Achieving Excellence in Customer Care with Oracle Utilities CC&B
For nearly a century, utilities have been drivers of economic development and growth for the customers in the communities they serve. Especially for communities in suburban and largely un-industrialized areas, a utility’s connection with the customers it serves is a very personal and important one. However, once-rural markets are growing and changing in ways never seen before, and that personal connection is being challenged by shifts in demographics, consumer demands and mobile computing.
As customer base continues to grow, diversify in complexity, and expand its demand for services, providing a personal touch while at the same time building cost-effective mass appeal into its services can be a daunting challenge. The challenge of adapting to new customer demands or scaling services to an ever larger marketplace can be overwhelming, and that challenge can be exacerbated by the aging customer relationship, technologies available to your utility today.
Achieving Excellence in Customer Care with Oracle Utilities CC&B (PDF)
Top 10 Ways to Get the Most Out of Salesforce (Wave6)
Building a cloud-powered business requires more than just giving your people access to new systems. To get the maximum value from an application, you need to understand how your workforce and your business benefit. That’s especially important when the application – like Salesforce – is so central to your bottom line.
This paper will go over the best ways your organization can get the most out of Salesforce.
Top 10 Ways to Get the Most Out of Salesforce (Wave6) (PDF)
How to Overcome Cultural Challenges to Implementing Salesforce Chatter (Wave6)
Change is a constant in business. However, every organization has a different appetite for change, with some people readily embracing it, and others genuinely uncomfortable with it. Introducing a new technology is no exception. Implementing Chatter successfully is key to achieving a high user adoption rate, and a high user adoption rate will help maximize ROI with your Salesforce investment.
The purpose of this paper is to provide information on how to overcome possible challenges to Chatter implementation. Understanding your organization’s resistance to Chatter can help you plan your launch in a way that minimizes the pain of change while maximizing the benefits – such as higher levels of collaboration, improved communication, and a reduction in email.
How to Overcome Cultural Challenges to Implementing Salesforce Chatter (Wave6) (PDF)
Implementing Oracle BI Applications during an ERP Upgrade
Periodic Enterprise Resource Planning (ERP) upgrades are necessary to incorporate new features and to stay within the vendor’s window of preferred releases. These upgrades can often be a major project costing hundreds-of-thousands or even millions of dollars. Organizations regard their ERP systems as strategic assets as they contain confidential enterprise wide data. This data- if accurately reported- can provide an up-to-date status of the health of the organization at any moment. Therefore, it is imperative to consider the impact of upgrading reporting systems when embarking on an ERP upgrade.
This whitepaper provides insight into some questions you should consider when planning for an ERP upgrade and why adding an integrated BI solution during an ERP upgrade can reduce costs and drive improved business efficiency. We will then take a moment to examine Oracle’s OBIA Suite and the advantages it can provide.
Implementing Oracle BI Applications during an ERP Upgrade (PDF)
The Information Management Center of Excellence: A Pragmatic Approach
A recent Gartner research report states bluntly that; “organizations without such cross-functional centers will find that their efforts do not deliver the promised results, and their BPM initiatives will subsequently be disbanded. Fully 50% of BPM projects conducted without CoE support go belly-up”, according to Gartner.
The excerpt from the Gartner report correlates with Emtec’s Information Management & BI experience however we wouldn’t agree that projects go ‘belly-up’. We have seen many cases where projects only deliver a small percentage of the benefits available as a result of no formal Center of Excellence (CoE) having been established.
In this Whitepaper we share our functional, technical and management consulting experience, to provide organizations with some pragmatic advice & recommendations on how to develop a CoE group that is aligned with the information management goals of the organization.
The Information Management Center of Excellence: A Pragmatic Approach (PDF)
Crawl, Walk, Run approach to Building an IT Service Catalog
In reading this paper, you’ll discover best practices to develop and present a service catalog that positions your IT department as service-centric, maximizing customer satisfaction levels. You will understand the differences between the service catalog and service portfolio – they’re not the same, although many believe that they are.
As in prior Emtec papers, wel frame this discussion within our “crawl, walk, run” approach, which enables an IT department to pursue other business objectives without major disruptions to day-to-day operations. This phased-in approach significantly increases your chance for success by helping you avoid many of the pitfalls in service catalog development.
Crawl, Walk, Run approach to Building an IT Service Catalog (PDF)
The Business of IT A Practical Guide to Measuring the Value of IT Services (VBM)
The purpose of this paper is to help IT leaders not only answer the tough questions they are asking themselves, but also answer the questions being asked of them by business leaders and board members. The paper includes a detailed description of VBM and provides examples of how some organizations have benefited from this pragmatic approach to creating, documenting and managing the business value of IT.
The Business of IT A Practical Guide to Measuring the Value of IT Services (VBM) (PDF)
Crawl, Walk, Run approach to ITIL
Along the way to widespread adoption of ITIL, organizations have hit a number of bumps in the road. They have sometimes taken a “deep dive” when they ought to be dipping their toes. Organizations want ITIL in a huge way, and they want it now. This paper will detail how to proceed with ITIL adoption in a measured, effective way. Yes, it’s true that ITIL is transformative. But where do you begin? To optimize performance and ensure your endeavor into ITIL succeeds, you need to crawl before you can walk, and walk before you can run.
Crawl, Walk, Run approach to ITIL (PDF)
Services Based Delivery of Virtual Applications: Avoiding the Pitfalls of Traditional Virtualization Strategies
More often than not, companies jump into virtualization strategies with little knowledge or experience as to what value a broader approach could do for their organization. As a result, they are often disappointed when the cost-savings and efficiencies don’t materialize according to plan. Even those organizations that achieve real savings by effectively reducing their hardware footprints and the associated power, cooling and floor space- often leave significant financial opportunities on the table if they focus solely on hardware virtualization.
The purpose of this paper is to help IT leaders look more holistically at the role virtualization plays in their quest to reduce expenses and build a more efficient and agile IT operation. In addition, Emtec outlines its proven, five-step framework to help readers begin driving greater business value out of their virtualization investments.
Services Based Delivery of Virtual Applications: Avoiding the Pitfalls of Traditional Virtualization Strategies (PDF)
Not All Data is Created Equal: Designing and Managing a Tiered Storage Environment
Enterprise storage costs are spiraling out of control. Demands for storage capacity have been exponentially increasing across multiple industries, and IT departments are too rapidly reacting to these demands—purchasing hardware and software before assessing what they actually need. “Knee jerk” spending is costing companies tens- to hundreds of thousands of dollars each year.
This paper examines the benefits and strategies behind storage assessments and the advantages of tiered storage environments to curtail this type of spending and help gain the most value out of existing storage.
Not All Data is Created Equal: Designing and Managing a Tiered Storage Environment (PDF)