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10/4/06 - The Supply Chain Makes Field Service Unique
Many of our readers have written about the challenges associated with parts, test equipment, replacement product, and other tangibles needed in field service. They contend that the complexities associated with the "stuff in the back of the truck" make field service unique.
One reader wrote, "Hardware support is uniquely different because you're dealing with a state change in the item being supported. That is, things wear out and break. The parts logistics element makes field service different and more challenging -- you need a service delivery network."
The past few days, we've talked about the complexities of getting the right people to the right customers at the right time. Now we complicate that service model more by adding, "getting the right parts with the right people to the right customers at the right time."
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Online marketing software provider, Narragansett Technologies, announced RSS-Pro, their integrated email newsletter RSS service. The integration of RSS-Pro with the email marketing software, SpinnakerPro, will enable marketers to distribute content via email, web, SMS, MMS, fax and now via RSS, increasing the number of methods at their disposal for reaching and engaging subscribers.
Oracle introduced Oracle Workforce Scheduling, an offering that helps organizations forecast and schedule workers to meet both customer service and cost objectives. Oracle Workforce Scheduling expands Oracle's human capital management (HCM) footprint and enables companies in the retail and hospitality industries to optimize schedules and meet forecasted workload demand.
The second annual FrontRange Solutions User Survey, undertaken at Call Centre Expo 2006 currently taking place at the NEC, Birmingham, was designed to 'take the pulse' of companies attending the Show. Of those surveyed, 25% want cost reduction, 18% best practice process improvement and 14% reduced complexity (e.g. by reducing the number of suppliers) from their communications solution. Yet fully 23% are now looking beyond this to increased customer satisfaction and retention, achievable only through a converged solution combining business intelligence with telephony. Supporting this, 22% of respondents already recognise converged voice and data applications as most important within their call center.
M-Tech Information Technology is pleased to announce that ID-Certify, M-Tech's access certification solution, has received top marks from industry expert Julian Ashbourn. SC Magazine's review gave ID-Certify four stars in its recent "Policy Management Solutions" group test, which is published in the October 2006 edition of the technology magazine.
NICE announced that it has been selected by systems integrator Intelligent Systems Co., Inc. (iSYS) to supply advanced digital video surveillance and monitoring solutions as part of a large-scale upgrade project for the Massachusetts Bay Transportation Authority's (MBTA) new Automated Fare Collection (AFC) system.
Exstream Software announced that SunTrust is using its Dialogue enterprise personalization software to produce clearer, fully relevant welcome packets for customers opening new accounts.
Teleformix looks forward to showcasing the ECHO digital recording solution at the Internet Telephony Conference & Expo. The show will be held at the San Diego Convention Center in San Diego, CA, from October 10 - 13, 2006.
Brasil Center has expanded the capabilities of its contact center services for customers in Rio de Janeiro with Nortel call center solutions. The software and hardware upgrade will support the company's plans to grow its customer base and ensure quality customer service.
OpenView Venture Partners announced the close of its first fund at $100 million. Led by Scott Maxwell, OpenView Venture Partners, L.P. is a spin-out of Insight Venture Partner's Boston office, and will invest in expansion stage companies who will benefit from OpenView's significant operational value add capabilities and experience.
TrueAdvantage and salesforce.com announced the availability of TrueAdvantage for salesforce.com's AppExchange.
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| CRMAdvocate Stock Index |
| CRMSI | 52.33 |  | 0.55% |
| Dow Jones | 11,763.04 | | 0.35% |
| Nasdaq | 2,257.75 | | 0.70% |
| S&P 500 | 1,336.72 | | 0.24% |
| Top Gainers |
| Verint | 30.05 | | 0.80 |
| NICE | 27.96 | | 0.56 |
| salesforce.com | 36.88 | | 0.28 |
| Top Losers |
| Witness | 15.51 |  | -0.42 |
| Amdocs | 40.09 | | -0.30 |
| RightNow | 15.07 | | -0.16 |
| Complete Stock Index |
| As of close 10/03/06 | |
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October 10th-13th, 2006: INTERNET TELEPHONY Conference & EXPO WEST - Call Center 2.0 co-located with the 14th INTERNET TELEPHONY Conference & Expo that will be coming to San Diego on October 10-13, 2006 at the San Diego Convention Center. Call Center 2.0 is expected to attract an estimated 1,900 attendees with an overall conference of 9,000 attendees.
|  | | October 17 - 19, 2006: Services Industry Summit - Successful Strategies for Service Innovation - Las Vegas, October 17 - 19, Paris Hotel. Learn how world-class organizations are improving their service operations. Presenting organizations include EMC, FileNet, Rockwell Automation, Sage Software, Sony Electronics, and others. Optional pre-conference workshops will also be held. Visit www.servicestrategies.com or call 858.674.4864.
| | | October 17 - 18, 2006: Professional CRM Certificate Program - Get CRM Certified(tm). Attend a fall seminar to receive a Certification in Applied CRM Strategy, based on Paul Greenberg's the best-selling book "CRM at the Speed of Light" and endorsed by Rutgers University Center for CRM Research, CRMGuru.com, the National CRM Association and GCCRM. 20% discount until September 30th.
| | | October 22-24, 2006: Contact Center Summit Fall 2006 - The Contact Center Summit Fall 2006 is a unique event created specifically for senior contact center, call center and customer service executives across all major industry sectors. Over three days and two nights, the Summit provides several opportunities for you to interact with senior officers from Global 2000 corporations across North America.
| | | October 23-24th, 2006: East Coast - MarketingSherpa Business-to-Business Demand Generation Summit - MarketingSherpa's B-to-B Demand Generation Summits 2006 - Network with 500 B-to-B marketers & discover their best demand generation tactics.
| | | October 23rd-25th, 2006: ICCM Canada Conference & Exposition - The ICCM Canada Conference & Exposition has become the annual event for business leaders to network and share insights to make their organizations more effective, and for contact centre professionals to discuss the latest issues with people who share the same concerns, interests and ambitions. You will have the opportunity to ask questions, listen to new ideas, seek out-of-the-box solutions, and become part of a network community that will last long after you return to the office.
| | | October 30th - November 2nd: Developing & Marketing Telecoms To Business Customers - Through operator case studies and expert presentations, you will discover how to develop and market competitively priced, innovative and customised FMC, HSDPA and all IP converged services and solutions that effectively facilitate and enhance the operational processes of your business customers. The conference will also address how operators will have to evolve their organisations, especially the customer care and sales departments, in response to increasingly complex and personalised product and service portfolios.
| | November 1 - 2, 2006: Professional CRM Certificate Program - Get CRM Certified. Attend a fall seminar to receive a Certification in Applied CRM Strategy, based on Paul Greenberg's the best-selling book "CRM at the Speed of Light" and endorsed by Rutgers University Center for CRM Research, CRMGuru.com, the National CRM Association and GCCRM. 20% discount until September 30th.
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