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- What's more important at the entry-level, a service attitude or technical aptitude?
- I'm looking at hiring people for a couple of new IT positions in my office. One of these jobs is for a full-time professional that we hope can help us on some upcoming Web development projects. The other position is for a part-time support assistant, and since we're based here...
- Tags: Hiring, Customer Service, Position, Qualification, Recruitment & Selection, Product Marketing, Customer Relationship Management (CRM), Human Resources, Workforce Management, Marketing, Enterprise Software, Software, William Jones
- Blog posts 2008-04-29
- Leading U.K. Retailer Uses Pocket PCs to Reduce In-Store Queuing Times
- As part of an initiative to improve customer service measures, WHSmith wanted to drastically reduce in-store queuing times. During peak periods, queue lengths vary drastically, as the pass-through rate of 'Quick purchase' customers is very high. It needed a solution which could be implemented quickly and would allow store assistants...
- Tags: Customer Service, PC, Microsoft Corp., Pocket PC, Scanners, Product Marketing, Customer Relationship Management (CRM), Desktops, Handhelds, Hardware, Peripherals, Marketing, Enterprise Software, Software
- Case studies
- Pension Insurance Provider Boosts Worker Productivity, Improves Customer Service
- New pension laws in Norway provided an opportunity for Vital Forsikring ASA, a life and pension insurance company, to boost the number of subscribers to its products. But after several mergers, Vital found itself with a myriad of mainframe systems running different applications. The company decided to build a new...
- Tags: Customer Service, Insurance Company, Microsoft Corp., Worker, Vital Forsikring ASA, Mainframes, Insurance, Product Marketing, Service-Oriented Architecture (SOA), Portals, Customer Relationship Management (CRM), Web Services, Servers, Hardware, Business Operations, Corporate Insurance, Marketing, Enterprise Software, Software, Internet
- Case studies
- Norwood Promotional Products Makes Positive Impression With New Ordering System
- With 15 worldwide locations, Norwood Promotional Products is the leading supplier of promotional items in the United States. The company wanted to automate and simplify ordering processes, making it easier for their customers to do business with the company. The challenge was to improve visibility to enhance customer service and...
- Tags: Ordering System, PeopleSoft Inc., Customer Service, Oracle Corp., Product Marketing, Customer Relationship Management (CRM), Portals, Marketing, Enterprise Software, Software, Internet
- Case studies
- MyDanka.com Enhances Service Delivery, Increases Operational Efficiency Through Self-Service
- MyDanka.com is an Internet-based customer service portal for Danka Business Systems PLC, a leading independent provider of enterprise imaging systems and services. MyDanka.com wanted to implement a secure, customer-facing, user-friendly, single sign-on Web-portal to allow customers to manage multiple accounts and automate opening and closing of customer service requests and...
- Tags: Customer Service, Oracle Corp., MyDanka.com, Portals, Product Marketing, Customer Relationship Management (CRM), Web Technology, Internet, Marketing, Enterprise Software, Software
- Case studies
- Mitsubishi Motors North America, Inc. Enhances Customer Service and Reduces Costs With Integrated CRM Initiative
- While Mitsubishi Motors North America, Inc. MMNA has made significant inroads into the North American market, it has wrestled with an issue facing many automotive manufacturers and financial services companies. After the initial sales and financing process, automotive customers often feel they are treated as numbers, not as individuals. MMNA...
- Tags: Mitsubishi Corp., Customer Service, Oracle Corp., CRM, Financial Accounting, Financial Planning, Customer Relationship Management (CRM), Finance, Enterprise Software, Software
- Case studies
- Mail Order Firm Enhances Reporting, Improves Customer Service, and Cuts Licensing Costs
- Germany's third largest mail order company neckermann.de GmbH employs 7,800 people and recorded revenues of €1.71 billion (U.S.$2.03 billion) in 2004. A third of the company's sales are generated through 700,000 agency customers. Field service staff, responsible for supporting these, historically received business updates from headquarters every two weeks. As...
