Abstract: This white paper introduces customer
self-
service and how using Surado Web
Self-
Service can increase customer satisfaction, reduce costs, and increase return on investments (ROI). The key is to understand your customer, your products and services, and the tools available to deliver
service to maximize customer satisfaction and reduce customer
service costs. This paper will discuss the various
self-
service options available, how to utilize best practices, delivery technology and how customer
self-
service is tied to the 'big picture' of customer relationship management (CRM).
PubDate: 4/29/2005 9:33:00 AM
Abstract: Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many organizations, just the cost savings make the investment in self-service worthwhile. But the self-service business case isn’t built on cost savings alone. There’s a bigger, more customer-focused picture to consider, where the customer experience plays the key role.
Abstract: Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves the speed, consistency, and convenience of information sent to customers, and decreases costs. Knowledge bases play a key role in helping enterprises achieve greater return on investment because they link web- and speech-based self-services together. In particular the emergence of VoiceXML has truly shifted speech and IVR platform hosting options.
Abstract: In order for employee self-service (ESS) and manager self-service (MSS) technology to be effective, it must serve multiple purposes for multiple business units while blending seamlessly with existing systems. This white paper provides insight into how ESS
Abstract: In this document, we will explore the power of online self-service and how it contributes to healthy customer relationships and delivers viable cost savings. We will also address how technology from Epicor Software Corporation, a leader in the CRM space, can help deliver successful self-service.
Abstract: An automated data center promises to self-configure, self-optimize, and self-protect. When looking to implement an automated data center, one must consider best practices in user and resource provisioning, infrastructure availability, and user management. Doing so will allow automated data centers to expedite the automation processes in IT operations and administration; virtualization and provisioning; security; and availability.
Abstract: The MMOG was a self-assessment process developed by the Automotive Industry Action Group (AIAG) to provide consistent methodology for evaluating supplier performance, identifying weaknesses, and focusing improvement efforts. The Global MMOG/LE incorporates the Odette Logistics Evaluation (OLE), developed by AIAG’s European counterpart, to provide a single global standard for self-assessment. The MMOG is a proven tool for supplier development and provides a recognized industry standard for suppliers who have been asked by customers to complete a self-assessment. Although it was developed by the automotive industry, QAD believes it can be a helpful benchmark tool for customers across many verticals.
Abstract: Most service delivery managers and executives quickly realize that there are a number of 'pain points' involved in trying to manage service delivery efficiently, which can lead to a complete inability to manage business. However, the Service Network Optimization (SNO) model from ServicePower is a set of service offerings and technology designed to help service organizations make the right decisions.
Abstract: IT organizations today are faced with the constant pressure of reducing costs at the service desk, while at the same time ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing service resolution management (SRM) systems. With the addition of SRM, these organizations can address the core issues required to operate an efficient and strategic service desk.
Abstract: This article describes the unique challenges of the service supply chain, provides a framework for understanding the service management decision hierarchy, and highlights the dramatic value proposition available to companies that deploy advanced service strategies and decision-support tools to address these challenges. Brief case studies from leading service organizations Cisco and KLA-Tencor show examples of successful deployments of service supply chain strategies.
Abstract: Organizations are looking for self-service models to manage their internal and external content. Content management systems are the answer, but then the question becomes which to choose—an all-in-one enterprise content management suite, or an integrated, best-of-breed point solution?
Abstract: The role of human resources (HR) professionals has changed dramatically in recent years, as cost control and compliance measures vie for their time. Self-service intranet applications help employees and managers perform key HR activities themselves, reducing the need for HR professionals to get involved in routine minutiae—and allowing them to play a strategic role in their organizations.
Abstract: Written for the IT outsourcing community, this document describes an approach for measuring the business value of IT in order to focus service provision activities on areas that are of priority to the client. It introduces a quality improvement process that can decrease the cost of service provisioning without impairing service quality. The intended audience includes those responsible for designing a solution, managers of an existing service, and people bidding for new business looking to differentiate their services. By measuring and reporting on the business value of an IT service, outsourcers' clients see the contribution being made to the success of their clients' business ventures. As a result, the outsourcers' relationships will transition from supplier to partner, they become better placed to exploit new business opportunities, and save money by focusing efforts on areas that are important to their clients.
Abstract: Employee self-service (ESS) is an online technology that automates workflow, and allows both employees and managers to view and update human resources (HR) and payroll information. It often includes time-off management, and can serve as a central portal for communicating company documents and announcements. ESS disperses routine tasks back to the level of origination--employees and their managers.
Abstract: Today’s knowledge workers spend more time sorting though a huge amount of information and less time adding value to it. Enterprises have responded by moving to a self-service business intelligence (BI) model. But that often conflicts with efforts to control, secure, centralize, and optimize their BI environments. Learn how you can get the right data now, while maintaining information quality and operational security.
Abstract: Networked printers and multifunction peripherals often require a high level of support and manual intervention. Secure remote monitoring platforms reduce device downtime by automating service alerts and meter reading, and providing proactive toner replenishment. Users benefit from improved device uptime, and manufacturers and their service partners can build proactive service relationships that can drive customer loyalty.
Abstract: With the resurgence of the service market sector, the need for value-added and cost effective delivery of services to create competitive advantage has become more important. Professional and embedded service firms are turning to technology in order to stay ahead and grow their business. This white paper provides a comprehensive market analysis developed through a survey of technology decision makers in service-based organizations.
Abstract: GeoEye is the leading provider of map-accurate commercial imagery to the US military and intelligence community. In the past, GeoEye lived by the motto that “big problems require big machines.” However, this was presenting the company with significant—and escalating—cost and complexity issues. The solution: a self-managing and self-healing distributed computing environment that required no custom application development.
Abstract: Improved service management boosts revenue from both service offerings and new product sales, while improved customer service and enhanced offerings increase customer retention, and draw new service business, providing an additional, low risk and likely repeated revenue stream over a long period of ownership.