Global
中国
法国
德国
日本
英国Services Delivery
Open Text solutions for Customer Services support service delivery by enabling you to manage projects, bringing harmony between structured processes and unstructured content. Features include:
Project and Program Management solutions supporting distributed collaboration with secure access via standard Web browser
Standard templates for content and processes
Stage-and-gate methodology for managing and controlling complex programs consisting of multiple project activities
Access to customer data and documents required to understand deliverables and work within contract terms
Collaboration with solutions that enable service delivery staff to quickly access expertise and obtain responses to any urgent requests that may impede progress
Open Text delivers this functionality with the following components:
Software:
Open Text Contract Management,
Business Process Management, Document Management, Project Management
Supplemented by Business Content (e.g., predefined workflows) to give you a head-start in configuring workstreams and processes, Consulting Services, Training and Support tailored to meet your requirements.
Activities
Services Delivery involves Contract Management and Services Program Management.
Contract Management
Do your services representatives always know where your contracts are stored? Are they aware of all the rights and obligations customers have when they contact your company for post-sales support?
Open Text solutions for Customer Services support the processes relating to a contract throughout its entire lifecycle—from creation through fulfillment and modification to termination.
Central standard repository allows rapid access to contracts
Integration in Enterprise Resource Planning (ERP) and desktop landscape
Adherence to compliance and corporate governance guidelines
Access rights control
Contract templates
Solution Adaptations: Open Text Contract Management,
Back to topServices Program Management
Open Text solutions for Customer Services support Program Management by enabling your globally dispersed teams to communicate, collaborate, report on, and track project time, costs, progress, and team performance—all from a standard Web browser. This ensures that you deliver the services within the terms of the contract while controlling and monitoring performance to ensure customer satisfaction and to avoid costly overruns.
Leverage program-specific functions
Create process templates
Structure processes with stages and gates
Add multiple tasks to stages
Specify detailed review processes
Specify rights and roles
Import and export processes
Conduct real-time virtual meetings
Solution Adaptations: Business Process Management, Document Management, Project Management
Business Goals
Reduce non-productive administration time
Improve quality of service delivery
Improve customer satisfaction and loyalty
Key Performance Indicators
Reduced administration overhead cost
Fewer complaints
