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- Ford Uses IBM e-Business on Demand to Provide a Better Helpdesk for Its Customers
- Company to Dealer Systems (CDS) customers at Ford's lines of business (LOBs) demanded more variable and immediate support from CDS. To meet their needs, CDS required improved pricing and resource flexibility and greater transparency by application owner and LOB in its helpdesk solution. A "Pay-as-you-go" helpdesk management solution was designed...
- Case studies
- Providing High-Volume, Multi-Channel Customer Contact Services for FSA
- The U.S. Department of Education's Office of Federal Student Aid (FSA) administers programs that disburse more than $70 billion in financial aid annually to help students pay for post-secondary education. FAS was challenged to reduce unit costs while expanding the services it provides and improving customer satisfaction. Pearson Government solutions...
- Case studies
- Bank Product Conversion Makes History in Australia: Massive Coordinated Effort Integrates IT Systems in Commonwealth Bank Merger
- To complete then-biggest corporate merger in Australian history, the Commonwealth Bank had to integrate Colonial Limited's IT systems into its own massive network without disrupting customer service or business operations. IT partner EDS transitioned 340 employees from Colonial to EDS, with Colonial's help desk services following soon after. EDS converted...
- Case studies
- GE's Global Media & Communications Group Delivers "Call Center" Expertise
- Many leading media and communications companies are taking a closer look at a seemingly routine channel for customer contact - the call center. When the professionals at GE Commercial Finance Global Media & Communications started hearing about this issue and concern from their lending customers, the group sensed an opportunity...
- Case studies
- Telemarketing Services
- This article says that telemarketing is an ever-changing facet of the call center industry. Outsourcing to a call center service can increase your company's productivity. It also explains about some of the services like order taking services, seminar registration etc. Read on to know more.
- White papers
- Prudential Plc: Transforming Customer Service
- Prudential had numerous call centers spread across diverse locations in UK, with each call center dedicated to handle customer enquiries related to a single product line. This meant that customers had separate numbers for each of their products and the call centre consultant had to sometimes transfer them to a...
- Case studies
- Lillian Vernon
- Lillian Vernon Corporation needed an alternative to the terminals it used in its call centers, and the company wanted a reliable desktop solution with an open design platform to help call center representatives service customers. ClearCube's easy-to-install system-as well as its exemplary support team-made the process extremely easy, . Not...
- Case studies
- Selling Insurance by Phone
- An understanding of the resulting convergence of market forces, law, and history is critical for the growing number of banks active in the business. There is considerable incentive for banks to be involved. This article states that for many institutions, following in the footsteps of direct marketers like USAA will...
- White papers
- Enterprise Management
- The client is a leading agribusiness company. The client runs SAP at multiple locations globally. Because of multi-location and multi installation nature, the administration and supports costs were very high. There was an urgent need to have a resource pool of trained SAP resources and to reduce the total cost...
- Case studies
- Claims Processing Solution
- The client is a leading insurance company based in the United States. The challenge put forth was to provide complete claims processing, customer care services by integrating the Mainframe system with a Siebel CRM solution, call center and web interface using FileNet for workflow processing. The solution provided were integration...
- Case studies
- Patni Manages the IT Helpdesk of the Largest Apparel Manufacturer
- The client is a Fortune 500 company, the largest apparel manufacturer in the world. Over the years, the client had acquired a legacy of complex IT infrastructure to address its changing business needs. Internal helpdesk to support this infrastructure was expensive. Quality of support had also become a concern area,...
- Case studies
- Workforce Management Solution Transforms the Company's High-Volume Call Center: Solution Improves Call Center Responsiveness, Agents' Job Satisfaction
- Belgium's leading global telecom service provider had to improve its Directory Information Service's (DIS) aging workforce management system. EDS implemented a solution that dramatically reduced average call response times, enabled call centers to handle more calls without increasing staff and boosted employee job satisfaction. EDS began by implementing VisualFMS, the...
- Case studies
- Group Health Cooperative: Healthcare Provider Takes Preventive Steps by Upgrading Desktop Operating System
- Group Health Cooperative counts on more than 10,000 computers at 60 sites to help provide medical insurance and care for approximately 540,000 patients. The organization worked with Microsoft Services to upgrade from Microsoft Windows 2000 Professional to Windows XP Professional with Service Pack 2 for its desktop and portable computers....
- Case studies
- Package Implementation and Integration, ADM Support and Levels 1 and 2 Help Desk Services Using the Global Delivery Model
- Based in Washington D.C., Intelsat is a global satellite communications service provider. Despite having achieved a considerable and positive track record involving project-based implementation work, the challenge was to follow up this success with follow-on outsourcing work. Infosys, Intelsat's preferred partner for ADM or Application Development and Maintenance outsourcing provided...
- Case studies
- A Transformed Contact Center Model Improves the Customer Experience and Drives Productivity: Fast and Attentive Customer Service Boosts Satisfaction
- This U.S.-based automaker wanted a robust CRM solution to support increasing numbers of customer contacts via phone, Web, e-mail and other channels. It also wanted to improve efficiencies and renew its focus on providing a superior customer experience. After evaluating the automaker's existing business processes and technologies, EDS selected Siebel's...
- Case studies
- Ashland Distribution Deploys Supportforce to 200+ Service Agents
- Ashland Distribution Company wanted to revamp customer service processes and improve productivity with an easy-to-use, hosted CRM solution. As a leading distributor of chemicals, plastics, composite materials, and environmental services, Ashland wanted to share information with members of its supply chain. After successfully piloting Supportforce with eight users, the company...
- Case studies
- 9 Tips for Outsourcing Your Small Company Computer Ops
- When a small company needs information technology or IT help, it typically does one of two things: it brings in a consultant to help it through the emergency at hand; or when it gets big enough, it hires a jack-of-all trades IT person. Other than that, most small businesses hobble...
- White papers
- Patni's Web Infrastructure Management and Help Desk Solution Delivers Targeted Business Results
- The client is a leader in providing financial solutions and insurance to customers across the globe. The client was looking for strategies towards cost reduction, ease of manageability and organizational effectiveness for its web infrastructure. The challenge was to provide web infrastructure management as well as 1st to 3rd level...
- Case studies
- A New Approach to Customer Service Helps Ensure a Sound Future: An Expert Siebel Implementation Gives Company a Competitive Edge
- When an earlier implementation of Siebel's call center software failed to deliver the results this German insurer desired, Condor turned to EDS for help developing a comprehensive customer relationship management strategy and implementing the technology infrastructure to support it. Drawing upon industry-proven best practices, EDS performed a comprehensive business analysis....
- Case studies
- Scotiabank: Next Generation Contact Center
- Scotiabank, the third-largest bank in Canada in terms of market capitalization and asset size, had delivered solid financial performance in the past decade. However, the vice chairman of Scotiabank's Domestic Bank realized that no single business unit was focused on the profitability and experience of its 5.46 million mass-market customers....
- Case studies
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