LogMeIn’s Rescue enables IT teams to support PCs, Macs, and mobile devices securely anywhere at any time over the Internet. In analyzing the experiences of Rescue customers, Nucleus found that a single remote support tool to support multiple types of devices, coupled with Rescue’s ease of use and management dashboards, enabled companies to increase support staff productivity, accelerate issue resolution, […]

The technology industry is shifting to more of a services-led business model than ever before. According to the Technology Services Industry Association (TSIA), organizations are making fundamental changes to their organization structures, delivery models are changing, support organizations are adding new capabilities, and mission statements are changing at breakneck speed. They are adding new services, taking on new roles and […]

MWD case study reports are designed to help organization considering or actively working with collaboration software understand how others have worked to obtain benefits from collaboration implementation, and how they have worked to overcome challenges that have arisen along the way. All MWD’s case study reports follow a standard model, and are researched using a standard process which is driven […]

Can you imagine having thousands of knowledgeable users of your products and services ready to advise your research and development department? If you’re a customer, do you dream of having products and services that solve your complex business problems, fast answers to your questions, and easy access to people and information that help you do your job?  If your organization […]

Use of consumer grade social media and collaboration technologies has become commonplace in an enterprise context.  Much less common is the use of secure and compliant social business solutions, which foster improved teamwork and information sharing that measurable improves business results.  Aberdeen’s research identifies five best practices that consistently describe the top performs in social business collaboration, and proves insights […]

Social communities transform customer engagement and provide an innovative way for organizations to extend their reach and provide higher value support for their customers, partners, and employees.   If your organization seeks to gain insights from your customers and help them get the most out of your products and services, these case studies, ideas, and best practices will provide you […]

Inability to access or effectively use technology tools is the top struggle hindering contact center agents’ ability to do their jobs and fulfill their organizational mission: to delight customers.  This report both observes the way enterprise social collaboration (ESC) tools help companies empower their agents through connectivity and drive results and studies best practices in highly successful enterprise social collaboration […]

Corporate Communications is uniquely positioned to help make collaboration initiatives successful. As an established function in most medium and enterprise-­sized organizations, Corporate Communications teams have the skills and the means to deliver a desired message to audiences using established, familiar channels. This report highlights some strategic first steps that you can take right now to empower people,improve processes, and leverage […]