Article Abstract:
Aegon USA Inc's Advanced Financial Service Division (AFSD) has implemented service level agreements to better structure the manner by which it fields service requests from end users. The move was prompted by rapid expansion within the division, which grew by 60% in 1996 and by 100% in 1997. Aegon ASFD is composed of insurance firms and mutual funds. What its clients will find helpful is that the unit has installed a heretofore non-existent process and better communications about the state of users' problems and when their expected requests will be completed.
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Computer maker Hewlett-Packard Co (HP) has signed a non-binding letter of intent to acquire help-desk software developer Prolin. The acquisition of a help-desk software vendor is expected to boost HP's recently announced OpenViewIT service management strategy, which includes selective outsourcing, consulting, integration, training, education support and management tools. Under the deal, Prolin will retain its corporate name and operate as a business within HP's OpenView program.
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Baan Co, a developer of enterprise business software, has agreed to buy Aarum Software, a provider of customer relationship software. The companies say a combination of their core competencies will provide customers a tighter intregation of their back-office and front-office functions. Baan's goal is to decrease the complexity of integrating sales, marketing, and customer service applications with its Enterprise Resource Planning offering.
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