Customer Services

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• Services Delivery

Services Delivery

Open Text solutions for Customer Services support service delivery by enabling you to manage projects, bringing harmony between structured processes and unstructured content. Features include:

• Project and Program Management solutions supporting distributed collaboration with secure access via standard Web browser

• Standard templates for content and processes

• Stage-and-gate methodology for managing and controlling complex programs consisting of multiple project activities

• Access to customer data and documents required to understand deliverables and work within contract terms

• Collaboration with solutions that enable service delivery staff to quickly access expertise and obtain responses to any urgent requests that may impede progress

Open Text delivers this functionality with the following components:

• Software:

• Livelink ECM - Contract Lifecycle Management, Open Text Contract Management (SAP® xApps™ Certified)

• Business Process Management, Document Management & Collaboration, Project Management

Supplemented by Business Content (e.g., predefined workflows) to give you a head-start in configuring workstreams and processes, Consulting Services, Training and Support tailored to meet your requirements.

Activities

Services Delivery involves Contract Management and Services Program Management.

• Contract Management

  Do your services representatives always know where your contracts are stored? Are they aware of all the rights and obligations customers have when they contact your company for post-sales support?

  
  

  Open Text solutions for Customer Services support the processes relating to a contract throughout its entire lifecycle—from creation through fulfillment and modification to termination.

  
  

  • Central standard repository allows rapid access to contracts

  • Integration in Enterprise Resource Planning (ERP) and desktop landscape

  • Adherence to compliance and corporate governance guidelines

  • Access rights control

  • Contract templates

  
  

  • Solution Adaptations: Livelink ECM - Contract Lifecycle Management, Open Text Contract Management (SAP® xApps™ Certified)

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• Services Program Management

  Open Text solutions for Customer Services support Program Management by enabling your globally dispersed teams to communicate, collaborate, report on, and track project time, costs, progress, and team performance—all from a standard Web browser. This ensures that you deliver the services within the terms of the contract while controlling and monitoring performance to ensure customer satisfaction and to avoid costly overruns.

  
  

  • Leverage program-specific functions

  • Create process templates

  • Structure processes with stages and gates

  • Add multiple tasks to stages

  • Specify detailed review processes

  • Specify rights and roles

  • Import and export processes

  • Conduct real-time virtual meetings

  
  

  Solution Adaptations: Business Process Management, Document Management & Collaboration, Project Management

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