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 …
A Great CRM Platform
This blog entry is for all the stakeholders who rely on or must support Amdocs Clarify systems. If you are like most, you have probably spent years searching for a better way forward than the one Amdocs offers. Years…because it’s a tough application to replace.
In its day, as we all know, Clarify was a great CRM platform for a variety of business types because it was so versatile. But the technology is old and with every year that passes, it becomes harder to find people with the skills needed to keep it in good shape. This unfortunate situation usually leads to an insidious decline in utility and reliability until a breaking point is reached; a tiger team checks out options which yields nothing palatable; more struggles, higher overhead, worsened utility until another breaking point is reached (even …
Given that I’ve been working in customer service in some way shape or form for almost all of my career, I tend to be overly sensitive to customer experiences that aren’t great.
I recently had an interaction with a support rep that irked me a bit. Email in a problem and a support case was created. Followed up the next day with an email with an additional screenshot and description with what was thought to be a related issue. The support rep responded, requesting that a new case be created instead. Basically: here’s what you need to do, so that I can have my work organized the way I want it. The support rep had all the info – if they wanted to create a second case out of the additional info, they very well could have created it themselves. …
Within Dovetail Agent, we’ve replaced WIPbins with tags. I wanted to explain a bit of the difference, and some of the reasons why we did so.
What’s a WIPbin?
Your WIPbins (Work In Process bins) contain the objects on which you have agreed to work (that is, objects you have accepted from a queue) or that have been assigned to you.
Think of WIPbins like folders that can be used to organize your work.
What’s a tag?
In information systems, a tag is a non-hierarchical keyword or term assigned to a piece of information (such as an Internet bookmark, digital image, or computer file). This kind of metadata helps describe an item and allows it to be found again by browsing or searching. Tags are generally chosen …
What is NPS (Net Promoter Score)?
The Net Promoter Score, or NPS®, is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors.
By asking one simple question — How likely is it that you would recommend [your company] to a friend or colleague? — you can track these groups and get a clear measure of your company’s performance through your customers’ eyes.
What is Delighted?
Delighted is a new application that makes it easy to gather feedback from your customers to determine your NPS.
How does it work? When a case is closed, we’ll call the Delighted API. Delighted will then send an email to the customer. Customer clicks their answer (0-10) Answer is recorded in Delighted Customer can optionally enter some comments We …
Michael Moaz over at Gartner recently penned an interesting article: We failed at CRM. Now let’s try Social CRM – it’s even harder.
A few quotes form his article stood out to me.
One of the woman on the panel compared a CRM program to childbirth: “I thought once a child is born, the hard part is over! Boy was I mistaken!”
Completely agree. I’ve been working in CRM since the mid 90’s, and one thing is always clear: your systems need to keep evolving. Your business changes. Technology changes. Customer demands and expectations change. Your systems need to change as well. Much of the work we’ve been doing here at Dovetail over the last 5 years is helping organizations update their CRM systems. Companies poured millions into their CRM systems early on, then left them …
I recently received a request asking how to migrate some data (specifically, cases) from Clarify into Zendesk. Seems the company is in the process of turning off Clarify and rolling out Zendesk.
It’s all about the APIs
We provide a full set of APIs for Clarify within our Dovetail SDK, and Zendesk also provides a set of APIs. So we just need to put them together.
I’ve been using PowerShell more and more lately, so I decided to use that as my environment. And because Powershell gives me full access to the .NET framework, I can use classes such as System.Net.WebClient, which makes it easy for me to call the Zendesk REST APIs.
Login to Clarify
In one of our recent blog posts we wrote about how important great customer service is to keeping your current customers during these difficult times. Our just completed first quarter speaks towards the importance of great customer service.
We had a record first quarter for Dovetail Software. Customer Service had a lot to do with this. First, we had a 100% renewal rate with all our current customers. Added on top of this, we secured a number of new support customers from one of our competitors. Why were we able to achieve this? Two reasons: 1) We offer great customer service (in fact, superior to our competition) at a lower price; and 2) This competitor (I will refrain from naming them) doesn’t care about their customers. Let me elaborate.
Our philosophy in our company is to do whatever it takes …
Last week, I blogged about a recent support issue an Amdocs customer was facing. They had contacted Amdocs, but couldn’t get assistance. We helped the customer solve the problem even though we have no support agreement with that customer. Well, we are at it again.
Last week, Jorge posed a question on ITtoolbox for the Clarify experts. Seems Jorge “tried Amdocs’ tech support but they said it would require an enhancement ($$$) of their doing.” Not content to have another Amdocs customer go away unhappy, Gary Sherman solved Jorge’s issue. You can see the full exchange , but as you can see below, Jorge got the answer he was looking for:
Reply from jcruz1965 on 2/16/2009 10:32 AM
I was able to squeeze on some time on Friday and implement your fix in our development system. Worked flawlessly.
In a recent destinationCRM article, a couple of Oracle execs say:
Transforming your business to a customer-centric organization starts with a CRM-focused services-oriented architecture.
I have to disagree. While I concur that well-architected solutions will make it much easier to integrate multiple systems, software architecture will not create a customer-centric organization.
A customer-centric organization starts with people and culture. It empowers people to make the right decisions. The culture shifts from a break-fix reactive mode to that of a proactive mindset. It aligns the goals of service, sales, and marketing around the customer.
Technology can help achieve these goals. But by itself, it does nothing. There are plenty of technology solutions out there that abide by good SOA practices. Just because a corporation adopts one of these technology solutions, it does not make them customer-centric.
There are plenty of organizations that are customer-centric, …