Epicor and IBM Join Forces To Offer Specialty Retailers a Comprehensive Retail Management Solution

IRVINE, Calif., June 30, 2008  press release excerpt — Epicor Software Corporation (NASDAQ: EPIC) today announced a collaborative agreement with IBM to deliver a comprehensive, integrated retail system management product for specialty and department store retailers. As part of the expanded relationship, the two companies will develop and market a total offering to centrally manage and support point-of-sale (POS) hardware and software via IBM’s Remote Management Agent (RMA). Read more »


PhaseWare Announces Upcoming Webinar, “7 Ways to Automate Customer Support”

Learn how to increase responsiveness and meet every deadline without straining your staff or your budget.  Join PhaseWare’s Randall Nelson and Hoyt Mann for a short session on practical ways to automate your support operations.    
 
At this online event, you’ll learn how to:

  • Keep your customers in the loop, not in the dark, about when a problem will be fixed. 
  • Maintain Service Level Agreements without breaking a sweat.
  • Keep the pulse of your customers and know exactly when it goes up.
  • Escalate incidents without escalating the workload.

Details:
7 Ways to Automate Customer Support
 Friday, July 31st, 2008
8:30am PDT / 10:30am CDT / 11:30am EDT

Register for this webinar or learn more


Best Practices for Leveraging Your Existing CRM System

Many businesses outgrow their CRM system. But, before you consider purchasing a new one, make sure you’ve gotten as much value as possible out of your existing investment. Read more »


Aged Leads - Old can be Gold

Round Table Topic: Expert Advice on Leveraging Your CRM System to Survive This Economic Crunch

Jason Kort, Director of Marketing, SoftVu

Jason Kort addresses this month’s round table topic: Expert Advice on Leveraging Your CRM System to Survive this Economic Crunch”. Jason points out that aged leads have a lot of value that can be tapped in adverse economic situations.

A recent study of 100,000 aged lead survey responses across 38 different lending clients, reveals that 60-70% of aged leads remain viable after the second contact—some beyond even six months after applying online.  The typical practice of not following up with leads after one or two contacts—not nurturing leads effectively—means you’re throwing away 60-70% of your total investment in leads. Read more »


Loyal Customers Can Get You Through Tough Times

Round Table Topic: Expert Advice on Leveraging Your CRM System to Survive This Economic Crunch

Hoyt Mann, President of Phaseware, responds to our round table topic “Expert Advice on Leveraging Your CRM System to Survive this Economic Crunch.” Hoyt’s recommendation to focus on retaining existing customers in sage advice for any business.

Contributed by: Hoyt Mann, President, Phaseware, Inc.

Much attention has been given to the ways in which CRM can help generate new customers. In an economic downturn, your company must also focus on retaining existing customers. In the course of retaining these customers by keeping them completely satisfied with their interactions with the company, new customers may emerge through referrals. But those existing customers must be taken care of first. Read more »


Commit to Your Customers and Survive, Even Thrive

Round Table Topic: Expert Advice on Leveraging Your CRM System to Survive This Economic Crunch

Contributed by: Tom Millay, General Manager, Consona CRM

The customer retention component of your CRM system will keep companies competitive during this economic crunch.  Who can afford to lose customers as discernment is exercised when money becomes tight?  Never before is providing the right products/services, to the right customer, at the right time been more important.  

Read more »


Leverage Your CRM System to Maximize Your Client Base

Round Table Topic: Expert Advice on Leveraging Your CRM System to Survive This Economic Crunch

Ronald Lang, the CEO of Majestic Consulting Group offers our readers simple recommendations for leveraging your CRM system to maximize your client base. His insights help both product and service-based organizations discover new revenue opportunities.

Contributed by: Ronald Lang, CEO, Majestic Consulting Group, Inc.

A critical part of building your CRM strategic plan should be an effective “Customer Profile” to identify up-sell and cross-sell opportunities.  While new customers come at an extreme premium today with longer sales cycles, existing clients would be more receptive to hear your offerings, especially if it can be a positive impact to their business. Read more »


Infor Introduces Warehouse Management Software

from Inc.com, June 12, 2008Infor Software

Infor has introduced its new SCM Warehouse Management BUsiness Edition, a cost-effective supply chain software solution designed for small and midsize businesses, especially in the third-party logistics, manufacturing, distribution, and retail sectors.

Read the full article


What is a Virtual Call Center?

The Business Software Advisor

You ask the questions, and our resident software guru shares her wisdom.

This week’s question: What is a virtual call center and how could it benefit my company?

A:  When you think of a call center, you may imagine a noisy room, scattered with desks and overpopulated with chattering agents in headsets at all hours of the day.  In traditional call centers, agents are housed in a single site and are guided and monitored by in-house supervisors and managers. Quite oppositely, a virtual call center (VCC) is a customer contact center in which agents work remotely and are connected through an online software system that centralizes the center’s operations.   

Often referred to as the “call centers of the future”, VCC’s leverage Web and software technologies to achieve greater flexibility, accessibility, and, ultimately, a higher level of customer satisfaction.  These next-generation call centers feature integrated workforce optimization, speech-recognition technology, real-time reporting, comprehensive analytics, enhanced customer surveying and feedback mechanisms.   Several key technologies that support and define the VCC model are VOIP, scripting, intelligent routing, workforce management, and call monitoring/recording. 

According to the American Marketing Association, the average yearly costs associated with running a 200-agent operation top more than $10 million in some industries.  These costs come in part from investment in real estate and capital equipment, as well as from cost-of-living constraints in the headquartered region. 

