ITIL CRM Solution: Amdocs

Compucom leverages Amdocs ITIL-compliant CRM solution to provision services. ...

... "CompuCom Systems, Inc. has selected Amdocs CRM to help deliver support to its enterprise customer base. CompuCom Systems is a leading Information Technology (IT) managed services provider that offers IT outsourcing, application development, systems integration, and consulting, as well as the procurement and management of hardware and software. CompuCom provides outsourced 24-hour help desk support services to Fortune 1000 companies, as well as hardware and software repair services utilizing the company's 3,100 field service technicians. To deliver an enhanced customer experience, the company chose to partner with Amdocs. Amdocs has pioneered Integrated Customer Management (ICM) - a strategy designed to help service providers worldwide deliver a better customer experience by placing the customer at the center of everything a service provider does.

CompuCom is currently using several modules of the Amdocs CRM suite of products, including customer support, contract management and quality assurance, to manage the entire customer lifecycle from proactive remote device management through the delivery of onsite field services. Amdocs CRM consolidates all customer data onto a single, unified platform that can be integrated into existing back-office systems, allowing CompuCom to easily access customer information and increase response times to help desk requests. One of the main reasons CompuCom chose to adopt Amdocs CRM is that it is ITIL-compliant. Information Technology Infrastructure Library (ITIL) represents a set of best practices around the support and delivery of IT services, including guidelines surrounding customer service and service management implementation, designed to align IT with business objectives. " ...

ITIL CRM Solution: Amdocs: Via Amdocs: Amdocs Expands Partnership with CompuCom Systems to Deliver an Enhanced Customer Experience to CompuCom's Enterprise Customers