Downloads

  1. J.D. Edwards CRM Data Model Inheritance 8/7/2003
    The advantages of implementing customer relationship management (CRM) applications are well understood. A single-source, 360-degree view of all intellectual capital speeds information retrieval, ensures data consistency, preserves organizational memory, and allows an organization to turn information into action and action into profits.
  2. IPG Salvages Failed CRM Implementation 8/6/2003
    Financial planning firm utilizes its revived system to improve performance and efficiency across all departments.
  3. Improving Contact Center Productivity through Optimized Workforce Management "A Real World Case Study" 6/23/2003
    The goal of our research was to evaluate the impact that the Navy Federal Credit Union (hereinafter, NavyFCU) experienced following their implementation of Maxima Advantage Vantage Point System (hereinafter, the Maxima System). The Maxima System, developed by Pipkins, Inc. (hereinafter, the Sponsor), is a comprehensive workforce management solution for enterprise-wide, multi-site, call center scheduling, forecasting, and planning. Specifically, we wanted to determine the impact that workforce management had on operating costs, customer (hereinafter, member) satisfaction, call handling times, and loan counselor (hereinafter, CSR) performance, and to calculate the financial value NavyFCU realized by implementing the Maxima System.Submitted by Pipkins.
  4. QualityLogic Success Story 5/30/2003
    QualityLogic develops and markets computer protocol test software. It is the largest independent test organization in the world, and is the only quality management firm with an in-house product development operation. The company's expertise includes software, hardware and systems development know-how that gives customers a major advantage in solving engineering problems. Submitted by Soffront.
  5. Soffront CRM Portal 5/20/2003
    The Soffront CRM Portal is a container that aggregates multiple applications in a single portal interface. Soffront provides application gadgets for employee portal, partner portal and customer portal.
  6. Soffront Self Service 5/20/2003
    Soffront Knowledge Management provides a natural language self-service interface to customers, partners and employees.
  7. Soffront Defect Tracking 5/20/2003
    Soffront Defect Tracking is a web-based defect tracking solution to track product defects and manage product enhancement requests.
  8. Soffront Employee Helpdesk 5/20/2003
    Soffront Employee Helpdesk helps manage IT support tickets from submission to resolution. Soffront offers an integrated CRM spanning marketing, sales, employee support, customer support and portal applications.
  9. Soffront Customer Helpdesk 5/20/2003
    Soffront Customer Helpdesk helps manage customer support tickets from submission to resolution. Soffront offers an integrated CRM spanning marketing, sales, employee support, customer support and portal applications.
  10. Soffront Sales 5/20/2003
    Soffront Sales helps close more sales, forecast better and improve sales force productivity. It provides for sales process workflow, contact management, quote generation, opportunity tracking, outlook integration and mobile access.