David Greyson

Posts by David Greyson:


David Greyson
July 5, 2016

Clarify Support

Many organizations who utilize Amdocs Clarify or Dovetail CRM also employ field based specialists to support everyone and everything from end customers, smaller satellite offices, clinics, retail store fronts, to various campuses or colleges associated with a larger, central university perhaps. They could be IT technicians, seasonal staff, lab support, just about any type of field deployed employee.

When the deployment of field personnel reaches a point of needing to be managed on a sizeable scale, technology typically comes into play. There are more than a few providers offering this type of technology, but is the use of these specialty offerings simultaneously creating a rash of ROI killing effort on the backend? Is it tied directly into the CRM where you’re already managing cases and tracking work and workflow? If not, is this causing disparate cross-functional reporting and/or increasing reporting


David Greyson
August 11, 2015

On-Prem to SaaS

Over the last 15 years or so as legacy Amdocs/Clarify deployments gradually began to be replaced by other on premise CRM providers such as SAP and Siebel (two we used to see often), companies somewhat knew what they were getting into. They had experience implementing a fairly similar CRM at least once by that point. They knew it was going to be a relatively timely, resource intensive and costly upfront expense to rip and replace.

However, as SaaS and various other hosted CRM offerings came along, the enticement of a less costly upfront expenditure, combined with more out-of-the-box configurability from the user and admin standpoint showed promised.

Whether it’s an on premise or SaaS solution being considered for rip-and-replace to legacy Clarify deployment, they both have serious challenges that require extremely careful forethought to help ensure success


David Greyson
January 20, 2015

It’s only natural that legacy Clarify deployments are often supported by outdated or soon to be outdated versions of operating systems and databases.  More and more we’re contacted by clients exhibiting a slight tone of panic in their voices because the database and/or operating system their Clarify CRM software is residing on is soon to be unsupported, leaving them with more questions than answers.  Will our customizations break?  Will our event rules still fire properly?  Will our Outlook version interact properly with legacy Clarify tools after an upgrade?  What the heck are we going to do if something mission critical breaks?  What if our auto-generated customer emails cease to work?  Can you even imagine the increased workload to our support center staff if they have to individually email a follow up to each customer?   Have we waited too


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