Would you be surprised to know that 62% of organizations consider the customer experience provided through call centers as a key differentiator from their competition (Deloitte - 2013 Global Contact Center Survey)? Or that nearly 80% of survey respondents feel the call center is the single largest factor involved in defining the customer service experience (Executive Report on Customer Experience)?
There are many call center statistics pointing to a common conclusion: an organization's call center is critical to its success. Sounds simple, right? Well, if it was that easy, then you wouldn't have 86% of people willing to pay for better service and yet only 1% saying that organizations are meeting their expectations (Forbes). A good call center provides quick, expert service to …
On this blog back in February, I introduced our eCommerce platform initiative: Cider. I then presented on Cider at the annual user group conferences in New Orleans (March) and Copenhagen (April). For those needing a refresher, Cider is a feature-rich eCommerce platform that offers powerful shopping cart and self-service capabilities, a marketing portal for marketers to create and assign promotions, a flexible administration panel for customizing the look and feel of your site, and built-in support for third-party plug-ins. The platform integrates directly with the Advantage engine via a new REST API.
So, six months later, how are things coming along? I'm happy to report that Cider is looking fantastic! We knew we were taking on a big challenge, but Team Cider is firing on all …
These Advantage features will be available in the summer of 2014. Contact your Advantage account manager for more information.
Back Up and Change Previous Phase in MSTFST: Previously, during MSTFST order entry you could not “revisit” a closed and committed entry phase (you were required instead to execute a Change Line once the order line was complete). This limitation has been relaxed, and you are now permitted to back up to earlier phases and make corrections. You thus have the freedom to jump ahead to future phases and/or return to previous phases, as needed. This is available only within certain parameters--for example, it is available only in Add mode, and your data entry layout must be using vertical/horizontal tabs or the expanding/collapsing sections.
Earn AMB Income at …
Congratulations to Ogden Publishing who recently completed a successful upgrade of Advantage. Project manager Eric Burbeck reports that it was an incredibly smooth and uneventful cutover. The ACS team included Philippe Rowland, Eva Weissman, Martha Krieg and Larry Kleber.
Tim Swietek, Ogden’s Director of IT, said it was the smoothest cutover ever.
Good work, upgrade teams!
The ACS Product Development department—specifically, the team led by Toby Hartman—recently welcomed Ben Sha as its newest member. Ben is a graduate of the University of Michigan where he earned a degree in computer science.
Ben always knew he would pursue some sort of engineering but didn’t choose his major until he attended his first computer programming class in college. Then he was hooked. He likes computer science because—as he puts it—“you can literally create something out of nothing.” In mechanical or other engineering branches, he explains, you start with an existing product and then work to improve it or add to it. In computer science, however, “it’s all ideas.”
A native of New Jersey, Ben looked at a number of engineering schools and chose to attend the University in …
Aaron Ridenour has joined the engineering team led by John Moore. Aaron is a recent graduate of the University of Michigan, where he earned a degree in computer engineering.
Since he was eleven years old, Aaron has known he wanted to do something with computers, but it wasn’t until his first programming class in his freshman year of college that he knew that “something” was programming.
A native of Pleasant Ridge, Michigan, Aaron now lives in Ann Arbor, near the university campus. When he isn’t working, Aaron enjoys watching hockey and football. He plays some football as well and looks forward to his weekly poker night with friends. He is also an enthusiastic “gamer”—with Watch Dogs his current game of choice on his new PlayStation 4.
We welcome Aaron to the Advantage family!
PRESENT CHALLENGES (Self-Pity):
In the public sector, employment statistics loom large. Among the AdvantageCS software development team, deployment statistics are a far bigger concern. Throughout all the years I’ve worked with Advantage, tools and techniques for installing and upgrading the software have been a constant, if unheralded, focus. Ever since the cutover to .NET, though, there has been a distinct upward trend in the attention we pay to smoothly and successfully installing our software on clients' servers and integrating it with their customizations.
In this post I will recap recent developments and describe coming attractions.Before getting into that, though, permit me to indulge in just a bit of self-pity about what a challenge we face. When I think about the behemoths …
Aller Media’s Danish operations are now live on Advantage, with Sweden, Finland, and Norway soon to follow. Aller Media is the leading publisher of weekly magazines in the Nordic countries with a weekly circulation of approximately 2.7 million issues.
At the onset of this multi-level, multi-phase complex project a year and a half ago, the Aller team set a go-live date of 19 May, 2014. And due to the hard work and long hours put in by many Aller and ACS people, that deadline was met.
The core Aller project team included staff with lead roles from across the business and included: Susanne Karll as the project manager, Martin Paluszewski as the integrations and IT lead, Maria Mortensen and Camilla Mørch as the customer service leads, Kirsten Wandall as the marketing and …
In my last post I talked about ways of going beyond or cutting across digital editions and even titles and allowing a user to access content by a certain author, or packaging content with other components such as membership dues, books, e-books, subscriptions, and the like.
The segment of publishing which is waaaaaay ahead of the others are the scholarly publishers, such as the STM and academic publishers. These publishers started digitizing their content back in the late 1990s. Initially, the digital "version" of the journal issue was available to print subscribers as part of a package. Eventually, however, they found that more and more of their readers were only interested in the digital content access and didn't really want print journals cluttering up their offices. Institutional …
by Dan Heffernan
Some time ago, a group of us at AdvantageCS were trying to come up with a short description for Advantage (the application) and were struggling to put it concisely, since Advantage is so many things. It has been described as a CRM, an ERP, a fulfillment system, and an order processing system. We made poor attempts at metaphors to help communicate conceptually what Advantage does – we tried a heart, or the engine of a car. These metaphors broke down quickly. Then we thought of four words that describe the broad areas that Advantage addresses: marketing, sales, distribution, and analysis. We turned this into a marketing campaign: Market, Sell, Deliver, Analyze. Repeat. This is a pretty accurate description of what Advantage does at a high level.
But during this time, …