July 5, 2016
Clarify SupportMany 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…
Replacing Disparate Field Service Software with Dovetail Mobile
July 5, 2016
Clarify SupportMany 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…
June 10, 2016
What We Do and Understanding the CustomerTesting the waters, as a marketer, can be tenuous. Depending on marketing campaigns, we run the risk of boring our intended audience or annoying them. Over the years, I have come to understand that each effort can be a good effort, as it may reach just the person it was intended to reach. But, there is also the risk of over-saturation. The most important thing, for me, as a marketer and as someone who truly believes in our product and cares about our company, is to know the customer.Knowing the Customer - YOUR CustomerIt isn't enough to know who the customer is - their name, rank, and serial number. It isn't enough to know what they do. It isn't nearly enough to know what our competitors do when it comes to their own marketing…
September 11, 2015
Customer Service in Your Selection of Software VendorsI was reading Naomi Bloom’s blog post, “In Enterprise Software and Luxury Accommodations, Details Matter and No Disappointment Accepted” and it got me thinking. While Naomi is referencing HR software, her points apply to all Enterprise Software and she makes a really good comparison, yet I will add another element, Customer Service. Things will happen, whether at the luxury accommodations or with your Enterprise Software. The key question becomes what does the establishment/vendor do when there is a problem? That will probably be what you remember more than the actual problem.Addressing Enterprise SoftwareIt is inevitable that there will be problems during implementation. Any software vendor who tells you they never have problems is lying to you. Expectation differences, communication gaps, the customer environment is slightly (or vastly) different than the vendor was told/expected…
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.…
April 13, 2009
When new cases come in we have many ways of having our support team notified so we can provide speedy assistance to our customers. We get an email Twitter sends us direct messages Our campfire (chat) gets notified Recently we needed a better way to notify on-call support agents of new cases. Our existing notification mechanisms work great during office hours but at night a spam email getting past my filters better not wake me up at 2am just because it might be a new support case. We needed something better. The simplest thing we could think of was to have our CRM make a phone call. Phone calls are cross platform. No special smart phone client application beats a phone call. Better yet spammers don’t place calls at 2am pitching “Enlargement”. At night I can…
June 9, 2008
One of the more interesting ideas I've seen kicking around the blogosphere is support by group chat. We use Campfire here at Dovetail as a group chat application, and we love it. It allows all of us to share information, even when we may be in different cities, and working different schedules. The chat history is saved, so its easy to catch up on past conversations. Campfire also allows us to easily upload and share files and screen shots. Overall, its been a great addition to our team's communication. (On a related note - we've shown examples in the past about sending Rulemanager notifications to Campfire here and here.) I like the idea of allowing customers to jump in and join the Campfire conversation. Probably have a room specific for this purpose. Not only would it allow interactions between agents…