Ask yourself: is the cost of operating a traditional call center a concern for your company? If so, you may want to consider going virtual.  In addition to cost-savings, transitioning to the virtual model of call center operations brings several other benefits: 

* Having no geographic constraints means companies have broader pool of talent from which to find agents.
* Agent retention improves: studies show that agents who work in more flexible virtual contact center environments experience less stress and greater satisfaction than their counterparts who work in traditional call centers. This, in turn, reduces turnover.
* Strategically placing agents in offices around the globe can ensure more effective and affordable 24/7 service by eliminating such barriers as time zones, foreign languages, and cultural differences.

VCC’s are not solely suitable for large enterprises.  Small-to-medium size businesses have the same goals of effective CRM, multichannel integration, efficient call routing, customer self-help, and first-call resolution as the “big guys”, and providers of virtual call center software are recognizing and responding to this market need.  Today, there are a number of reputable vendors who offer scalable, easily-deployed, cost-effective and readily-integrated solutions, designed specifically for SMB’s. 

If you’re thinking of implementing a virtual call center solution in your company, it would behoove you to research those vendors whose software systems fit with your company’s specific needs and goals.  A good starting point for this research is the free Business-Software.com “Top 10 Virtual Call Center Vendors - 2008” report. Now may be the perfect time to get out of that old customer service office and move to a new location: the World Wide Web. 


Choosing Accounting Software: A Buying Guide

When it comes to buying accounting software, you have a number of things to consider. This accounting software buying guide provides tips on defining you objectives, researching vendors, choosing on-site or on-demand.

What Can Accounting Software Do For Me?
Standard functions of most accounting software include: invoicing and tracking past-due bills, monthly reporting, credit card processing, customer statement generation, and electronic check writing. As a result of automating these everyday accounting processes, your business will see improved data accuracy and enhanced compliance with industry regulations.

Departmental communication will be streamlined, and staff productivity will increase. More freedom from laborious accounting tasks means more time for your team to focus on managing the budget, analyzing trends, uncovering opportunities for growth and making strategic decisions. In turn, the focus on higher level objectives and goals can lead to higher revenues.

Defining Your Business Objectives and Needs

The critical first step and is to review key business objects and future organizational goals. The selection of new business software is often driven by specific failures within the current system and thus focuses primarily on these requirements. But you’ll also want to take a close look at the long-term goals of your organization and the features of the new software that will help you in achieving those goals. For this reason, scalability is an important consideration: the new software must be able to not only support existing user requirements, but also allow for the future growth of the organization as a whole.

When preparing to purchase accounting software for your organization, be sure to document any special needs your organization has. Documenting your requirements will enable you to effectively communicate with the vendor and evaluate the pros and cons of each software system.

Researching Products and Vendors
When selecting an accounting software solution to fit your organization’s needs, it is important to do your homework. Don’t simply rely on the pitch of a single salesperson to give you the right answer; you will be rewarded for taking the time to review all of the options that exist for accounting software. A report that outlines the products and highlights of the top 10 accounting software vendors can be downloaded for free at business-software.com.

On-Site vs. On-Demand

On-demand accounting software, also commonly referred to as hosted accounting software or SaaS, provides all the same features and capabilities as on-site accounting software solutions. However, it is not installed and maintained at the company’s site. Instead, it is “rented” from a third-party application service provider (ASP), who takes on all responsibility for its deployment, storage, and ongoing administration.

Businesses simply pay a monthly fee to utilize the system and its functions, while the ASP handles the rest. Some advantages to a hosted software system include better affordability, rapid deployment, minimized technical administration, and accelerated return on investment. On the other hand, reduced control over the application and all its associated data; potential security risks posed by lower-quality applications; and increased long-term total cost of ownership.

Advantages of Web-based Software
The popularity of Web-based software continues to increase at a rapid pace. Companies are choosing Web-based accounting systems over client/server solutions for their improved accessibility and portability; ease of use; improved integration with online banking services and other electronic systems; decreased administration; and reduced total cost of ownership.
The term “Web-based software” can actually refer to either of two disparate solutions. These are:

• On-site accounting software packages that are deployed over the Web with a browser front-end, typically via corporate Intranets. These systems are also often referred to as Web-enabled accounting software.
• Hosted or on-demand accounting software solutions that are installed and maintained by a third-party application service provider (ASP), then accessed by end users through the Web.

In the past, Web-based accounting software systems were primarily for smaller businesses who couldn’t afford to buy the many available enterprise-scale software packages on the market. But today’s trends are proving that more and more organizations, both small and large alike, are opting for Web-based accounting solutions to address their most vital financial management needs.

Other Considerations
Today’s accounting software packages are designed to simplify and automate complex, manual financial management processes and improve the accessibility, accuracy, and timeliness of mission-critical financial data.

By streamlining and accelerating vital activities such as budget creation, allocation, and management; cash flow analysis; accounts payable and receivable; management of capital equipment and other assets; and financial reporting, accounting software can dramatically increase the productivity of finance staff members, while improving financial performance management and strategic company planning.

Most of the accounting software applications on the market provide the following features and capabilities, to improve all facets of financial planning, management, control, and analysis: general ledger management, controlling and budget management, cash management, financial forecasting, fixed asset management, compliance management, and advanced financial planning.

Being aware of all of the features that exist in various accounting software products will help you to identify the package that will best meet the needs and requirements of your organization.