Whitepapers & Case Studies
White Paper by Topic
This Enterprise Innovation eGuide aims to equip readers with the necessary knowledge and tools, culled from the experience of those who ply the call center trade.
White Paper by Topic
Customer serving organisations have always faced a demand dilemma. This paper lays out the reasons why contact centre strategy is changing, outlining the benefits of the different solutions out there, and provide practical guidance to how to move to a hosted or virtual model.
This knowledge paper examines and explores the key elements that will allow organizations of all types to continue to evolve their approach to addressing the questions and concerns of an evolving and increasingly web-centric customer base.
While CRM success rates have risen dramatically over the years, many
companies still struggle to achieve the return on investment they anticipated. This white paper looks at the top three reasons that CRM initiatives fail to achieve their goals and provides clear, practical recommendations for ensuring that your CRM initiative avoids these pitfalls and delivers desired returns.
White Paper by Topic
Industry leading companies have long employed smarter supply chains to cut costs, reduce cycle times, and achieve greater, sustainable growth. In today’s uncertain economy, a continued focus on improving the physical supply chain is necessary but insufficient. Whether your primary business is manufacturing, distribution, or retail, there are additional steps you should take now to outsmart the recession.
White Paper by Topic
Customer serving organisations have always faced a demand dilemma. This paper lays out the reasons why contact centre strategy is changing, outlining the benefits of the different solutions out there, and provide practical guidance to how to move to a hosted or virtual model.
Shrinkage can be one of the more elusive metrics in the contact center, but don’t underestimate its power. If properly measured and managed, the use of shrinkage can enable contact center leaders to achieve the ideal balance of productive and unproductive time. Unchecked shrinkage will negatively affect service levels and the overall contact center budget.
This Genesys white paper outlines the particular challenges facing service delivery operations — both within and outside of the contact center. It then describes the type of solution required to address these challenges. Finally, it shows how Genesys enables you to optimize service delivery across your entire enterprise.
White Paper by Topic
For companies with complex sales cycles – in high technology, industrial machinery, and advanced materials, for example – improving sales pipeline performance is essential for achieving revenue growth.
Does your organization see the recession as a sales problem or a strategic business opportunity? In this paper, John Gordon, President of Selling 2.0, says that a recent study highlight a gap between what experts are offering as sound sales tactics and what top field sales professionals are actually doing.
This SAP paper explores some of the challenges facing consumer products manufactures with regard to TPM – and it articulates an end-to-end process that leverages the integration of critical front- and back-office applications to drive out costs while improving profitability and brand equity.
Knowledge Central
Knowledge Central
Operational risk is an ever-present challenge of the banking industry, inhibiting performance and reducing profits as banks need to keep adequate reserves of capital to cover potential losses. But in recent years, corporate wrongdoing, high-profile fraud and major process failures have put the dangers of operational risk – and the consequences of poorly managing it – in the spotlight. This case study looks at how Woori Bank in Korea went with analytics to reduce its operational risks.
This case study is about how Hindustan Unilever uses change management solution from SAP to synchronise software development across all its offices in India.
To achieve their primary objective of reducing operational costs while improving customer serivce, Telkomsel chose Sword Ciboodle to revolutionize their core customer facing processes. Today, Telkomsel maintain their lead position in a highly competitive market via a strategy to differentiate through their customer service.
With high expectations for service and overall project execution, and because the company sold its products through a network of dealers, Asian Paints, India's largest paint company, lacked visibility into the entire painting process and the needs of the homeowner. This situation prompted Asian Paints executives to explore ways to establish a more direct link to the end customer. This case study is their story.
Executives at Enpirion, an analog semiconductor company, wanted to know what they were getting before they bought a new CRM system for their rapidly growing business.
