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Scale your business with self-service

Published By: Zendesk     Published Date: Jun 29, 2018
The start of a new chapter of your business, whether you're moving upmarket or adding products and features, is a great time to scale your customer service operations in a smart way. We know customers prefer self-service, via a knowledge base, if one is available. A Gartner report estimates that CIOs can reduce customer support costs by 25% or more when proper knowledge management discipline is in place. If you've been on the sidelines waiting to take the self-service leap, this white paper will prove that you and your agents already partake in the activities needed to offer great self-service, every single day.
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Zendesk

Gartner’s 2018 Magic Quadrant for the CRM Customer Engagement Center

Published By: Zendesk     Published Date: Jun 29, 2018
In the global market for customer service software, Zendesk is once again recognized as a leader in the 2018 Gartner Magic Quadrant for the CRM Customer Engagement Center. Every year, Gartner conducts a thorough analysis of service providers in the customer service and support application space. We believe the Gartner Magic Quadrant for the CRM Customer Engagement Center report provides valuable information for business leaders who seek technology solutions for interacting and engaging with their customers. Zendesk can again be found in the 2018 report’s Leader quadrant, which we consider a reflection of the success of our 125,000 customers, including enterprise clients like Airbnb, Tesco, and the University of Tennessee. The past year alone has included a number of significant milestones for us, including the release of AI-enhanced features for self-service and surpassing $500 million run rate in revenue. As our customer base continues to grow, we strive to be a dynamic vendor for bus
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Zendesk

The Role of Diversity and Redundancy in Enterprise Business

Published By: Spectrum Enterprise     Published Date: Mar 01, 2019
To support business continuity, many organizations eagerly avoid putting all their eggs in one basket. Understanding the critical role of last-mile connectivity and always-available Internet access, savvy firms utilize redundant wide area network (WAN) and Internet connections from multiple service providers to ensure network availability in addition to load balancing. Despite the good intentions, their Internet connectivity risks may still be in a single basket. That is because internet service providers (ISPs) and competitive local exchange carriers (CLECs) may operate using leased network infrastructure from the same incumbent local exchange carrier (ILEC).
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Spectrum Enterprise

Valet Living (case study)

Published By: Workplace by Facebook     Published Date: Jun 20, 2019
Valet Living is an amenity services company that supports the multifamily housing industry in over 40 states across the US. From in-home services such as cleaning, package delivery, laundry and pet care, to maintenance and grounds keeping work around apartment communities. Valet Living wanted to address the difficulties that arise when working with a dispersed and unconnected workforce. Since the implementation of Workplace by Facebook, Valet Living have seen great internal results such as: • 20% increase in employee retention • 50% increase in filling vacancies with internal candidates • Thousands of dispersed workers connecting by sharing tips, goals and inspirations via team groups Download this case study to find out more about the amazing results.
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Workplace by Facebook

4 Steps To Build A Future-Ready Workplace

Published By: Lenovo UK     Published Date: Mar 14, 2019
In today’s workplace, work happens where we are, not where we go. To support this you need the four pillars of dynamic IT Download this infographic to find out how Lenovo can help you deliver the dynamic IT your workforce requires.
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smarterworking, future-ready, dynamicit, remoteworking, workplaceit, smarterworkforce, dynamicworkplace, mobility, iot, artificialintelligence
    
Lenovo UK

Making a Business Case for Investing in Network Performance Management

Published By: Viavi Solutions     Published Date: Feb 19, 2019
Network performance management tools can drive operational efficiency and improve network uptime, but many network managers haven’t adopted such tools. The potential benefits of a performance management tool are substantial, but network managers must make a business case for such investment. This white paper reveals why network operations teams should invest in network performance management solutions, and how they can justify to IT management and CIOs that the tool will deliver a substantial return on investment, along with improving IT’s ability to support business goals.
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Viavi Solutions

Always Available Dell Storage SC Series

Published By: Dell EMC     Published Date: Nov 03, 2016
IT managers are struggling to keep up with the “always available” demands of the business. Data growth and the nearly ubiquitous adoption of server virtualization among mid-market and enterprise organizations are increasing the cost and complexity of storage and data availability needs. This report documents ESG Lab testing of Dell EMC Storage SC Series with a focus on the value of enhanced Live Volume support that provides always-available access with great ease of use and economics.
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storage, data, sql, architecture, storage management, data integration, data protection, database security
    
Dell EMC

Welcome to Your Modern Data Center

Published By: Dell EMC     Published Date: Nov 08, 2016
Your data center struggles with competing requirements from your lines of business and the finance, security and IT departments. While some executives want to lower cost and increase efficiency, others want business growth and responsiveness. But today, most data center teams are just trying to keep up with application service levels, complex workflows, and sprawling infrastructure and support costs.
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data, converged infrastructure, integration, vmware, private clouds, business application, storage management, database development, data integration, data protection
    
