Because of Dovetail CRM, enterprises
running Amdocs Clarify™ systems now have a unique – and superior –
choice for upgrading, or migrating their environment to a new platform.
Dovetail CRM
is built from the ground up for delivering reliable, scalable, and
secure system access over the internet, which makes it ideal for
inexpensively leveraging staff resources both locally and world wide.
“Companies are increasingly looking to leverage their existing CRM technology. Over the next five years, organizations will be looking to capitalize on the investments they’ve already made in CRM. [. . .] There are plenty of other drivers for CRM, however. Organizations still need to improve the customer experience.” – CRM market to grow steadily, Forrester study says
Dovetail retains all the aspects of Amdocs
Clarify that make it a powerful foundation for customer care
operations, but infuses new technologies for business agility and
efficiency – and cost savings. See Dovetail website: Custom Applications
Dovetail CRM
shines because of its open design philosophy. Virtually all components
of its object oriented platform are exposed both as APIs and as
standard web services, and this makes custom development faster, and
also safer.
The API layer separates
the data change from the presentation on the screen. With Clearbasic
it’s easy to make a programming mistake, like inserting an incomplete
record, that could damage the integrity of your data.
The Dovetail APIs are each self-contained, so programming mistakes roll back without causing a data exception.
Users
can create customizations and streamline in ways they wouldn’t dare
attempt with the standard Amdocs client. One customer added a new
customization where entering the most basic case information delivered
a report with complex formatting and logic that they couldn’t have
derived using their other options of Crystal Reports or Actuate.
“There’s no doubt that progress has been made on the
technology front. There’s a whole range of user friendly cost effective
applications out there that don’t need an army of IT staff to run them.
But there’s only so far you can simplify things, because technology is
only one factor in the equation, the other’s are process and people –
and they aren’t about to get any easier. The whole area of defining
what improvements you want the technology to generate, defining the
business processes that are required to support them, and then
persuading staff to follow the processes in a consistent and structured
fashion will remain a major challenge regardless of progress on the
technology front.” – No silver bullets
Actually, we think there ARE silver bullets, at least for Amdocs Clarify data users – to put it another way, with Dovetail CRM, you can cast your own silver bullets.
Quote from a satisfied Dovetail CRM customer:
“End-users have been delighted with the speed of
customization. It took a couple days of emails for Field Service to get
all the necessary approvals to change the custom field ‘Job Type’ to be
required. The code change itself was one word in the Active Server
Page. It makes the IS staff look really good when our side goes so
smoothly.”
Not only does Dovetail’s
programmatic-implementation approach typically create more effective
workflows, it also ensures a quick and low-risk start up – a double
win. The Dovetail systems consistently re-energize creativity in how
customer service operations are conducted. And this elevated morale and
spirit at the agent level is a great part of the answer to achieving measurable returns in providing an excellent customer experience.
