with excellent service. AFTER SALES SERVICE Service specialists

More information

Unitrends, Inc. Software and Hardware Support Handbook

Unitrends, Inc. Software and Hardware Support Handbook 1 Unitrends, Inc. Software and Hardware Support Handbook Overview This Customer Support Handbook details support services, contact information and best practices for contacting Unitrends Support to ensure

More information

Long-Term Customer Loyalty. Total Integration. Investment For The Future. CRM. Customer Relationship Management

Long-Term Customer Loyalty. Total Integration. Investment For The Future. CRM. Customer Relationship Management Long-Term Customer Loyalty. Total Integration. Investment For The Future. CRM Customer Relationship Management Customer Relationship Management - Where the Customer Really Is King Data transfer from one

More information

Numara Track-It! 10.5. Product Family Overview. www.numarasoftware.com

Numara Track-It! 10.5. Product Family Overview. www.numarasoftware.com Numara Track-It! 10.5 Product Family Overview www.numarasoftware.com Introduction The Numara Track-It! family of IT Management solutions gives you the ability to immediately take control of your Help Desk

More information

Top ten reasons to transition your IT lab environments to the cloud

Top ten reasons to transition your IT lab environments to the cloud Top ten reasons to transition your IT lab environments to the cloud WHITE PAPER BROUGHT TO YOU BY SKYTAP 2 Top ten reasons to transition your IT lab environments to the cloud Contents The Promise of Cloud

More information

How To Provide Self Service

How To Provide Self Service How Web Self-Service Can Increase Customer Satisfaction & Improve Your Bottom Line Preface This white paper introduces Customer Self-Service and how using Surado Web Self-Service can increase customer

More information

RTM Consulting. Practical Knowledge Management. The Keys to Customer Satisfaction. Randy Mysliviec CEO

RTM Consulting. Practical Knowledge Management. The Keys to Customer Satisfaction. Randy Mysliviec CEO RTM Consulting Practical Knowledge Management The Keys to Customer Satisfaction Randy Mysliviec CEO RTM Consulting 2 2012. All rights reserved. Practical Knowledge Management The Keys to Customer Satisfaction

More information

Service Excellence Study 2014

Service Excellence Study 2014 Please note that the release, publication or distribution of this executive report is not allowed. Study 2014 Executive Report European Institute December 2014 Key Insights 1/2 Study findings I. New technologies

More information

PC/E Monitoring ProView. Efficient IT service management for self-service networks

PC/E Monitoring ProView. Efficient IT service management for self-service networks PC/E Monitoring ProView Efficient IT service management for self-service networks PC/E Monitoring ProView The highest possible availability of self-service systems and branch services is decisive for retail

More information

www.fieldez.com FieldEZ for Oil and Gas

www.fieldez.com FieldEZ for Oil and Gas www.fieldez.com FieldEZ for Oil and Gas Overview Operating in a truly dynamic environment that includes fluctuating energy prices, strict government regulations and environmental pressures while balancing

More information

Providing Proactive Support with Intelligent Smart Services

Providing Proactive Support with Intelligent Smart Services Providing Proactive Support with Intelligent Smart Services Gerber Technology Gerber Technology, a business unit of Gerber Scientific, Inc., develops and manufactures the world s leading brands of integrated

More information

Remote Services. Managing Open Systems with Remote Services

Remote Services. Managing Open Systems with Remote Services Remote Services Managing Open Systems with Remote Services Reduce costs and mitigate risk with secure remote services As control systems move from proprietary technology to open systems, there is greater

More information

Streamlined Planning and Consolidation for Finance Teams Running SAP Software

Streamlined Planning and Consolidation for Finance Teams Running SAP Software SAP Solution in Detail SAP Solutions for Enterprise Performance Management, Version for SAP NetWeaver Streamlined Planning and Consolidation for Finance Teams Running SAP Software 2 SAP Solution in Detail

More information

Connected Product Maturity Model

Connected Product Maturity Model White Paper Connected Product Maturity Model Achieve Innovation with Connected Capabilities What is M2M-ize? To M2Mize means to optimize business processes using machine data often accomplished by feeding

More information

A trusted support resource can help you drive growth and innovation. Maintenance and technical support services from IBM

A trusted support resource can help you drive growth and innovation. Maintenance and technical support services from IBM IBM Global Technology Services A trusted support resource can help you drive growth and innovation. Maintenance and technical support services from IBM A PROACTIVE APPROACH TO INFRASTRUCTURE SUPPORT YOU

