You are here: silicon.com > Resources > White Papers > IT Management > Business Functions > Customer Support Services

Customer Support Services White Papers

mySAP CRM Powers New, More Efficient Delivery of Services and Reporting Capabilities

Tags:
customer support services

Overview The London Borough of Southwark wanted to provide single, reliable, robust, consistent customer data set, offering a holistic view of customer-related data and improve customer service. The challenge was to improve consistency and accuracy of service and reduce manual and paper-intensive processes. The London Borough of Southwark implemented the mySAP Customer Relationship Management (mySAP CRM) solution and the SAP Business Information Warehouse (SAP BW) component (part of the SAP NetWeaver Business Intelligence component) and with the resulting transparency of data, achieved tremendous efficiencies, customer understanding, and service improvement.

Further White Paper Details
Publisher	SAP	File Format	PDF
Date Published	March 2006
Format	Case Studies
Topics	Customer Support Services, CRM Software, Business Intelligence - Data Warehousing

Did you find this white paper useful? 1 out of 2 users found this white paper useful

Mashing it up with Support: Automate, Coordinate and Collaborate with the Incident Escalation Mashup

Publisher:
Serena Software

Eight Strategies for First-rate Customer Service

Publisher:
Cisco Systems

Health Plan Customer Experience: From Enraged to Engaged

Publisher:
Microsoft Tips

Using the Six Laws of Persuasion in Negotiations

Publisher:
Global Knowledge

Helsingin Sanomat Maximizes Advertising Revenue With Improved Customer Service and Marketing

Publisher:
Oracle

Tags:
customer support services

Microsoft keen to think small

Last year, the company launched a customer relationship management (CRM) system, its first set of business applications for the small-business segment. The package also aims to aid companies in tracking customer service and inventory issues and to...

Channel:
SME Director
Tags:
microsoft,
sme

Avaya: From PBXes to CRM?

Avaya is counting on strong growth in this business intelligence/CRM hybrid sector within the next year, saying: "Customer relationship management will eventually become just relationship management. While Lucent's top brass were confident they...

Channel:
Comment & Analysis

Strategic Vision: Giga Information Group on CRM

Primarily, they have focused on the foundation (planning/managing) part of the customer cycle (order entry, production, fulfillment and billing), whereas customer relationship management (CRM) applications have focused on the rest of the customer...

Channel:
Comment & Analysis

CIO Jury: Oracle's Siebel buy won't affect us

For user organisations it is still a choice between costly investment in one enterprise-wide commitment versus the component-based approach, according to Richard Steel, head of ICT at the London Borough of Newham.

Channel:
CIO Jury
Tags:
siebel,
oracle

Poor CRM failing customers

European businesses are failing to meet customer expectations due to ineffective use of Customer Relationship Management (CRM) technology - and UK consumers are suffering the most. Loic le Guisquet, senior VP for CRM at Oracle, said the tech exists...

Money laundering to fuel $4.8bn bank IT bonanza

Aside from traditional business intelligence vendors, Datamonitor says data management, enterprise resource planning and customer relationship management companies are set to cash in. Business intelligence and analytics software will be key in...

Channel:
Law & Policy

Featured White Papers

IDC reports on Novell's Secure Desktop Solution: A Modern-Day Marriage of Business Benefit and Risk Reduction

This IDC whitepaper examines how companies are turning to integrated security solutions, such as Novell Secure Desktop Solution, to deal with the vulnerability of mobile assets and implement a comprehensive security strategy.

Publisher:
Novell

Green IT: Reducing your Carbon Footprint with Citrix

Going green has become an imperative, not an option, for companies facing the new reality of balancing business objectives with dwindling environmental resources. Read on to learn how Citrix products can help bring environmental and organizational objectives into alignment by alleviating the energy impact of equipment needed to serve both the datacenter and the desktop.

Publisher:
Citrix Systems

Identity and Security Management and Strong Information Technology Goverance

A total identity and access management (IAM) – driven goverance, risk and compliance (GRC) solution should ensure foolproof and accurate measurements of policies and practises across the enterprise. This IDC white paper examines identity and security management (ISM) solutions and how these integrated offerings can play a key role in enforcing security compliance.