Convoy Launches Web-based Self-Support; Convoy/DM Users Gain Access to Round-the-Clock Customer Support.EMERYVILLE, Calif.--(BUSINESS WIRE)--Oct. 26, 1998--Convoy Corporation, the premier data migration and integration solutions leader for PeopleSoft (PeopleSoft, Inc., Pleasanton, CA, www.peoplesoft.com) A software company that specialized in enterprise-wide applications for client/server environments. Initially specializing in human resources, its package offerings covered the gamut including financial, distribution, manufacturing applications, has unveiled its new Website self-support self-sup·port n. The act of or capacity for supporting oneself, especially financially, without the help of others. self service for users of Convoy/DM(TM). This 24-hour, 7-days a week (24x7) support program, based on solutions from the Vantive Corporation, is designed to increase the efficiency of Convoy's customer support efforts. It enables customers to tap into a problem-resolution knowledge base and find answers to questions about their data migration projects. Users receive a password to access the Website self-support service, located at www.convoy convoy Vessels sailing under the protection of an armed escort. Since the 17th century, neutral powers have claimed the right of convoy in wartime, providing warships to escort their merchantmen and keep them secure from search or seizure. .com. After logging in A colloquial term for the process of making the initial record of the names of individuals who have been brought to the police station upon their arrest. The process of logging in is also called booking. , users are immediately sent to the service center, with a "live" link to Convoy's support database. A search engine lets Convoy's self-support users begin their query by looking for Looking for In the context of general equities, this describing a buy interest in which a dealer is asked to offer stock, often involving a capital commitment. Antithesis of in touch with. answers based on key words. When additional information is required, users may submit questions directly to the site. When customers log on to self-support, they receive a presentation tailored to their profile. Their own case histories are immediately made available on-screen on·screen or on-screen adj. & adv. 1. As shown on a movie, television, or display screen. 2. Within public view; in public. so that both the customer and Convoy's support staff can see a complete account of previous support cases -- both pending and resolved. Users can also track the status of each question they have entered and find out which support technician See PC technician and software technician. has been assigned as·sign tr.v. as·signed, as·sign·ing, as·signs 1. To set apart for a particular purpose; designate: assigned a day for the inspection. 2. to them. Additionally, the web site features an update on the status of a customer's product agreements and service contracts. Convoy's web solution came to life thanks to its implementation of Vantive 8, a suite of web-enabled software for automating call center, field service, sales, marketing, and help desk functions. Before the implementation of Web self-support, Convoy customers telephoned headquarters in Emeryville, Calif., but Convoy remained limited in its ability to track customer queries. "We were not able to generate reports, get a handle on our support load, or get a `big picture of the status of customer issues," said Caleb Entrekin, Convoy's customer support manager. "Our new system provides a live, interactive link to all of our customer support questions and issues - something extremely important to us, particularly as Convoy Corporation continues to grow at such a phenomenal rate," he continued. "Convoy's commitment to its customers is clearly demonstrated with the addition of Web Self Service," said Phil Dunkelberger, executive vice president of Vantive Corporation's Product, Technology and Marketing. "Vantive 8 allows companies to know more about their customers and their business, enabling progressive companies, like Convoy, to provide superior, global customer support," he added. About Convoy Corporation Convoy ddition, Convoy/DM facilitates the rapid developerty of their respective holders. |
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