More information

The open source solution for the Property & Facility Management www.openmaint.org

The open source solution for the Property & Facility Management www.openmaint.org 1 The open source solution for the Property & Facility Management www.openmaint.org www.openmaint.org www.tecnoteca.com 2 What is openmaint openmaint is an enterprise solution for the Property & Facility

More information

Process Solutions. DynAMo Alarm & Operations Management. Solution Note

Process Solutions. DynAMo Alarm & Operations Management. Solution Note Process Solutions Solution Note DynAMo Alarm & Operations Management Delivering operations integrity through better plant safety, availability and compliance across your entire enterprise Control Magazine

More information

Non-Stop Manufacturing Excellence. Automotive. Answers for industry.

Non-Stop Manufacturing Excellence. Automotive. Answers for industry. Non-Stop Manufacturing Excellence. Automotive Answers for industry. Answers to your challenges How can the potential of emerging markets be best economically tapped? What possibilities are there of reducing

More information

Device Lifecycle Management

Device Lifecycle Management Device Lifecycle Management 1 (8) Table of Contents 1. Executive summary... 3 2. Today's challenges in adapting to lifecycle management... 3 3. How is Miradore different?... 5 4. Conclusion... 8 2 (8)

More information

Service Suite for Communications Mobile workforce management solutions

Service Suite for Communications Mobile workforce management solutions Service Suite for Communications Mobile workforce management solutions No other mobile workforce management provider knows the communications industry like ABB. That s why ABB has become one of the leading

More information

Software support. Overview Process step: Selection and sizing. Process step: Engineering design. Process step: Ordering in the Online Shop

Software support. Overview Process step: Selection and sizing. Process step: Engineering design. Process step: Ordering in the Online Shop Overview Process step: Selection and sizing New functions: New product finder for drives with linear guide New delivery class in the core product range Process step: Engineering design New functions: New

More information

WHITE PAPER. iet ITSM Enables Enhanced Service Management

WHITE PAPER. iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management Need for IT Service Management The focus within the vast majority of large and medium-size companies has shifted

More information

Delivering operations integrity through better plant safety, availability and compliance across your entire enterprise

Delivering operations integrity through better plant safety, availability and compliance across your entire enterprise Product Information Note DynAMo Alarm & Operations Management Delivering operations integrity through better plant safety, availability and compliance across your entire enterprise Control Magazine Readers

More information

Increase efficiency. Improve quality. Reduce energy consumption.

Increase efficiency. Improve quality. Reduce energy consumption. Increase efficiency. Improve quality. Reduce energy consumption. With the tailored products and solutions for the pulp and paper industry siemens.com/forestfiber We ve Improved our Competitiveness. Thanks

More information

J U L Y 2 0 1 2. Title of Document. Here is the subtitle of the document

J U L Y 2 0 1 2. Title of Document. Here is the subtitle of the document J U L Y 2 0 1 2 Title of Document Here is the subtitle of the document Introduction to OpenText Protect Premier Anywhere Deploying and maintaining advanced Enterprise Information Management (EIM) solutions

More information

Smart wayside management software

Smart wayside management software Smart wayside management software FleetWise is innovative wayside data management software specifically designed to help transit authorities achieve superior fleet performance by collecting, distributing

More information

Resolving the Top 5 Challenges in Field Service with Mobility

Resolving the Top 5 Challenges in Field Service with Mobility Business Solutions through Software Resolving the Top 5 Challenges in Field Service with Mobility Table of Content Executive Summary Resolving the Top 5 Challenges in Field Service Operations Case Study

More information

Software MANAGEMENT, CONTROL AND DATA CAPTURE IN PRODUCTION PLANT PRODUCTION QUALITY SCHEDULING MAINTENANCE Powering your Process PRODUCTION QUALITY SCHEDULING MAINTENANCE We present the state-of-the-art

More information

Transforming Field Service Operations w ith Microsoft Dynamics NAV

Transforming Field Service Operations w ith Microsoft Dynamics NAV Transforming Field Service Operations w ith Microsoft Dynamics NAV Open Door Technology Inc. Date: May 2010 www.opendoor.ca 8 77.777.776 Contents Introduction... 3 Mobile Technology Needs for Field Services

More information

The Broadening of Contact Centers Horizons

The Broadening of Contact Centers Horizons The Broadening of Contact Centers Horizons Genesys One Table of contents Why Contact Centers are the Life Blood of Companies?...1 Your Contact Center and You...1 Mapping the Contact Center of the Future...2