- Tags: Customer Service, Agency, Mail-order, Microsoft Corp., Sales Channel, Advertising & Promotion, Databases, Sales, Marketing, Enterprise Software, Software, Data Management
- Case studies
- Towngas Optimizes Customer Service Capabilities With BMC PATROL Management Solutions
- Hong Kong and China Gas Company Limited known as Towngas is a leading utility in Hong Kong and China, supplying gas for almost 1.5 million households and businesses throughout Hong Kong. For the Towngas information technology department, the primary challenge was to build, manage and maintain a technical environment that...
- Tags: BMC Software Inc., Customer Service, BMC Patrol, Hong Kong, Towngas, It Management, It service Management
- Case studies
- Island Government Implements Customer Service Solution in Just Four Months to Contribute to U.S. $35 Million Savings Target
- The States of Jersey governs an island country of about 88,000 citizens. The States of Jersey wants to offer the Island's citizens better, simpler and cheaper public services through a one-stop shop environment using a Customer Service and telephone Centre CSC and a transactional Web site. Working with Microsoft Consulting...
- Tags: Customer Service, Computer Sciences Corp., Microsoft Corp., Product Marketing, Customer Relationship Management (CRM), Government, Marketing, Enterprise Software, Software
- Case studies
- Insurance Company Streamlines Corporate Marketing and Customer Service With CRM Solution
- PT Asuransi Allianz Utama Indonesia is a subsidiary of global insurer and financial services provider Allianz Group. It required a Customer Relationship Management CRM system which could: Provide a more cost-effective means of tracking customers and prospects. Integrate with the company's existing business applications. Streamline processes to improve customer service....
- Tags: Customer Service, CRM Solution, Streamline, Microsoft Corp., CRM, Customer Relationship Management (CRM), Insurance, Product Marketing, Microsoft Windows Server 2003, Financial Planning, Advertising & Promotion, Enterprise Software, Software, Business Operations, Corporate Insurance, Marketing, Operating Systems, Microsoft Windows, Finance
- Case studies
- Vehicle Leasing Company Boosts Customer Service With Automated CRM Solution
- STVE, a vehicle and equipment-leasing company, found it difficult to serve customers with its time-consuming manual processes. STVE looked at several Customer Relationship Management CRM solutions to help manage its customer services before selecting Microsoft Dynamics CRM. The Microsoft solution proved far less expensive than the others, yet it enabled...
- Tags: Customer Service, CRM Solution, Microsoft Corp., CRM, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Product Marketing, Software, Marketing
- Case studies
- Egyptian Beverages Company Transforms Customer Service With CRM and Retail Solution
- Drinkies is the retail arm of Al Ahram Beverages Company ABC, the leading beverages group in the Middle East, which is owned by Heineken. Despite the success of its call centre for handling customer orders, the lack of integration between its retail outlets and call centre meant it was difficult...
- Tags: Customer Service, ABC Inc., Microsoft Corp., CRM, Drinkies, Customer Relationship Management (CRM), Advertising & Promotion, Food & Beverage, Enterprise Software, Software, Marketing, Manufacturing
- Case studies
- Parelli Natural Horsemanship, Inc. Improves Financial Processes and Customer Service With Integrated IT Infrastructure
- Parelli Natural Horsemanship, Inc. offers the world's first "Do-it-yourself" horse-human development program. The company wanted to improve its ability to accept, fulfill, and process payments for customer orders rapidly and accurately. The challenge was to integrate data from Parelli's four profit centers - product sales, education, tours, and Savvy Club...
