Service Organization Management Software, Hardware, Services and Research Papers

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Service Delivery Innovation: Creating Client Value and Enhancing Profitability by SAP America, Inc.

August 2008 - (Free Research) Read how you can increase client value and lower costs through implementing more efficient resourcing and partnering processes and cocreating value with your clients.

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Real-Time Field Force Optimization: Dynamic Scheduling & Dispatch as SLM Best Practice by Astea International Inc. (E-mail this company)

September 2005 - (Free Research) This paper explores how the use of scheduling technology can help companies attain and extend the benefits of SLM by providing service-aware dispatching tools that can greatly improve the efficiency of technicians and dispatchers alike--simultaneously improving service levels and reducing cost.

(WHITE PAPER)

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Service Lifecycle Management for IT Equipment - Tackling the Profitability Crunch by Astea International Inc. (E-mail this company)

August 2005 - (Free Research) The IT Equipment Service market is riddled with complexity, plagued by competition & challenged by shrinking margins. This paper provides insight from recent conversations with leading service companies to discover how SLM principals are being used to combat the complexity, growing competition & shrinking profit margins in the IT Services Industry

(WHITE PAPER)

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Astea Alliance Service Management Suite by Astea International Inc. (E-mail this company)

Astea Alliance service management suite integrates & optimizes business processes for Contact Center, Field Service, Depot Repair, Logistics, Professional Services, & Sales & Marketing. Astea helps organizations maximize the value of their service operations by providing comprehensive, cost-effective solutions that optimize the service enterprise.

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Contact Center Consolidation by CosmoCom Inc

July 2008 - (Free Research) Improving access to contact center resources is more challenging when agents are distributed across multiple locations. View this webcast for insight into Contact Center Consolidation.

(WEBCAST)

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Using Web-based Support Tools to Improve Customer Service by CRMindustry.com (E-mail this company)

June 2007 - (Free Research) The Web has been the focus for some time of businesses looking to improve processes and deploy technologies surrounding service delivery. Learn how Service-centric organizations have already integrated their in-house service and support applications to improve customer interaction on the web.

(WHITE PAPER)

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Supportindustry.com 2006 Service and Support Metrics Survey by CRMindustry.com (E-mail this company)

March 2006 - (Free Research) In March 2006, SupportIndustry.com conducted a survey of high-level executives representing a range of industries. The data gathered provides valuable insight into a range of issues and challenges important to service and support executives. Read our fourth annual report covering trends in service and support.

(WHITE PAPER)

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The Role of Web-Based Self-Service in the Support Organization by CRMindustry.com (E-mail this company)

October 2005 - (Free Research) Web-based self-service has evolved as a way for customers to address their own problems and handle tasks that traditionally have been managed by a call center or help desk. Itâs not just a means for deflecting calls from live agents, but it is also viewed as a way for businesses to differentiate themselves and deepen relationships with customers.

(ARTICLE)

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2005 Trends & Directions in Web-Based Support by CRMindustry.com (E-mail this company)

June 2005 - (Free Research) While there's a wealth of rich, increasingly comprehensive technologies available enabling businesses to drive toward true service and support optimization, this paper discusses the decision to deploy and across what channels should depend on a strategy based on clearly defined goals.

(WHITE PAPER)

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Increased Productivity, Decreased Cost, Happier Employees with HelpDesk Software by TechExcel, Inc. (E-mail this company)

April 2006 - (Free Research) Replace existing help desk software because of poor performance and an unresponsive vendor. The new software needed to be easier to use, require less administration, and cut costs. Most importantly, the new software needed to support the informational needs of managers and support staff without requiring them to learn any new technical skills.

(CASE STUDY)

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TechExcel ServiceWise (formerly HelpDesk) - Complete HelpDesk solution by TechExcel, Inc. (E-mail this company)

TechExcel ServiceWise (formerly HelpDesk) is setting the new standard for high-end helpdesk management through a feature-rich platform. TechExcel HelpDesk enables you to manage your IT service support and internal help desk processes including incident tracking, knowledge management, employee self-service, and asset management.

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