More information

Track-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution

Track-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution The World s Most Widely Installed Help Desk and Asset Management Solution Key Benefits Easy to use! Gain full control of your IT assets, hardware and software Simplify software license management Save

More information

Three simple steps to effective service catalog and request management

Three simple steps to effective service catalog and request management Three simple steps to effective service catalog and request management Prepare for cloud initiatives and get incremental ROI with self service catalog and request management Business white paper Executive

More information

Key performance indicator systems for the production industries

Key performance indicator systems for the production industries Key performance indicator systems for the production industries Key performance indicators (KPIs) are becoming ever more important for assessing the competitiveness of production companies relative to

More information

ORACLE S PRIMAVERA FEATURES PORTFOLIO MANAGEMENT. Delivers value through a strategy-first approach to selecting the optimum set of investments

ORACLE S PRIMAVERA FEATURES PORTFOLIO MANAGEMENT. Delivers value through a strategy-first approach to selecting the optimum set of investments ORACLE S PRIMAVERA FEATURES Delivers value through a strategy-first approach to selecting the optimum set of investments Leverages consistent evaluation metrics, user-friendly forms, one click access to

More information

Managed Helpdesk. data sheet

Managed Helpdesk. data sheet Managed Helpdesk data sheet l Do you want to have quick and easy access to support and advice for any issues relating to your mobile enterprise solution? l Do you need expert help from professional engineers

More information

Top Ten Reasons to Transition Your IT Sandbox Environments to the Cloud

Top Ten Reasons to Transition Your IT Sandbox Environments to the Cloud Top Ten Reasons to Transition Your IT Sandbox Environments to the Cloud WHITE PAPER BROUGHT TO YOU BY SKYTAP 2 Top Ten Reasons to Transition Your IT Sandbox Environments to the Cloud Contents Executive

More information

Developing a CRM Platform: a Bulgarian case

Developing a CRM Platform: a Bulgarian case Developing a CRM Platform: a Bulgarian case SOFIYA VACHKOVA OmegaSoft Ltd. 51 Aleksandar Malinov Blvd., 1712 Sofia BULGARIA sophy.v@gmail.com http://www.omegasoft.bg ELISSAVETA GOUROVA Faculty of Mathematics

More information

Windows Embedded Security and Surveillance Solutions

Windows Embedded Security and Surveillance Solutions Windows Embedded Security and Surveillance Solutions Windows Embedded 2010 Page 1 Copyright The information contained in this document represents the current view of Microsoft Corporation on the issues

More information

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................

More information

Laptops on 4 wheels. New service processes for the automotive industry. Marko Weiße ProSTEP ivip Symposium 2006 26.04.2006

Laptops on 4 wheels. New service processes for the automotive industry. Marko Weiße ProSTEP ivip Symposium 2006 26.04.2006 Laptops on 4 wheels New service processes for the automotive industry ProSTEP ivip Symposium 2006 26.04.2006 Todays independent electronic systems from different suppliers will be integrated in the future

More information

Improve business agility with WebSphere Message Broker

Improve business agility with WebSphere Message Broker Improve business agility with Message Broker Enhance flexibility and connectivity while controlling costs and increasing customer satisfaction Highlights Leverage business insight by dynamically enriching

More information

Best Service Practices for the Best-Run Business. WINCOR NIXDORF eservices PLATFORM A NEW QUALITY OF SERVICE

Best Service Practices for the Best-Run Business. WINCOR NIXDORF eservices PLATFORM A NEW QUALITY OF SERVICE Best Service Practices for the Best-Run Business WINCOR NIXDORF eservices PLATFORM A NEW QUALITY OF SERVICE The digital foundation for highly-available business processes In order to ensure that your business

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode) HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release

More information

IBM Tealeaf solutions

IBM Tealeaf solutions IBM Software Industry Solutions IBM Tealeaf solutions Empowering e-business with pioneering Customer Experience Management solutions IBM Tealeaf solutions IBM Tealeaf solutions are designed to help companies

More information

Knowledge Base Data Warehouse Methodology

Knowledge Base Data Warehouse Methodology Knowledge Base Data Warehouse Methodology Knowledge Base's data warehousing services can help the client with all phases of understanding, designing, implementing, and maintaining a data warehouse. This

More information

Xerox Remote Print Services Services you can count on

Xerox Remote Print Services Services you can count on Xerox Remote Print Services Services you can count on Xerox Remote Print Services is a managed print service offering that includes our highly skilled customer services team, proactive and intelligent

More information

Support Operations Handbook

Support Operations Handbook Support Operations Handbook Cray Platinum Diamond Support Cray Inc. Version 2.2 February 11, 2014 Table of Contents About Cray Customer Service.4 About This Document...........5 Document Version History...

