A June 2017 commissioned study conducted by Forrester Consulting on behalf of ServiceNow How Epicor Software Achieves 104% ROI by Transforming Global Customer Support This Forrester Study provides a framework and customer example to help readers evaluate the potential financial benefits of investing in ServiceNow Customer Service Management. To understand and illustrate the benefits, costs, and risks associated with ServiceNow, […]

This white paper will help you understand how to unlock the potential of your HR organization.  Imagine what you could do if you didn’t have to manage manual tasks throughout your day like answering the same benefits questions over and over again, updating employee information or coordinating on-boarding tasks.  What if you had 30%+ more time in your day?  What […]

Ready to learn what it takes to modernize customer service? Our checklist unlocks key secrets to transforming your customer service function without increasing your budget. Does your customer service organization struggle with: • Difficulty connecting all service processes end to end? • Siloed departments that don’t communicate with each other? • Time‑consuming manual processes that leave little time for strategic […]

Frustrated by the limitations of CRM and reactive service? Discover a holistic new approach to delivering customer service that can help your business reach new heights of service excellence. Despite best efforts, is your customer service team struggling to become:: • More efficient? • More proactive? • A strategic asset? This whitepaper, A Quick Guide To Modernizing Customer Service, introduces […]

According to IDC Research, “customer service is the new marketing” in an age where the relationship that is built through service is what differentiates an organization or a brand. The customer support and service organization is now the clearinghouse for all customer concerns raised through a myriad of channels. With an increasing number of interactions taking place through digital channels, […]

A June 2017 commissioned study conducted by Forrester Consulting on behalf of ServiceNow How Epicor Software Achieves 104% ROI by Transforming Global Customer Support This Forrester Study provides a framework and customer example to help readers evaluate the potential financial benefits of investing in ServiceNow Customer Service Management. To understand and illustrate the benefits, costs, and risks associated with ServiceNow, […]

Intergram Research Services surveyed senior managers in customer service roles at 200 U.S. enterprises with at least 500 employees. What customer service leaders do differently The findings identified three strategies that lead to better service delivery. • First, top‑tier organizations have embraced the concept of providing customer service as a team sport. For example, top‑tier organizations are 127 percent more […]

An ITIL eBook That is Not Boring Your pain‑free guide to ITIL and Service Design Learning ITIL is not for the timid or fainthearted. Memorizing the Service Design stage of ITIL is like climbing a mountain, in the snow, barefoot! Not fun. We know. To help you learn this stage, you’ll be asked to repeat terms out loud, draw diagrams, […]