Dell EMC

HPE 3PAR Flash Now: Accelerating All-flash Data Center Transformation

Published By: Hewlett Packard Enterprise     Published Date: Aug 07, 2017
How HPE is Addressing Changing Storage Consumption Models to Support Hybrid IT
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Hewlett Packard Enterprise

How HPE is Enabling a Hybrid-everywhere Data Protection Strategy

Published By: Hewlett Packard Enterprise     Published Date: Sep 25, 2017
IT organizations today must work in an “and” world, rather than an “or” world to meet the demands of their users. In an “and” world, IT architectures and strategies leverage an ever-broadening variety of tools while still supporting and propelling a single strategy.
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Hewlett Packard Enterprise

Assessing the Business Value of Flash Storage: A Practical Guide for IT Decision-Makers

Published By: Hewlett Packard Enterprise     Published Date: Sep 26, 2017
Analyst paper outlining storage challenges, and the value of the all-flash data center as a means to achieving maximum business value from data and app performance. Includes tips for gaining support from business leaders.
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Hewlett Packard Enterprise

6 Ways to Make Your Customer Support Zombie-Ready!

Published By: Freshdesk     Published Date: Aug 15, 2016
A Zombie-apocalypse is not something that keeps most support teams paranoid about. After all, it isn’t something that happens every day. But that is exactly what’s so scary about it? Zombie attacks can stem out of pretty much anything, right from a barrel of toxic gas that was accidentally opened, to a Black Friday sale with deep discounts on the latest gadget. And you can be pretty sure that the attack is going to start quick and grow big with very little warning. Unless your support team is ready when it strikes, you might wake up the next morning to find a burnt-up help desk, and a lot fewer customers. So how can you can you get your customer support to be ready for the zombie apocalypse? This guide will walk you through everything you can and should do to make your support team proactive before the zombies rise, effective during the attack, and heroes after.
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Freshdesk

The Complete Guide To Choosing An Online Helpdesk

Published By: Freshdesk     Published Date: Aug 15, 2016
Choosing the right helpdesk software for your team can be a path so perilous that even Hercules’ labours pale in comparison. But the truth is, if you have the right information, it doesn’t have to be that hard. In this whitepaper, we discuss some of the core things you should know when you shop for a helpdesk solution like: - Why you need support software and why you need just one tool - The advantages of hosted helpdesks over on-premise software - A feature list to help make that shopping experience a little less painful
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Freshdesk

How to Scale Your Support Without Scaling Your Team

Published By: Freshdesk     Published Date: Aug 15, 2016
Every helpdesk agent at every customer support team, anywhere in the world, dreams about Inbox Zero. However as most businesses grows from just a handful of support queries to hundreds of customers chocking the support hotline, they make the mistake of going on a hiring binge to reach that elusive promised land. The only problem? Hiring more support staff may not be the best way to scale up your customer support. This whitepaper talks about how you can scale your customer support without blindly scaling the team, with tips, ideas and insights like: - How to puncture the customer support hot-air balloon - Proactively identifying red flags and overloads - Top 4 things to know before you hire - Monitoring, understanding and reporting support trends - Tips to streamline your support process
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Freshdesk

Why you should choose a ticketing system over email

Published By: Freshdesk     Published Date: Aug 15, 2016
While email is perfect for one-to-one communication, it doesn't work half as well for managing many-to-many conversations like a helpdesk would. When businesses use email to support customers, they leave room for conversations to get lost, ignored or forgotten. Not to mention, the lack of accountability and metrics to gauge the process and figure out what's working and what's not working. In this whitepaper, we discuss, for those businesses, the advantages a helpdesk has over email and lay out just how easy it can be to win customer love.
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Freshdesk

Are Your Customers Being One Hundred Percent Truthful With You?

Published By: Freshdesk     Published Date: Aug 15, 2016
There are quite a few things that your customers just aren’t telling you. But since you aren’t a telepath and you don’t own a Cerebro, the only thing you can do is wait for them to come to you with it. But not anymore. In this whitepaper, you'll learn the most important things that your support team should already know, but customers will never tell you, like: - Why you should design intelligence into your self-service experience - When you should resort to analytics and when "gut-feel" helps - How you can proactively manage, and prevent customer frustrations - What your core support bottlenecks are, and how to identify them - How to set a "Priority" driven support work-flow
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Freshdesk

Communications Solutions Designed for the Financial Industry

Published By: Frontier Communications     Published Date: Dec 22, 2016
When you choose Frontier as your partner, your bank or financial services firm can take advantage of this experience and our extensive portfolio of network and equipment solutions. We will work closely with your team to assess your current situation, determine future communications requirements, and select products and services that fit into your timeframe and budget. What’s more, Frontier backs everything up with local customer support.
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Frontier Communications

Customer Success Story B/E Aerospace

Published By: Cherwell Software     Published Date: Apr 07, 2016
B/E Aerospace is the worldwide leading manufacturer of aircraft passenger cabin interior products and the leading global distributor of aerospace fasteners for commercial, business jet, and military markets. The company has leading worldwide market shares in all major product lines and serves virtually all of the world’s airlines, aircraft manufacturers, and leasing companies through its direct global sales and customer support organizations. Headquartered in Wellington, Florida, B/E Aerospace has grown to nearly 12,000 employees and 220 sites around the world and a true follow-the-sun model for global customer support.
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best practices, customer support, business intelligence, business optimization, business management
    