More information

Majenta Engineering Centre (MEC)

Majenta Engineering Centre (MEC) Majenta Engineering Centre (MEC) Rule based design automation from Majenta PLM capture your engineering knowledge and increase productivity by up to 90% Expedite Quality Proposals, Increase Margin Control

More information

Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI

Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI BEST PRACTICES WHITE PAPER Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI Table of Contents INTRODUCTION...1

More information

CUSTOMER MANAGEMENT IN THE CLOUD

CUSTOMER MANAGEMENT IN THE CLOUD CUSTOMER MANAGEMENT IN THE CLOUD SPEED UP YOUR BUSINESS WITH CRM2HOST. COST-EFFICIENT, FLEXIBLE, INTUITIVE AND SECURE. Business requirements steadily grow. You need efficient processes and central information

More information

Cisco Process Orchestrator Adapter for Cisco UCS Manager: Automate Enterprise IT Workflows

Cisco Process Orchestrator Adapter for Cisco UCS Manager: Automate Enterprise IT Workflows Solution Overview Cisco Process Orchestrator Adapter for Cisco UCS Manager: Automate Enterprise IT Workflows Cisco Unified Computing System and Cisco UCS Manager The Cisco Unified Computing System (UCS)

More information

Everything You Need in Service Management Software

Everything You Need in Service Management Software Everything You Need in Service Management Software Welcome to Miracle Service With over 5,000 users in over 45 countries, Miracle Service is the field service software of choice for thousands of service

More information

White Paper. Top 10 Reasons to Invest in Workflow Automation. October 2013. Commercial and Packaging Print Service Providers.

White Paper. Top 10 Reasons to Invest in Workflow Automation. October 2013. Commercial and Packaging Print Service Providers. White Paper October 2013 Top 10 Reasons to Invest in Workflow Automation Commercial and Packaging Print Service Providers Prepared for Table of Contents Investing in Today s Automated Production Workflows...

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

ABB Process Automation Service Services that add life to your systems and processes

ABB Process Automation Service Services that add life to your systems and processes ABB Process Automation Service Services that add life to your systems and processes Services that add life to your systems and processes ABB has world-class experience in specifiying, installing, maintaining,

More information

Focus on your business, not your infrastructure. A buyer s guide to managed infrastructure services.

Focus on your business, not your infrastructure. A buyer s guide to managed infrastructure services. Focus on your business, not your infrastructure. A buyer s guide to managed infrastructure services. What s in this guide for you? If you re considering managed services as a way of meeting your organization

More information

Improving. Summary. gathered from. research, and. Burnout of. Whitepaper

Improving. Summary. gathered from. research, and. Burnout of. Whitepaper Whitepaper Improving Productivity and Uptime with a Tier 1 NOC Summary This paper s in depth analysis of IT support activities shows the value of segmenting and delegatingg activities based on skill level

More information

White Paper Help Desk Software for Manufacturers A Critical Customer Satisfaction Tool

White Paper Help Desk Software for Manufacturers A Critical Customer Satisfaction Tool White Paper Help Desk Software for Manufacturers A Critical Customer Satisfaction Tool Seradex White Paper Help Desk Software for Manufacturers Page 1 of 6 Table of Contents HELP DESK SOFTWARE FOR MANUFACTURERS:...3

More information

Actuate for: Customer Self-Service Reporting Applications

Actuate for: Customer Self-Service Reporting Applications Any User. Any Data. Any Deployment. Enterprise Solutions Actuate for: Customer Self-Service Reporting Applications Customer Self-Service Reporting Applications built with Actuate deliver account information

More information

Our full capabilities include:

Our full capabilities include: Network Services Network Services Connecting to greater performance Our Network Services division is comprised of a large staff with a breadth and depth of IT experience. We ll ensure your network is designed

