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 TitleDate AddedCompany
whitepaper Intelligent Office Increases IT Efficiencies With Help of Small Business Server 20082009-10-14 Microsoft
  Intelligent Office is a virtual office solutions provider with seven locations across Ontario, and plans for growth across Canada. The company provides entrepreneurs and businesses with executive office space and services such as professional phone answering and receptionist services. With an eye on sustainable business growth, Intelligent Office wanted to improve collaboration and integration across its locations in order to make better business decisions and facilitate additional franchises. After researching various technology options, Intelligent Office deployed Windows Small Business Server (SBS) 2008 to help improve productivity and focus on growth. Today, the company is using Windows Small Business Server 2008 to automate paper-bound processes, enhance security, improve customer service and increase revenues by operating more efficiently.

Tags: Software Development Tools		   
whitepaper DIRECTV, Inc. Continues to Drive Improvements in Customer Service and Sales Processes2009-10-01 Oracle
  DIRECTV, Inc. wanted to reduce reliance on a paper-based process for tracking sales and pipelines, which resulted in agents having outdated information and streamline contact center operations to eliminate duplicate calls to multiple locations and to accelerate service. The challenge was to empower a geographically-dispersed sales force with tools to manage consumer sales and a retail network of more than 5,000 dealers. DIRECTV, Inc. implemented Oracle CRM On Demand to provide a centralized repository for more than 600 sales and support representatives and, by integrating with a mobile system from Antenna Software, empower agents with real-time, mobile information.

Tags: Customer Management, Business Functions		   
whitepaper Linea Madrid Gains the Ability to Deliver Personalized and Proactive Citizen Support Services With IT Solution2009-10-01 Oracle
  Linea Madrid wanted to ensure a consistent standard of quality across all of the support services' consultation channels and optimize efficiency and proactive capabilities by offering increased and more personalized services, with available public resources. The challenge was to implement a consolidated IT solution to provide an integrated and consistent overview of support services and provide a tool that enables the organization to oversee, control, and access detailed analyses of service quality. Linea Madrid worked with Oracle Partner Informatica El Corte Ingles to implement Oracle's Siebel Public Sector CRM to integrate Linea Madrid's public interactive telephone and office services to increase efficiency and ensure a high standard of quality.

Tags: Customer Management		   
whitepaper infinitas Learning Increases Customer Satisfaction and Reduces Support Costs2009-10-01 Oracle
  infinitas learning wanted to facilitate the successful application of a new business model - the supply of digital content to students - through digital supply chain management and governance and provide the ability to quickly and proactively trace problems in digital content provision to infinitas, the hosting provider, the publisher and distributor, the educational institution, or the student. The challenge was to ensure that completed Service Level Agreements (SLAs) are within compliance regulations and that the quality of provision can be monitored from each individual student's perspective. infinitas learning implemented Oracle Real User Experience Insight to enable infinitas to identify and resolve content delivery issues easier and quicker.

Tags: User Satisfaction		   
whitepaper Hong Kong Institute of Education Cuts Internal Support Response Time From Seven to Two Days2009-10-01 Oracle
  Established in 1994, the Hong Kong Institute of Education (HKIEd) is a leading provider of teacher education in Hong Kong. HKIEd is diversifying its mix of courses to allow students to acquire nonteacher training credentials, such as an International Executive Master of Arts in Education Leadership and Change. They are expanding their programs to meet the needs not just of teachers, but other educators and people with an interest in the arts or liberal studies. To help manage these information systems and their interfaces to achieve continuous operational improvement and quick return on investment, in 2007 HKIEd engaged Oracle Advanced Customer Services.   
whitepaper Microsoft Increases Release Compliance to 98 Percent With xRM Custom Solution2009-09-29 Microsoft
  The Product Release and Security Services (PRSS) team at Microsoft wanted to centralize product release data, track customer relationships, and eliminate manual processes. The team implemented Microsoft Dynamics CRM and the xRM development platform to build custom solutions. As a result, PRSS improved customer communications, increased release compliance to 98 percent, accelerated product time-to-market, and improved its ability to respond to business needs.

Tags: Customer Management		   
whitepaper Always There Support and World Class Infrastructure Made a Winning Combination2009-09-29 NaviSite
  Founded in 1999, Atlantic QMS worked with numerous technology incubators, launching the pioneering the web based carbon offset company Future Forests as well as the original networking site Ecsademy. Atlantic QMS is developing a complex website and back-end end application for a noted New York finance and insurance company. Among the requirements was the need for the data to be hosted in a facility located in the US due to industry regulations. Through the process of researching providers, NaviSite made to the short list due to recommendations from several Atlantic QMS clients.

Tags: Business Functions, Network Management		   
whitepaper Forklift Manufacturer Improves Business Processes, Reduces Costs With xRM2009-09-21 Microsoft
  Mitsubishi Caterpillar Forklift Europe (MCFE) is a joint venture between forklift manufacturers Mitsubishi and Caterpillar. The company manufactures, sells, and distributes 18,000 forklifts and related spare parts each year. MCFE relied on manual or sometimes paper-based processes to support dealer inquiries and orders, resulting in missed orders or unanswered dealer requests. To improve the forklift configuration and ordering process, the company deployed Microsoft Dynamics CRM 4.0. Because of the flexible xRM development platform that underpins Microsoft Dynamics CRM, MCFE created several customized applications. By using xRM to rapidly develop relational business applications, MCFE has increased employee productivity, improved its ability to respond to business needs, reduced development costs by 60 percent, and improved order processing times.

Tags: Customer Management		   
whitepaper Travel Company Sails on Business Intelligence to Increase Revenues in Weak Economy2009-09-10 Microsoft
  Sportsnet Holidays needed a Customer Relationship Management (CRM) solution to handle data that was spread among 220 separate databases. Sportsnet implemented Microsoft Dynamics CRM, which dramatically improved customer service, business intelligence and target marketing capabilities. The firm's revenue has doubled in the last 12 months and Sportsnet credits Microsoft Dynamics CRM as a contributing factor to the company's exponential growth.

Tags: Customer Management, Data Tools		   
whitepaper Kodak Graphic Communications Group Accelerates Lead-to-Cash Cycle With Integrated Customer View2009-09-01 Oracle
  Kodak Graphic Communications Group wanted to improve the effectiveness of sales and service initiatives for GCG's operations in the Europe, Africa & Middle East region and attain a consolidated view of the sales pipeline to drive more accurate forecasts. The challenge was to replace numerous disparate contact information management systems originally resulting from six acquisitions with an integrated solution for sales force automation and Customer Relationship Management (CRM) and reinvigorate stagnant productivity and stimulate cross selling. Kodak Graphic Communications Group gained the ability to effectively manage more than 100,000 customer and prospect records and a pipeline of more than US$1 billion through the use of Oracle CRM On Demand.

Tags: Customer Management