Group 1 Releases Latest Version Of Centrus
Group 1 Software announced enhancements to all of the products in its Centrus business geographics suite. Through its embeddable technology and array of third-party data sources, Centrus provides a solution to operational problems where location is critical.
Infra Releases PDA Support For Field Technicians
Infra Corporation has released support for PDAs that will increase the efficiency of field technicians by allowing them to access incident and problem job tickets and configuration data while on the move. The PDA module leverages the fully web-based architecture of Infra's service management application, infraEnterprise, to provide data screens specifically adapted for Blackberry and iPAQ PDAs. (about Infra)
SSPA Benchmark Study
The Service & Support Professionals Association (SSPA) announced Key Findings of a research project gaining insight into the state of the support industry. The 2003 Support Industry Benchmark Study is the 6th consecutive examination of the support industry conducted by the SSPA, reporting on critical benchmarks and best practices used within the support industry. One point of interest is that Web self-service has skyrocketed while the effectiveness of it remains grounded. (about SSPA)
Utility Gets Return from mySAP CRM
SAP AG announced the latest in a series of studies demonstrating the return on investment (ROI) customers achieve using mySAP CRM. Conducted by the ROI Review, the new report concludes that mySAP CRM delivered a break-even of just over two years and an internal rate of return of 23 percent over three years for Austrian utility company Energie AG. mySAP CRM has helped Energie AG enhance its service offering and has delivered operational value by improving the company's technical responsiveness as well as the effectiveness of its planning activities.
Motive Selected by Tin.it
Motive announced that Tin.it is using the Motive Service Management Suite to provide its Internet customers with an automated pre-qualification and support solution. Tin.it also worked closely with Motive's Italian partner, Bizmatica, for the Motive implementation. Built on Motive technology, the new service "HelpExpress" has been deployed in Italian to guide Tin.it's broadband subscribers through the necessary steps to automatically qualify their PCs for ADSL Internet services. (about Motive)
Honeywell Aerospace With Siebel
Siebel Systems announced that Honeywell Aerospace is reporting substantial gains from its ATLAS (Aerospace Total Account System) customer relationship management (CRM) platform based on Siebel business applications. Since implementing ATLAS, Honeywell Aerospace has increased on-time closure rate of service issues from 45 percent to 83 percent and reduced customer response time by 27 percent, leading to a 38 percent improvement in customer satisfaction. (about Siebel)
IBM Selects PeopleSoft
PeopleSoft announced that IBM has licensed PeopleSoft Enterprise Services Procurement, a component of PeopleSoft's Supplier Relationship Management solution. IBM will use the solution to manage its relationships with suppliers that provide information technology services personnel. (about PeopleSoft)
Business Objects Joins IBM ISV Advantage
Business Objects announced it has joined IBM's ISV Advantage Initiative, a program designed to provide independent software vendors (ISVs) with
technical and marketing support to help meet the specific information technology (IT) needs of small and medium business (SMB) companies.
KANA And Blue Cross Blue Shield Partner
KANA announced the company has signed a national marketing agreement with the Blue Cross and Blue Shield Association (BCBSA), the association for the nation's 41 independent Blue Cross and Blue Shield health insurance Plans. BCBSA chose to work with KANA for its experience in meeting the unique needs of the healthcare industry through CRM applications.
ICT Group Expands Reach In Mexico
SER Solutions announced that ICT Group will expand its reach in Mexico with the deployment of SER's Call Processing system and advanced Telephony Services Platform (TSP). As one of the top ten teleservices agencies in the United States that use SER's CPS contact center solution, ICT Group services domestic and multinational corporations and institutions in the financial services, insurance, telecommunications, healthcare, information technology, media, energy and hospitality industries. To ensure optimum operating efficiencies, ICT has replicated the success by using SER's technology platform in their Mexico contact center, which provides sales and service support for U.S. Mexican, and Other Latin American markets. (about ICT Group)
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