TechRepublic Resources
- Harvey Nichols - Commitment to customer satisfaction
- One of the UK's best known premium retail brands, Harvey Nichols has a varied and growing IT infrastructure, with an IT department supporting 2,000 users generating over 1,000 support calls per month. The use of the Touchpaper solution has helped Harvey Nichols to streamline its support function and improve response...
- Tags: Information Technology, Customer Satisfaction, Strategy, Product Marketing, Management, Marketing
- Case studies
- Web-Based Training Boosts Company's customer satisfaction to 97 Percent
- Fuji Xerox Australia is one of Australia's leading providers of document production equipment and related software. The aggressive product release cycles required to keep the company at the top of its game in the document management business were increasing pressure on the company's training budget. With its 1,400 employees in...
- Tags: Web-based Training, Australia, Customer Satisfaction, Microsoft Corp., Training, Document Management, Workforce Management, Content Management, Managerial Accounting, Groupware, Enterprise Software, Software, Finance, Human Resources
- Case studies
- Demands for More Data Storage, Improved Processing, and Higher customer satisfaction Drive the Rapid Growth of Very Large Databases
- For scientific and technical publishing giant Elsevier, building the second-largest UNIX-based OnLine Transaction Processing OLTP database wasn't about the technology achievement or awards it might win. It was all about serving the customer better. Performance and availability were key driving factors in the construction of Elsevier's Electronic Warehouse, which was...
- Tags: Data Storage, Oracle Corp., OLTP, Customer Satisfaction, Databases, Storage, Enterprise Software, Software, Data Management, Hardware
- Case studies
- SAS Helps Wachovia Grow customer satisfaction and Loyalty
- Heightened competition in the financial services industry is driving Wachovia Corp. and other institutions to become more customer-focused. With help from SAS, Wachovia, one of the largest providers of financial services to retail, brokerage and corporate customers, has achieved increased customer loyalty and profitability since placing an emphasis on customer...
- Tags: SAS Institute, Customer Satisfaction, Wachovia Corp., Product Marketing, Marketing
- Case studies
- Zurcher Kantonalbank Improves customer satisfaction and Increases Share of Wallet
- Zurcher KantonalBank's (ZKB's) retail, commercial, and investment banking divisions relied on separate, disconnected systems. As a result, the bank had a fragmented view of its customers, which made it difficult to provide seamless customer service and identify new business opportunities. The bank needed to present one face to the customer...
- Tags: Bank, Oracle Corp., Customer Satisfaction, Zurcher Kantonalbank, Financial Services
- Case studies
- Scorecard Solution Helps Online Travel Company Measure the Road to Greatness
- There were a few savvy companies that survived the bust - no doubt because they offered real products and services that showed real returns. One of those companies is U.S.-based Expedia, which has become the largest online travel agency and the fourth largest travel company in the world since going...
- Tags: Expedia Inc., Performance, Customer Satisfaction, Microsoft Corp., Travel Company, Product Marketing, Performance Management, Marketing, Human Resources, Workforce Management
- Case studies
- Sernam Increases Employee Productivity and Improves customer satisfaction With an RFID Parcel Tracking System
- Sernam needed to be able to handle unpredictable spikes in package volume, reduce tracking errors and meet delivery deadlines. Sernam sought to improve its market position by transforming itself into an innovative, service-oriented organization. Sernam teamed with IBM to deploy an innovative Radio Frequency IDentification RFID system that reliably tracks...
- Tags: Customer Satisfaction, IBM Corp., RFID, Wireless, Security, Biometrics
- Case studies
- New Mobility CRM Cuts Time of Sales Calls and Improves customer satisfaction
- John Sands had a problem: an old and failing information system that was unsupportable and that covered only a small proportion of the company's field sales team. John Sands also had an ambition: a simple and cost-effective information storage and retrieval system that could replicate current business processes and help...
- Tags: Mobility, Customer Satisfaction, Microsoft Corp., Sales Strategy, Sales Force Management, Sales
- Case studies
- Escalator and Elevator Manufacturer Improves customer satisfaction and Cuts IT Costs
- Schindler Elevator Corporation is a major force in the escalator and elevator business, with much of its revenue derived from service and maintenance calls. Technicians were using a field service application running on proprietary mobile computers that were heavy and hard to read - and had a short battery life....
- Tags: Information Technology, Customer Satisfaction, Microsoft Corp., IT Cost, Product Marketing, Pocket PC, Handhelds, Marketing, Hardware
- Case studies
- New Speech-Enabled Telephone Banking System Will Improve customer satisfaction While Lowering Service and Telecommunications Costs
- Woodforest National Bank has experienced significant growth recently, particularly for in-store retail operations in Wal-Mart and grocery chains. However, Woodforest's existing Dual-Tone Multi-Frequency DTMF telephone banking solution was not keeping up with call volumes and customer demand for new features. In addition, the system required expensive "Switched" long distance. The...
- Tags: Bank, Phone, Customer Satisfaction, Telecommunications, Microsoft Corp., Woodforest National Bank, Telecom & Utilities, Banking, Product Marketing, Financial Services, Marketing
- Case studies
- SITEL France Enhances customer satisfaction and Increases Revenue and Services
- It should come as no surprise to find that one of the world's largest operators of call centers relies on the world's most successful Customer Relationship Management CRM software. SITEL France has been using Oracle's Siebel Call Center almost from the day the company was launched. SITEL first began using...