- Tags: Business Process, IT Infrastructure, Customer Service, Oracle Corp., Financial, Information Technology, Product Marketing, Customer Relationship Management (CRM), Operational Planning, Marketing, Enterprise Software, Software, Business Operations
- Case studies
- Red Dot Corporation Automates Business Processes to Improve Competitive Advantage
- Founded in 1965, Red Dot produces and assembles products in Seattle, Wash.; Memphis, Tenn.; and the United Kingdom. The company wanted to improve competitiveness and enhance customer service. They wanted to empower management with more accurate and timely business data. Red Dot selected Oracle E-Business Suite applications over Microsoft to...
- Tags: Business Process, Customer Service, Oracle Corp., Competitive Advantage, Dot Corporation, Product Marketing, Customer Relationship Management (CRM), Operational Planning, Pricing, Marketing, Enterprise Software, Software, Business Operations
- Case studies
- Global Distributor Improves Customer Service With Integrated E-Commerce System
- A former division of Westinghouse, WESCO works with more than 24,000 suppliers to distribute products to more than 100,000 enterprise customers around the world. In response to increasing customer demands for better, more efficient online ordering, WESCO deployed a flexible, tightly integrated e-commerce solution built on Microsoft Windows Server System....
- Tags: Customer Service, Distributor, Microsoft Windows Server, Microsoft Windows Server System, Customer, Microsoft Corp., E-business, Web Technology, Microsoft Windows, E-business/E-Commerce, Servers, Operating Systems, Software, Internet, Hardware
- Case studies
- British Butcher Deploys New Solution for Enhanced Customer Service
- The Barton Meat Company provides quality meat, dairy, and speciality food products in the United Kingdom. The organisation's success depends not only on the quality of its products, but also on the standard of its customer service. As a result, it has deployed new technology solutions to streamline order processing,...
- Tags: Food, Customer Service, Microsoft Corp., Organization, British Butcher, Product Marketing, Customer Relationship Management (CRM), Food & Beverage, Marketing, Enterprise Software, Software, Manufacturing
- Case studies
- T-Online France Improves Operational Efficiency and Customer Service With Decision Support System
- T-Online France is the French subsidiary of T-Online International AG, Deutsche Telekom's internet arm. T-Online wanted to provide operating units with control and monitoring data appropriate to their core business areas and improve the precision of decision-making and forecasting processes. The challenge was to optimize customer profitability. The company created...
- Tags: Customer Service, Oracle Corp., Decision Support System, T-Online France, Sales Force Management, Tools & Techniques, Databases, Sales, Management, Enterprise Software, Software, Data Management
- Case studies
- Tessiture Pietro Radici S.p.a. Increases Customer Base With Enhanced Customer Service
- Customer relationships have a strategic importance for the company, and it is essential to manage marketing, sales, and customer care data as efficiently as possible. As such, Tessiture Pietro Radici needed to develop and implement a Customer Relationship Management CRM process that would support marketing and business strategies and provide...
- Tags: Customer Service, Oracle Corp., Customer, CRM, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Marketing Research, Software, Marketing
- Case studies
- Oracle Case Study: Ticket Servicos
- Ticket Servicos is a Brazilian subsidiary of Accor Group, a leader in the hotel, travel, and service industry. Ticket Servicos wanted to improve customer service to maintain competitive advantage. The company wanted to improve the efficiency and effectiveness of Ticket Servicos's call center operation, which handles more than 700,000 calls...
- Tags: Customer Service, Oracle Corp., Call-center, Ticket Servicos, Call Centers, Customer Relationship Management (CRM), Product Marketing, It Operations, Enterprise Software, Software, Marketing
- Case studies
- Customer Service Direct Consolidates Financials, Lowers Costs
- Customer Service Direct, a joint venture partnership between Suffolk County Council, Mid Suffolk District Council, and BT, wanted to consolidate financial, purchasing, and project management on a single platform and integrated suite of applications to streamline cycle times and cut processing costs. The challenge was to gain and share up-to-date...
- Tags: Customer Service, Oracle Corp., Product Marketing, Customer Relationship Management (CRM), Financial Accounting, Marketing, Enterprise Software, Software, Finance
- Case studies
