CRM - Customer Relationship Management

Fri, 1 May 2009 12:19:06 +1000

When it comes to entry level Customer Relationship Management Systems (CRM), you need look no further than Core2 CRM™ from Productive Computing Inc. in the USA. This powerful, feature packed CRM is the perfect multi-user, cross-platform solution for capturing and organising your company’s important data.

The solution has been built using the award winning FileMaker Pro database engine and development platform. The Core2 CRM™ allows users access to intuitively manage all your company and individual contacts, letters, faxes and email correspondence history, group calendaring, employee task lists, letter & email marketing campaigns, notes and associated documents.

Using the Core2 CRM™ as the foundation of your system, additional business specific modules can be integrated, providing a fully featured, custom solution. This means that the overall software development can be accelerated and that the initial startup costs are significantly reduced.

Download the Product Data Sheet from here.

Global Directory - Search and Messaging System.

Fri, 4 Apr 2008 13:36:01 +1100

The Global Directory is a proven and valuable product being used by some of the largest Companies in Australia including SingTel Optus, Lend Lease and EDS.

At SingTel Optus, the Global Directory handles more than 280,000 staff directory searches and delivers 20,000 messages to mobile phones and pagers each week. Optimised for rapid response, it saves Companies time and money and facilitates improved service to Staff and customers alike.

Applications for GlobalDirectory include:

• Staff or Customer Directory, with staff lists, services, organisational structure..
• Messaging to Mobile Phones, Pagers and PDA’s.
• Data Warehousing - Fast access to any tabular data like transaction logs, Call Data Records & Billing Information.

Practical features include:

• Search thesaurus
• Unlimited data tables and records
• Sub-second response times
• Access to Macs/Pcs via client application, web browser, mobile phone or wireless PDA’s
• Individual and group SMS messaging
• Fast and easy to use
• Storage of graphics like pictures, movies and location maps
• Data tables can be secured by password
• Full audit logs written by the server

Detailed search information can include:

• All personnel contact information including phones, pagers & email details
• Team or personal assistants contact details
• Employee ID, Employee position, Employee status, plus NT authentication login details
• Company and organisational hierachy & structure details
• Employee Photo
• Physical Location details including node and asset allocations
• Reports to details including Manager, 2nd level Manager and so on
• Opex and Payroll Cost Centre details
• Notes

NIR - The Network Incident Register

Fri, 4 Apr 2008 13:33:48 +1100

The Network incident Register enables Network Assurance personnel to manage network incidents and thus reduce the impact on the business. As faults are reported, each incident is recorded and through a process of due diligence, those responsible for fault resolution are assigned action points. It is these Action Points that are monitored through to incident Resolution.

The System provides the functionality to fully document - not only the incident, but the root cause, the fault detail, the chronological order of events and primary cause while providing Senior Management with ongoing status Reports. As a result there is a clear audit trail to monitor and manage, those assigned actions to the various responsibility groups, accountable for the incident resolution.

Applications for the Network Incident Register include:

• Network Assurance and Incident Management.

Practical features include:

• Ability to store information in a centralised repository.
• Audit Trail with exception flagging allowing for the Action Points to be monitored and those responsible to be held accountable.
• Information readily available as the System is easy to use.
• Data tables can be secured by password (LDAP, Active Directory)
• Record Locking allowing authorised users to see all but only edit those records of Systems they own and assign custom privileges for each user, specifying what they can view and edit, down to the record and field level.
• Import virtually any type of information including Microsoft Excel files, Word documents, pdf files, and more.
• Find Incidents instantly by simply switching to Find mode and entering your key Search terms.

Detailed information includes:

• Incident details including: Incident unique identifier; subject description; time & date; incident creator
• Service Impact details including: Products and Services affected; Fault Location/s; Equipment impacted; Personnel escalated.
• Fault Summary details including: Root Cause Analysis; Accountable Entity; Recovery Date & Time; Outage Duration.
• Order of Events - A Chronological documentation of the order of events.
• Primary Cause.
• Action Points including: dates & times, responsibility; progress; resolution & date; action status.
• Comprehensive Reports including: Summary Reports; Open Incidents & Actions and; Aging.

