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Compuware
One Campus Martius
Detroit, Michigan, USA 48226
313-227-7300

Solutions:

Changepoint PSA
Changepoint ITPM
Vantage
Uniface Mainframe Solutions


Service Economics

TSIA Awards

1

Company 360

Revenues: Privately Held
Installed Base: 23,000 + total Compuware customers
Employees: 4,300
Deployment: SaaS and OnPremise for Changepoint products

Customer References

1eEurope
SMART
National Environment Research Council

John Ragsdale Commentary

Today’s professional services organizations are faced with increased contract scrutiny from customers and intense market competition. To be successful, services organizations require integrated business management solutions that provide visibility into key performance drivers such as pipeline health, project profitability, employee productivity and client satisfaction; as well as streamlined, automated business processes to reduce administrative overhead, increase resource utilization and enable greater accuracy in management information. Compuware’s Changepoint PSA, available as an onsite installation or via Software as a Service (SaaS), provides services organizations with professional services automation (PSA) software to improve efficiency and provide total visibility into operations, enabling the proactive management of financial and employee performance.

Functional Coverage

  eService
> Web Collaboration
Proactive Chat
Email Response Management
> Agent Knowledgebase
> Agent Diagnostic Tools
> Customer Knowledgebase
> Customer Self-Service Problem Diagnostic/Self-Healing
Forums
Remote Control/Remote Diagnostic/
Self-Healing


  Field Service
> Field Agent Scheduling/Dispatch
Parts Inventory/Logistics Tracking
Wireless Field Service
  CRM
> Case Management
Entitlement
> SLA Tracking
> Customer History
> Upsell/Cross-Sell


  Contact Center
> Skills Based Routing
> Work Force Optimization
Quality Monitoring
Learning Management System
Voice Self-Service
> Survey Management


  Business Consultants
 
 
 

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