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Tag: Dovetail Software

Dovetail Self Service

January 10, 2011 In addition to the recent update to the Dovetail Software website, a new version of Dovetail Self Service was also put into place. The new site has a lot of new features, and was developed internally by the team of Kevin Miller, Josh Arnold, and Joey Vano, which was led by Gary Sherman.The best feature of Self Service is still the ability to search the Dovetail Software Knowledge Base. Customers have access to this through Self Service for their own cases, and can also search all of the Solutions in the Knowledge Base as well.One of the best new additions to Dovetail Self Service is the ability for customers to view their products, where they can download the latest version, explore each product's documentation, and see support and license information.Dovetail Self Service users can also create new support cases with an intuitive new form.…

Industry Insight: Social media

November 5, 2009 The impact of social media on business has far reaching effects and in all directions. Consumers around the globe share their opinions about products with anyone, anywhere. The popular digital playground Twitter recognized the impact of digital media on the marketplace so much that they now offer a vehicle for companies to see what consumers say about their products. This trend is not going to recede, but broaden and expand.How does the influence of social media guide and direct the customer service and support industry? Are there ways to mitigate damaging “tweets”? How about capitalize on positive blog posts?We'd love to hear what you think, so leave a comment below. 

Value of Software Maintenance and Support

August 27, 2009 We pride ourselves on the value we provide our customers for maintenance and support, whether it is on our own software products, or on the Clarify software products we also support. I have writtenfrequently about the level of service we provide, often citing customer examples to back up our claim.   We are often asked by customers who are considering switching to our Clarify Help Desk Program why we are better than Amdocs. Here’s what we highlight - First, Dovetail charges considerably less than Amdocs charges for support. In tough economic times, this is an important factor. We then talk about our customer service and how our customer support staff is top notch and the service they provide is fabulous (OK, I’m bias, but our references back us up). We go on to say how support cases are immediately handled by…

Record 1st Quarter Through Superior Customer Service

April 8, 2009 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 to…

Maybe Amdocs Should Call Dovetail for Clarify Support

February 16, 2009 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 “Hi Gary, I was able to squeeze on some time on Friday and implement your fix in our development system. Worked flawlessly. I now have to talk to the business…

Creating Windows Installers Using WIX: The Journey Begins

December 7, 2007 We all use them. Installers. They help get that sexy, shiny, new software safely onto our PCs and into our lives letting us frolic and play. Later, if things go sour or if the thrill is gone the installer is still there to reverse the process to help arbitrate the separation and keep what's yours intact. Recently I needed to make an installer for a web application product we have called Bolt. Dovetail's own Gary Sherman created Bolt and it was good. It is a great too if you are a Clarify developer. Exciting things are in store for Clarify users regarding Bolt but I can't steal that thunder. Creating the installer for Bolt made me realize I have a lot locked up in my head about deploying software. This is the first in a series of posts that are…

APIs for Clarify

Static image October 23, 2007 When does it make sense to write a routine from scratch, versus using a proven API that has all the testing done? The answer comes down to time and cost of course, a different equation in each case.   A recent dialog in the ITtoolbox Clarify forum illustrates the dimension of the issue. A user asked for advice on Clarify’s Assign Case functionality, and he was hoping to find some reusable code already existing.   “The objective is: When a case is getting created with a specific information (Keyword) in a user defined field (in one of the tabs), the case needs to be automatically assigned to a specific user.” – Clarify Assign Case functionality   The auto destination rules in Clarify will make this assignment, but it requires studying the documentation – a non-trivial task in itself – to finesse the methodology.…

Clarify Rule Manager: The Final Answer

Static image October 16, 2007 Clarify Rule Manager, and Dovetail RuleManager, are the all-important modules that manage the business rules such as when to escalate an open case to the next level of response. Being able to work with Rule Manager is crucial of course, and questions arise from time to time.   One conversation about Rule Manager and Time Bombs in the ITtoolbox forums lasted for six years. Started in August 2000 with a question about time bomb errors, the thread finally ended (or so it seems) last year, when Dovetail Software, experts in the Clarify install, supplied the last word.   “When a rule changes via the Clarify classic client, Clarify creates a timebomb with the title of the rule and the flag of 131076 (0×20004). No other information on the timebomb are relevant (relations are all null, the times are the zero time, etc.).…

Amdocs Clarify Dashboard Tutorial

Static image September 6, 2007 How does the user of the Amdocs Clarify CRM system derive real-time situation analysis – business intelligence for Clarify – in easy-to-use dashboard views of the Clarify data? One simple answer is Dovetail Software’s RuleManager – a drop-in replacement for the Amdocs Rulemanager product – as detailed in the following example.   We’ve been discussing business intelligence for the last few days, the need to integrate data, and the need to present business users with very simple tools. In the background, Dovetail’s own Gary Sherman has written an extensive tutorial showing precisely how to: write business rules to reflect real situations; query the Clarify database for current situations; export the retrieved data as XML; and display them in color-coded graphics in the form of dashboard gauges.   The result is an attractive graphic display, understandable at a glance, showing real-time business intelligence – in this…

Happy To Be Of Service

Static image May 25, 2007 The current IT and software development world is very much concerned with services, and service oriented architecture. This is a world well suited for Dovetail Software, we were service oriented from the beginning.   We started life exposing Clarify processes in APIs, and these have evolved today into Web services as well. Our purpose was always to provide extensibility to the Clarify install. It was a more elaborate procedure in earlier years.   “SEC.NET also supports “API invoke mode”, which allows any of the hundreds of available high level APIs from the Dovetail SDK to be invoked. This was originally written to allow systems to send email for integration purposes [...] This capability was built years ago, before the prevalence of SOA architectures. Modern systems will typically just call anAPI directly, or even make a WebService call, as opposed to invoking an API over email (basically, RPC over email).” – Email…