- Tags: Revenue, Oracle Corp., Call-center, Siebel Systems Inc., Customer Satisfaction, SITEL France, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- Saab Cars USA, Inc. Increases Lead Follow Up and customer satisfaction From 38% to 50%
- Founded in 1937 as a military aircraft manufacturer, Saab Automobile AB, now operates independently in more than 50 countries as a luxury brand of its owner General Motors. With larger rivals launching aggressive marketing campaigns, significant price incentives, and inexpensive financing offers, Saab Cars USA looked inward in 2001 and...
- Tags: Oracle Corp., Customer Satisfaction, Saab, Investment, Financial Accounting, Marketing Research, Finance, Marketing
- Case studies
- Web Survey Solution Provider Reduces Meeting Time by 60 Percent
- Founded in 1994, Greenfield Online is a worldwide Internet survey solution provider. Because the company is rapidly growing, it requires weekly meetings to review sales, projects, and customer satisfaction reports. In addition, its projects are continually changing and therefore need real-time attention and decision making. Yet Greenfield Online had difficulty...
- Tags: Web, Solution Provider, Customer Satisfaction, Microsoft Corp., Microsoft Office Live Meeting, Microsoft Office, Product Marketing, Office Suites, Software, Marketing
- Case studies
- Mortgage Lender Improves customer satisfaction With Quicker Response Time
- Pinnacle Financial is a direct mortgage lender that provided more than U.S.$3.5 billion in home financing in 2004. The competitive, fast-paced business of mortgage lending demands rapid processing of a loan to ensure customer satisfaction. But Pinnacle Financial employees located in the branch offices were limited in their e-mail management...
- Tags: E-mail Management, Customer Satisfaction, Mortgage Company, Microsoft Corp., Pinnacle Financial, Product Marketing, E-mail, Mortgages, Marketing, Online Communications, Finance, Capital Structures
- Case studies
- Carnival UK Steers a Course to customer satisfaction With Avaya IP Telephony and Customer Contact Centre Solutions
- One of the world's great cruise companies, Carnival UK, realised that its contact centres were in need of a technology overhaul when it came to: keeping up with growing customer demands, limited call distribution, difficulties in managing peaks in call demand and a high total cost of ownership were all...
- Tags: Telephony, IP Telephony, Customer Satisfaction, Avaya Inc., Carnival UK, Branding, Roi/Tco, Product Marketing, VOIP, Telecommunications, Marketing, Finance, Managerial Accounting, Networking
- Case studies
- TeliaSonera Improves customer satisfaction With Solutions From BMC Software
- Looking to meet IT Infrastructure Library ITIL standards for best practices in IT service management, TeliaSonera turned to BMC Remedy IT Service Management solutions. As a result, not only was the company was able to reduce costs and improve customer satisfaction, it was also able to achieve a return on...
- Tags: BMC Software Inc., TeliaSonera, Customer Satisfaction, ITIL, It Management, Service Level Management, It Services, It service Management, It Operations
- Case studies
- NICE Systems Case Study: Office Depot
- With worldwide 1996 sales in excess of $6.1 billion, Office Depot operates 581 retail stores and 23 Delivery Warehouses in the United States. Customer satisfaction is the driving force behind the success of Office Depot. So when the fast-growing Delray Beach, Fla. retailer began exploring ways to increase productivity at...
- Tags: Office Depot Inc., Customer Satisfaction, NICE Systems Ltd., Workforce Management, Recruitment & Selection, Call Centers, Retail, Sales Strategy, Customer Relationship Management (CRM), Human Resources, It Operations, Sales, Enterprise Software, Software
- Case studies
- Vicon Boosts Visibility and customer satisfaction With Integrated Sales and Service
- While singular in its ability to offer an integrated solution for both digital optical and video-based motion tracking, Vicon was facing an all-too-common business problem. The company was employing two applications for Customer Relationship Management CRM: Salesforce and RightNow. Having disparate applications for sales and service was creating problems with...
- Tags: Salesforce.com Inc., Customer Satisfaction, Sales Force Management, Sales
- Case studies
- Increasing customer satisfaction Through a Demand-Chain Network Solution
- Serious skiers thrive on speed, and Intrawest puts that need for speed at the center of its resort operations. Through the use of Microsoft Windows 2000 - based Demand Chain Network solutions from Microsoft Certified Solution Provider Pivotal, Intrawest resort personnel have instant access to each client's vacation preferences. The...
- Tags: Customer Satisfaction, Microsoft Corp., Microsoft Windows, Microsoft Windows 2000, Product Marketing, Operating Systems, Software, Marketing
- Case studies
- Gain a Competitive Advantage With CRM & Business Intelligence
- In this webcast, the listener will learn how to gain actionable insight into his or her business to improve productivity, revenues and customer satisfaction. The listener will also hear how DNA Group of Raleigh, NC implemented CRM and business intelligence best practices that improved staff productivity and customer satisfaction, giving...
- Tags: Revenue, Competitive Advantage, Customer Satisfaction, CRM, Product Marketing, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- Webcasts
