CRM - December 2007 - (Page 46)

RE:TOOLING BY COLIN BEASTY in this issue ■ CRM USER COMPANIES Business Problem: Tech Solution: Defect-tracking software > > Product: A business is unable to track product-defect issues across development teams and customers. References are to the first page of the story or section in which the company appears. ABC (Walt Disney Co.) 16 Acumen Solutions 16 Amazon.com 12, 28 Avon 28 Blockbuster 12 BusinessWeek 28 Covad Communications 41 CPI USA 41 Dell 28 DirecTV 41 DTE Energy 41 Green Mountain Power 16 InsideFlyer Magazine 28 Kryptonite Locks (Ingersoll Rand) 16 MSNBC.com 28 NBC (NBC Universal) 16 Netflix 12 Newsweek 28 OneWorld.net 16 Overstock.com 28 Petco.com 28 Quincy Compressor (EnPro Industries) 41 Quixtar (Amway Corp.) 28 StarWars.com 28 VH-1 (Viacom/MTV Networks) 28 Village Roadshow 34 Wikipedia 28 For almost as long as there’s been software, there have been specialized programs to track problems within computer applications. These defect-tracking solutions are designed to ensure quality and help programmers keep tabs on reported software bugs. When integrated with a CRM system, companies can track and follow the defect-resolution process to improve the quality of the product and keep users and customers satisfied. Axosoft OnTime 2007 Delivery Model: Web-based and installed software Price: Starts at $495 for a five-user starter pack (installed version) or $49 per seat, per month (Web-based) Business Benefits: OnTime 2007 is an integrated defect tracker, requirement manager, and help desk incident tracker with a focus on software defect tracking. OnTime is designed to assist software teams with tracking software bugs, collaborating better to fix them, and shipping software on time. Functionality: Help desks can track software bugs, software requirements, team member tasks, and use OnTime as a ticketing system for managing IT department support requests. Workflow management functionality allows development teams to build workflow or process management into the system, and work-log tracking allows managers to track the time spent on each item and compare it to estimates to improve future projections. Contact: Axosoft Software at 480-362-1900; or visit www.axosoft.com > > Product: ■ADVERTISERS Accenture back cover www.accenture.com/outperform Aspect inside front cover www.PerformanceEdgeSuite.com AT&T 7 www.att.com/builtforbusiness 866-9ATT-B2B BlackBerry 9 www.blackberry.com/mobileCRM CompanionLink Software 43 www.companionlink.com CRM magazine eWeekly 39 www.destinationCRM.com/newsletter CRM magazine subscriptions 49 www.destinationCRM.com Faulkner 47 www.faulkner.com 856-662-2070 Packet8 11 www.Packet8.net 866-913-7684 Practical Books 15 www.infotoday.com 800-300-9868 RightNow Technologies 4 www.rightnow.com/nikon SalesGuru.com 42 www.salesguru.com Speech Technology 40 www.speechtechmag.com www.speechtek.com 800-300-9868 Soffront Defect Tracking Delivery Model: Web-based and installed software Price: Starts at $1,000 per seat (installed), or at $60 per seat, per month (Web-based) Business Benefits: Soffront Defect Tracking is a defect- and bug-tracking solution used to follow product defects and manage product-enhancement requests. The software comes fully integrated as part of a complete CRM suite, and allows users to follow the defect-resolution process and work the defect from initiation to closure, enhancing product quality and customer satisfaction. Soffront Defect Tracking helps compress product-release cycles, avoid redundant work, and accelerate time to market. Functionality: Soffront Defect Tracking includes configurable workflow to match any processes. Features include: automatic assignment of defects and bugs; full bi-directional integration; integration with Microsoft Visual Source Safe; automatic email notifications; time/cost tracking; comprehensive reporting and querying (requiring no IT support); online and email defect submissions; multilevel group security; and SSL support. The product also allows customers to manage test cases, attach files, capture system information, plan activities and tasks, support multiple product groups, and monitor/enforce business-process rules. Contact: Soffront Software at 800-SOFFRONT; or visit www.soffront.com > > Product: TechExcel DevTrack Delivery Model: Installed software Price: Starts with a base price of $5,000 for the enterprise edition and adds $650 per fixed user license Business Benefits: DevTrack is a project-tracking tool used by development teams to comprehensively track and manage different types of issues, from new features or product enhancements to product defects. DevTrack allows development teams to more efficiently collaborate to resolve issues between different users, teams, and customers. Functionality: Forms and fields are customized through a point-and-click user interface to fit business processes and requirements. A client/server-and-Web architecture provides remote access via Web connection and a full-featured Web browser client, or via desktop Windows client. Project managers and administrators can control individual access to pages and fields based on role or issue status. ■WEB EVENTS CRM magazine Web Event Thank You inside back cover www.destinationCRM.com/webevents/ Oracle Webinar 13 www.destinationCRM.com/webevents/oracle/12dec2007 Contact: TechExcel at 925-871-3900; email info@techexcel.com; or visit www.techexcel.com Contact editor@destinationCRM.com. 46 CUSTOMER RELATIONSHIP MANAGEMENT | DECEMBER 2007 http://Amazon.com http://MSNBC.com http://OneWorld.net http://Overstock.com http://Petco.com http://StarWars.com http://www.axosoft.com http://www.accenture.com/outperform http://www.PerformanceEdgeSuite.com http://www.att.com/builtforbusiness http://www.blackberry.com/mobileCRM http://www.companionlink.com http://www.destinationCRM.com/newsletter http://www.destinationCRM.com http://www.faulkner.com http://www.Packet8.net http://www.soffront.com http://www.infotoday.com http://www.rightnow.com/nikon http://www.salesguru.com http://www.speechtechmag.com http://www.speechtek.com http://www.techexcel.com http://www.destinationCRM.com/webevents/ http://www.destinationCRM.com/webevents/oracle/12dec2007

Table of Contents Feed for the Digital Edition of CRM - December 2007

CRM - December 2007 Contents Front Office Reality Check Customer Centricity SAP’s Midmarket Design A Shift in SAP’s Growth Strategy: Buy Big to Get Bigger The Buyer Is Your Owner Prime Time for Streaming TV The Word on the Floor Market Focus: Energy/Utilities: Speaking Truth to Power (Companies) The Pulse Required Reading It’s All Coming 2.0gether Power to the People Speak Up! Document Management That's a Breeze Customers Gain Traction With Off-Road Vehicles Getting Connected With Surveys Mobile Data Gets Better Reception Secret of My Success Re:Tooling The Tipping Point Pint of View

CRM - December 2007

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