More information

WORKFLOW MANAGEMENT FOR THE CLINICAL RADIOLOGY

WORKFLOW MANAGEMENT FOR THE CLINICAL RADIOLOGY RADIOLOGY WORKFLOW SOLUTIONS WORKFLOW MANAGEMENT FOR THE CLINICAL RADIOLOGY RADIOLOGY WORKFLOW MANAGEMENT OPTIMISED WORKFLOW MAXIMUM EFFICIENCY medavis. Your trusted partner for workflow management in

More information

Smart Operations Management Suite

Smart Operations Management Suite Lifecycle Services for Syncade Operations Smart Operations Management Suite Service Data Sheet Lifecycle Services for Syncade Operations Smart Operations Management Suite Offering the Right Service at

More information

How to Resolve Major IT Service Problems Faster

How to Resolve Major IT Service Problems Faster How to Resolve Major IT Service Problems Faster Abstract Communication, collaboration and visibility are the three key factors in quickly and efficiently resolving a major IT service disruption. Traditional

More information

IBM Customer Experience Suite and Electronic Forms

IBM Customer Experience Suite and Electronic Forms Introduction It s more important than ever to have a set of capabilities that allow you to create dynamic, self service options for your customers that leverage existing processes and infrastructure. Your

More information

More. Better. Faster. THE QAD 2009.1 ADVANTAGE

More. Better. Faster. THE QAD 2009.1 ADVANTAGE More. Better. Faster. THE QAD 2009.1 ADVANTAGE QAD Enterprise Applications 2009.1 QAD Enterprise Applications, The Big Picture Enterprise Financials Financial Analytics Consolidations General Ledger Fixed

More information

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University.

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University. Data Sheet Cisco Optimization s Optimize Your Solution using Cisco Expertise and Leading Practices Optimizing Your Business Architecture Today, enabling business innovation and agility is about being able

More information

Effortless Customer Service with SAP Cloud for Service

Effortless Customer Service with SAP Cloud for Service SAP Brief SAP CRM SAP Cloud for Service Objectives Effortless Customer Service with SAP Cloud for Service Discerning customers require expert service attention Discerning customers require expert service

More information

What s New Guide. Help Desk Authority 9.1

What s New Guide. Help Desk Authority 9.1 What s New Guide Help Desk Authority 9.1 2011ScriptLogic Corporation ALL RIGHTS RESERVED. ScriptLogic, the ScriptLogic logo and Point,Click,Done! are trademarks and registered trademarks of ScriptLogic

More information

Wireless Device Management: Controlling The Wireless Enterprise And Reducing Total Cost of Ownership

Wireless Device Management: Controlling The Wireless Enterprise And Reducing Total Cost of Ownership Wireless Device Management: Controlling The Wireless Enterprise And Reducing Total Cost of Ownership Today s Wireless Environment The technology platform of today s enterprise has a rapidly growing component:

More information

MAXIMIZING ROI FOR YOUR FIELD SERVICE MOBILITY SOLUTION

MAXIMIZING ROI FOR YOUR FIELD SERVICE MOBILITY SOLUTION MAXIMIZING ROI FOR YOUR FIELD SERVICE MOBILITY SOLUTION A mobile field service solution can help you turn your field service operation from a cost center into a profit center. Field service isn t just

More information

Internet-based remote support for help desks. Product white paper

Internet-based remote support for help desks. Product white paper Product white paper The challenge Providing timely, efficient, and cost-effective technical support for all users is one of the challenges that many organizations face today. Supporting thousands of users

More information

Changes in IT and Your Business are in Inevitable. Are you Ready? THE RIGHTANSWERS UNIFIED KNOWLEDGE PLATFORM IS A UNIQUE COMBINATION OF SOFTWARE,

Changes in IT and Your Business are in Inevitable. Are you Ready? THE RIGHTANSWERS UNIFIED KNOWLEDGE PLATFORM IS A UNIQUE COMBINATION OF SOFTWARE, Right Answers RightAnswers Unified Knowledge Platform The #1 Knowledge Management Solution R Answe Changes in IT and Your Business are in Inevitable. Are you Ready? THE RIGHTANSWERS UNIFIED KNOWLEDGE PLATFORM

More information

EBERSPÄCHER ELECTRONICS automotive bus systems. solutions for network analysis

EBERSPÄCHER ELECTRONICS automotive bus systems. solutions for network analysis EBERSPÄCHER ELECTRONICS automotive bus systems solutions for network analysis DRIVING THE MOBILITY OF TOMORROW 2 AUTOmotive bus systems System Overview Analyzing Networks in all Development Phases Control