Cherwell Software

Curves | Jenny Craig

Published By: Cherwell Software     Published Date: Apr 07, 2016
Curves® and Jenny Craig® operate 7,000 Curves clubs and franchises globally and 400 Jenny Craig locations supported by IT service desks in California, Texas, and Australia. The two organizations combined to form Curves Jenny Craig in November 2013. Outdated systems, known internally as “the black hole,” plagued Jenny Craig with inefficient processes and created a lack of accountability. For example, records could not be categorized or prioritized properly, tracked by date or owner, and they could be intentionally hidden in an ambiguous status. Without visibility, Jenny Craig had no way to quantify the impact of their customer service. Mary Carter, manager of IT service, summed it up, “We had no reporting prior Cherwell Service Management.” Curves was in even worse shape as they logged tickets in an Excel® spreadsheet.
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best practices, customer support, business intelligence, business optimization, business management
    
Cherwell Software

Highlights for Children

Published By: Cherwell Software     Published Date: Apr 07, 2016
Highlights for Children, Inc. was founded in 1946 with the belief “that children are the world’s most important people.” Since its inception, the organization has been dedicated to helping children “become their best selves and become confident, caring, curious, and creative individuals.” Today, the Highlights for Children, Inc., family of companies includes educational publishers who publish textbooks and offer educational seminars for teachers, as well as a consumer division that publishes books, digital products, and four magazines for children ages 0-12. The flagship magazine is Highlights for Children, well known for its Fun with a Purpose.
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best practices, customer support, business intelligence, business optimization, business management
    
Cherwell Software

Customer Success Story Jason’s Deli

Published By: Cherwell Software     Published Date: Apr 07, 2016
Recently awarded Best Sandwich Menu Variety from NRN’s Consumer Picks Survey, Jason’s Deli is known for providing healthy menu options and excellent customer service to millions of customers each year. Their goal is to delight customers and create a positive experience every time. The Jason’s Deli IT department is no different. IT sets the same high standards for service delivery as Jason’s Deli does in their restaurants. IT partners with all areas of the business and wants to be “easy to do business with.”
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best practices, customer support, business intelligence, business optimization, business integration, business management
    
Cherwell Software

Customer Success Story Seattle Cancer Care Alliance

Published By: Cherwell Software     Published Date: Apr 07, 2016
Seattle Cancer Care Alliance (SCCA) serves as the clinical arm for research and treatment studies for Fred Hutchinson Cancer Research Center, University of Washington Medicine, and Seattle Children’s. The organization’s outsourced IT service desk operated adequately, but a desire for financial savings, enriched customer relationships, and improved HIPAA compliance drove SCCA to seek out another solution.
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best practices, customer support, business intelligence, business optimization, business management
    
Cherwell Software

Cherwell Service Management Software

Published By: Cherwell Software     Published Date: Apr 07, 2016
Cherwell Service Management™ software empowers IT organizations to easily manage their infrastructure at a fraction of the cost and complexity associated with traditional, legacy IT service management software. Designed with a metadata-driven approach, the Cherwell Service Management platform can easily be configured to meet process and integration requirements without writing or touching a single line of code. Furthermore, configurations will never break during version upgrades.
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best practices, customer support, business intelligence, business optimization, business management
    
Cherwell Software

Cherwell Positioned as the Lone Challenger to ITSSM Vendors

Published By: Cherwell Software     Published Date: Apr 07, 2016
ITSM tools automate the tasks and workflows associated with the management and delivery of quality IT services to the business. In its 2015 Magic Quadrant for IT Service Support Management Tools, Gartner compares 10 vendors on the vision and execution.
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best practices, customer support, business intelligence, business optimization
    
Cherwell Software

CommVault Backup Appliances

Published By: Commvault     Published Date: Jul 06, 2016
Forget about the complex task of building your own solution. Commvault offers a portfolio of integrated backup appliances that allow you to go from power-up to backup in less than an hour. Each appliance combines Commvault’s industry-leading software with pre-configured and optimized hardware, including an option that uses NetApp’s category-leading NetApp E-Series storage system. To further simplify ordering and deployment, the appliances include a licensing option aligned to the usable storage capacity (e.g., 36TB of NetApp E-Series storage includes 36TB of Commvault back-end terabyte licensing). Or you can purchase the hardware separately and use it with Commvault’s traditional front-end terabyte capacity licensing. Either way, Commvault serves as the single point of contact for software and hardware support issues, and the installation wizard allows you to be up and running quickly regardless of the option you choose.
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commvault, backup appliances, netapp e-series, backup, industry leading software, netapp, turnkey solution, converged, it management, backup and recovery, business technology
    
Commvault
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