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Research Report

Maximizing Technology Investments with Integration

This report is for Professional Services members only

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A TSIA webcast survey found that technology firms access as many as 12 separate applications or data repositories on average in order to resolve a customer issue. As companies have grown through mergers and acquisitions, and as service organizations have added on “best of breed” tools one at a time, most companies store customer and other critical enterprise data in many disparate applications. This complex environment is not only a challenge for new employees, but creates confusion and inconsistencies when different employees leverage different data to complete work tasks. The nirvana for IT organizations is a single vendor environment, where every application comes from a single vendor, and all data and processes are integrated end-to-end. But very few companies have stuck to this strategy, especially as innovative tools are introduced by startup specialists, forcing early adopters to abandon single-vendor strategies. However, today’s on premise and cloud technology comes complete with fully documented and multi-threaded API (application program interface) catalogs, so cross-enterprise integration is possible, even using disparate vendors. This report will discuss key integrations between CRM, PSA, ERP, multi-channel, knowledge and social applications that companies should consider to reduce employee work time, increase accuracy, and provide better visibility into the quality of work performed and potential revenue. Service management considering new technology purchases must factor integrations into Phase One of the implementation, but even companies relying on legacy systems should identify needed integrations and prioritize them in order of impact. 

Authored By:

John Ragsdale

VP Research, Technology and Social, TSIA

Publish Date: December 9, 2013

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