Telecommunications

• Best Practices
• Brochures & Whitepapers
• Customer Successes
• News & Events
• Open Text Services

• Bid Management
• Brand Asset Management
• Contract Management
• Customer Field Service Management
• Customer Problem Management
• Dealer Lifecycle Management
• Dealer Operations Management
• Disaster Recovery
• Field Force Support
• Major Customer Collaboration
• Marketing & Campaign Management
• Network Build
• Network Design
• Operations & Maintenance
• Order Fulfillment
• Processes Library
• Product Development
• Project Management
• Retail Inventory Management
• Sales Order Management

Customer Problem Management

As with most organizations, effective management of customer problems, from initial receipt to resolution, is a defining activity for customer-oriented telecommunications companies.

ECM plays a critical role in the consolidation and fast delivery of critical customer information. Content (structured and unstructured) that is easily accessible, business rule automation and escalation mechanisms all help speed customer problem resolution—which is key to effective service delivery. ECM solutions for customer problem management allow your customer representatives to tag any customer issues or complaints and track them as they are processed across your organization – from entry point to problem resolution.

• Software: Extensions for SAP Solutions

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.