More information

Information Technology Services

Information Technology Services Information Technology Services 2011 Services Guide 77 Accord Park Drive, Suite A10 Norwell, MA 02061 (781) 871-3662 A proactive, preventative approach to IT management. System downtime, viruses, spyware,

More information

The impact of the Internet on channels

The impact of the Internet on channels Partner Relationship Management: The Next Generation of the ecrm Extended Enterprise Ron Ref Accenture http://ref.crmproject.com The challenge of PRM is to identify channel priorities that will drive the

More information

SAP ERP FINANCIALS ENABLING FINANCIAL EXCELLENCE. SAP Solution Overview SAP Business Suite

SAP ERP FINANCIALS ENABLING FINANCIAL EXCELLENCE. SAP Solution Overview SAP Business Suite SAP Solution Overview SAP Business Suite SAP ERP FINANCIALS ENABLING FINANCIAL EXCELLENCE ESSENTIAL ENTERPRISE BUSINESS STRATEGY PROVIDING A SOLID FOUNDATION FOR ENTERPRISE FINANCIAL MANAGEMENT 2 Even

More information

Adaptive Case Management - Capabilities for Faster Decisions

Adaptive Case Management - Capabilities for Faster Decisions Adaptive Case Management - Capabilities for Faster Decisions Tayo Runsewe Chris Pinnell ECM Solutions IBM Canada ECM Client Solution Professional IBM Canada The beginning of wisdom is a definition of terms

More information

Business Case for Smart Care Software Product Portfolio

Business Case for Smart Care Software Product Portfolio Business Case for Smart Care Software Product Portfolio Contents Company Overview... 3 Growing Challenges with Mobile Device Support... 3 Solution... 4 Privacy and Security... 6 Financial Benefits... 7

More information

Enhance visibility into and control over software projects IBM Rational change and release management software

Enhance visibility into and control over software projects IBM Rational change and release management software Enhance visibility into and control over software projects IBM Rational change and release management software Accelerating the software delivery lifecycle Faster delivery of high-quality software Software

More information

Product Portfolio and Service Management. Take IT easy FNT s Product Portfolio and Service Management solution makes

Product Portfolio and Service Management. Take IT easy FNT s Product Portfolio and Service Management solution makes Product Portfolio and Service Management Take IT easy FNT s Product Portfolio and Service Management solution makes light work of meeting the requirements and requests of your internal customers. www.fntsoftware.com

More information

Project management and field service management with Microsoft Dynamics GP

Project management and field service management with Microsoft Dynamics GP Project management and field service management with Microsoft Dynamics GP Microsoft Dynamics GP: The proven solution for efficiency and insight across your business. More than 40,000 customers use Microsoft

More information

THREE WAYS TO GET EXTREME PERFORMANCE IN THE CLOUD

THREE WAYS TO GET EXTREME PERFORMANCE IN THE CLOUD THREE WAYS TO GET EXTREME PERFORMANCE IN THE CLOUD By Barbara Lewis 2013 W W W.OUT S OUR CING -CENT E R. C O M Outsourcing Center 2013. A Package Deal: Managed Cloud Services for Engineered Systems The

More information

HELP DESK SYSTEMS. Using CaseBased Reasoning

HELP DESK SYSTEMS. Using CaseBased Reasoning HELP DESK SYSTEMS Using CaseBased Reasoning Topics Covered Today What is Help-Desk? Components of HelpDesk Systems Types Of HelpDesk Systems Used Need for CBR in HelpDesk Systems GE Helpdesk using ReMind

More information

FI-IMS Fertilizer Industry Information Management System

FI-IMS Fertilizer Industry Information Management System FI-IMS Fertilizer Industry Information Management System By: Ashraf Mohammed December 2011 Fertilizer Industry Information Management System FI-IMS Fertilizer Industry Information Management System Fertilizer

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

SAP ERP OPERATIONS SOLUTION OVERVIEW

SAP ERP OPERATIONS SOLUTION OVERVIEW SAP ERP OPERATIONS SOLUTION OVERVIEW YOUR SUCCESS Solving business problems is the general criterion for measuring success... SAP provides us with the powerful tools we need to solve our business problems.

More information

Integrated engineering with COMOS and SIMATIC PCS 7

Integrated engineering with COMOS and SIMATIC PCS 7 siemens.com/comos-pcs7 Integrated engineering with COMOS and SIMATIC PCS 7 Added value throughout the entire plant lifecycle: Maximum data consistency from planning through automation up to operation.

More information