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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 customer service jobs uk


One Vendor’s Mission to Make Service Businesses Click - Part 1
My recent series of tutorial articles entitled “Navigating Between Service Management Scylla @ Charybdis” and “The Magic Behind Planning and Executing (Optimal)

customer service jobs uk  way that the estimated customer demand for service is optimally covered. The rostering factors take into account the makeup of the shift and skill requirements, as well as employee calendars and preferences. Recent Acquisitions Bring About More Growth Engines In April 2009, ClickSoftware completed the acquisition of the workforce management business of Manchitra , a business based in India, for approximately US$2.6 million . These assets were transferred to the newly formed subsidiary, ClickSoftware

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

Field Service Management (FSM)

Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the intallation, maintanance, reparing, and meter reading for industries relying heaviling on equipment. FSM workers require functionality for customer engagement management, service and asset management as well as workforce management. Since most activities in FSM take place outside of the office, mobility is a big component of the a FSM software solutions. Typically, FSM software is not used as a stand-alone solution, as it needs to integrate with Financials, ERP, CRM and EAM to ensure accurate data exchange. Even if its main purpose is to maintain and repair equipment, it can also be used to gather customer satisfaction and equipment performance feedback. To allocate human resources efficiently, workforce management is an integral part of an FSM system. 

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Lean Manufacturing: A Primer


Lean manufacturing emphasizes the minimization of the amount of all the resources (including time) used in the various activities of the enterprise. The typical areas of hidden waste are over-production, waiting, transportation, over-processing, motion, excessive inventory, and defective units.

customer service jobs uk  the approach of maximizing customer value and eliminating hidden waste (i.e., any activity that does not add value to the goods or service in the eyes of the consumer) inevitably leads to the removal of unnecessary operating costs (including some unneeded jobs). There are seven typical categories of hidden muda or waste, as follows. Overproduction . Overproduction consists of making either unneeded, excess goods or making needed goods too early or in too large a quantity. This could also be described as Read More

Agresso Bucks the Slump (and Fights the “ERP Madness”) - Part 1


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customer service jobs uk  added the modules for customer relationship management (CRM ), human capital management (HCM ), and governance, risk management & compliance (GRC) . These products, many of which can be deployed on-demand, were not written in the VITA architecture and have to be integrated into native ABW modules via a service oriented architecture (SOA) manner. They are thus referred to as BLINC Plug-ins . Most recently, the vendor announced Agresso Talent Management as a BLINC Plug-in Web-based software suite for Read More

Lawson Software-IPO and Several Acquisitions After Part Two: Retail and Professional Service Initiatives


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customer service jobs uk  the strengths of their customer value proposition for large and high-transaction volume retail. Professional Service Automation Initiatives Although some might regard professional service automation (PSA) as another up-and-coming vertical market, Lawson regards it as a product, rather than a vertical market, called Lawson Service Process Optimization (SPO) , which others may also be referring to as project portfolio management. Lawson SPO is being managed as a product, although Lawson still has Read More

The TEC Quick Case for Tero Software


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The Power of Web Self-Service


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customer service jobs uk  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. Read More

Software as a Service Is Gaining Ground


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Optimal Service-parts Management


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customer service jobs uk  and profit growth. Increasing customer demands and a dynamic marketplace are forcing these organizations to operate at new levels of flexibility and responsiveness, to address customer requirements and attain targeted profit margins. Read More

IFS Field Service Management: Field Service Management (FSM) Competitor Analysis Report




customer service jobs uk  Field Service Management: Field Service Management (FSM) Competitor Analysis Report Read More

TechRadar: Customer Analytics Methods, Q1 2014


Customer insights professionals are faced with tough decisions about which combination of methods will have the biggest impact on marketing and customer experience goals. And new techniques continue to emerge as the complexity of customer data increases. Forrester has identified 15 key customer analytics methods that customer insights professionals must master.

customer service jobs uk  Customer Analytics Methods, Q1 2014 Customer insights professionals are faced with tough decisions about which combination of methods will have the biggest impact on marketing and customer experience goals. And new techniques continue to emerge as the complexity of customer data increases. Forrester has identified 15 key customer analytics methods that customer insights professionals must master. Read More

Reverse Logistics for Service


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customer service jobs uk  increase productivity, improve the customer experience, and significantly reduce costs. Find out more. Read More

The Importance and Benefits of Automatic Technician Scheduling in Field Service Operations


Deciding which technicians to assign to service orders, and when to schedule and dispatch them can be a tricky if not complicated process. And that’s not all! Service demands and schedules are incredibly dynamic and constantly changing throughout the day. Most service companies today require an automated and real-time approach to scheduling field service staff. Know the benefits of implementing a dynamic scheduling engine.

customer service jobs uk  Importance and Benefits of Automatic Technician Scheduling in Field Service Operations Deciding which technicians to assign to service orders, and when to schedule and dispatch them can be a tricky if not complicated process. And that’s not all! Service demands and schedules are incredibly dynamic and constantly changing throughout the day. Most service companies today require an automated and real-time approach to scheduling field service staff. Know the benefits of implementing a dynamic scheduling Read More

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Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you manage every part of the interaction and experience your customers have with your company? Learn how to develop a customer-centric approach that will make your customers feel not only connected, but delighted, loyal, and able to be a consistent advocate of your brand.

customer service jobs uk  the Customer Experience Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you manage every part of the interaction and experience your customers have with your company? Learn how to develop a customer-centric approach that will make your customers feel not only connected, but delighted, loyal, and able to be a consistent advocate of your brand. Read More

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customer service jobs uk  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). Read More

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Most IT service providers have always and continue to operate in a break/fix service environment. When a customer calls with an issue, the service provider drops everything to fix it. Under these circumstances, service providers have a difficult time forecasting monthly revenues and staffing needs, which has a huge impact on profitability. Add to this the intense competition, excessive customer turnover, low technician utilization rates, and shrinking margins that characterize today‟s market, and the result is IT service providers anxious to find a new way of delivering their services. Learn about innovative IT-as-a-Service initiatives that are defining the new IT value chain of the future.

customer service jobs uk  service environment. When a customer calls with an issue, the service provider drops everything to fix it. Under these circumstances, service providers have a difficult time forecasting monthly revenues and staffing needs, which has a huge impact on profitability. Add to this the intense competition, excessive customer turnover, low technician utilization rates, and shrinking margins that characterize today‟s market, and the result is IT service providers anxious to find a new way of delivering their Read More