SysCat - The IT Systems Catalogue

Fri, 4 Apr 2008 13:32:03 +1100

The Systems Catalogue is a register that facilitates information being stored in a central repository. Once populated with valuable system information, System Managers can then keep this information updated for the benefit of key stakeholders. Furthermore, it provides the business with a snapshot of the current state of all systems in production or in development. This information can be referenced by the business for planning purposes, specifically:

• IT Business Planning & Strategy to update IS Plans
• IT finance to budget IT CAPEX/OPEX
• Commercial Managers to monitor vendor service level agreement costs
• Business System Managers to monitor & track system performance
• LOB Managing Directors, Marketing and Sales Directors and IT in General

Applications for SysCat include:

• The capture, registration, storage and reporting of valuable System or Application information, for the benefit of key stakeholders and the wider audience.

Practical features include:

• Ability to store information in a centralized repository.
• Audit Trail allowing the currency of data to be monitored and those responsible to be held accountable.
• Information readily available as the System is easy to use.
• Storage of graphics like Solution Designs, Entity Diagrams and Product Dependancy or Business Process maps.
• Data tables can be secured by password (LDAP, Active Directory)
• Record Locking allowing authorised users to see all but only edit those records of Systems they own and assign custom privileges for each user, specifying what they can view and edit, down to the field level.
• Import virtually any type of information including Microsoft Excel files, Word documents, pdf files etc..
• Find detail instantly by simply switching to Find mode and entering your search criteria.

Specifically the information stored includes details such as:

General Details: System name; an overview or description of the application; System Type; remarks or notes.

Document Activity: Primarily for noting change management documentation; document status; Change Management Review Board information.

Interfaces: Upstream & Downstream system interfaces.

Platforms: Platform details including hardware, Operating System, Tools, Languages, Database.

Server Details: Server details including Server name; IP address; Node; Physical Location;
Configration.

Product Dependancy Mapping: Products and Services the System supports.

Version Log: Version Details; production number; vendor release number; date of release; status.

Release Management: Release Details (date, release number, release manager).

Components: System Components or subsystems/modules.

Personal Information: Privacy Act confidentiality status (details on the type of personal/private/
confidential information)

Support Details: Statements of Work; Vendor Contract Agreements; IT OPEX planned/actual;
Support costs.

Human Resources: Details of all Stakeholders including - System Owners; Managers; Subject
Matter Experts.

System Assessment: System Assessment as to its functionality; fit-for-purpose; security; data integrity;
flexibility.

Functions: Functionality.

Data: Type of data stored

CapitALL - The Capital Efficiency Programme

Fri, 4 Apr 2008 13:27:54 +1100

Corporate Capital Efficiency Programmes are set up to ensure that funds are allocated in the annual budget to facilitate capital works that will provide various Lines of Business with new, enhanced or more efficient products, services and capabilities. Furthermore, the CEP attempts to ensure the effective use of capital resources.

The process consists of a common disciplined approach to funding programmes and projects underpinned by a consistent capital governance framework. CapitALL manages the entire CEP process acting as an interface between users and the Captital Efficiency Process.

CapitALL is a comprehensive FileMaker Pro system with an intuitive, friendly interface and is used to manage and track the distribution of these funds to individual programmes and to apportion accrued benefits to each programme. It holds all the information and procedures necessary to prepare a business case for capital evaluation - a single, centralised, point of reference.

While Program Managers are focused on their Program objectives - delivering on budget, to specification, on time - of equal importance are the outcomes of each Program and how the business will change as a result. The System captures these business outcomes, together with assumptions and KPI’s, against which Programs can be reviewed.

All business cases are prepared within the System. This provides ease of use and reference as the case is developed through the various stages. It will also facilitate consistency for capital program authorisations. General Project Management techniques and templates can be maintained by the Program/Project Managers and where necessary attached to Business Case submissions as supporting documentation.

Applications for CapitALL include:

• Preparation of Business Case for submission at a Capital Review Board for approval of Capital Funding for Project drawdown.
• Monitoring of ongoing outcomes and the business benefits including ROI, Payback and other KPI’s.

Practical features include:

• Greater visibility and KPI tracking of the benefits promised for each Program.
• The ability to compare Program returns to management plan objectives and returns.
• Documentation of assumptions about Outputs and Outcomes & the sensitivity around those assumptions for each Program.
• Visibility across the whole Program Management process for all stake holders, including CRB members.

Detailed information includes:

• Program/Project Details.
• Business Case template including: given various assumptions, the components that make up the Financial Model - Revenue, Capex, Opex, Cost Of Sale, HeadCount, Units/Traffic Demand Forecast including financial reporting of P&L, Cash-flow, Payback, IRR and more.
• Benefit Tracking.
• Capital Approval Tracking - recording date and amount of all Capital
expenditure approvals and drawdown of Project Funds.