Salesforce Case Management


How efficient a company is in providing support for their product / services is what customers look at! This means an organization should be well equipped to address all the questions, troubles that clients face & quickly respond to them!

Imagine you get a call from a customer complaining or asking a question about your product. Now, you start logging all the details given by the customer in say, Excel form. After doing that, you need to think about the right agent who can handle the issue which itself is a time consuming process.…

What’s New in Tableau Maps 8.2?

Tableau’s recent release of Maps 8.2 brought a lot of changes to the existing map functionality. What were the changes and why do they matter?

The most noteworthy change in Maps 8.2 was the complete switch of how the maps are being provided. Originally, Tableau used Urban Mapping servers to host all their boundary, label and data layers, meaning that if Tableau wanted to make a change in any of these details, they would have to put in a ticket with Urban Mapping and wait for them to react.…

Coming out of the Gate Strong: Building a Project Management Office (for the Right Reasons) – Part II

Now that we are convinced that a PMO can successfully drive project value , let’s talk about next steps.  Much like a company, a PMO needs a well-defined structure in place to deliver value.

Here are five key questions to consider coming out of the gate:

  1. What are the business drivers that the PMO will address? In order to drive strategic value, the objectives of the PMO need to be linked to banks’ overall objectives. Specific goals should be articulated to assure alignment.

Considerations For Your Next International Deployment

West Monroe Partners was recently engaged to develop a new Windows image to replace the nearly 100% Windows XP environment at a global manufacturing client. This image needed to support roughly 30 different hardware types and 20 different language/locale options in as many countries – a truly global deployment. Our development efforts culminated in a whirlwind tour of the client’s global manufacturing and major office facilities, to assist local site IT in rapidly upgrading their user base and providing day one support for the upgrade.…

The Agent Experience

In the past decade, the Internet has forced organizations to reinvent the way they think about customer experience.  Vehicles like Twitter and Yelp have increased transparency into how well (or not so well) organizations serve their customers.  The customer experience is so publicized and has become a focus for organizations in all industries.  Recognizing this, we at West Monroe Partners have an entire solution line dedicated to transforming your organization’s customer experience.  Read- customer experience is hot right now.

FCC Part 17 Rule Changes

Towers and other antenna structures form the backbone of today’s microwave based telecommunication systems. Recently the Federal Communications Commission (FCC) made some dramatic changes to streamline and eliminate outdated provisions in the Part 17 rules governing the construction, marking, lighting and maintenance of these structures.  The FCC started this effort to modernize Part 17 back in 2004 and that effort recently resulted in the release of Report and Order 14-117.

Definitions of an Antenna Structure:

The FCC clarified some definitions and term used in Part 17.…

3 Quick Checks to Ensure You Start Your Project Off Right

Whether the next project you are involved in is slated to last a single week or multiple years, there is little doubt that the tone and pace of the project is set when the groups involved meet for the first time as a team.  This kickoff meeting is the time when introductions are made, questions are asked, and initial plans are set.  Once all of these details are hammered out and we know who is going to be doing what, we can finally begin working on our project, hooray!…

Key ERP decisions facing Global M&A

Today many medium and small businesses are selling products in a global economy and employing a global workforce.  Many of those businesses have outsourced key functions to meet customer demands and keep costs low. Your software development team might be in Hyderabad, India, your procurement department may reside in Bratislava, Slovakia or you may be running a ‘Maquiladora’ free trade zone manufacturing facility in Mexico.

Depending how your firm intends to grow the business (i.e., through acquisitive growth in multiple regions of the world or with global operational strategies to cut cost and drive value to your organization and subsequently the end customer), your ERP strategy can vary greatly.…

CPP Compliance, What Does Dynegy Know?

As documented in prior blogs here, the Clean Power Plan (CPP) requires that the electric sector reduce its carbon dioxide (CO2) emissions by 30% nationwide by 2030.  Many in the coal and power industry believe that this requirement is yet another nail in the coffin of fossil fuel fired power plants and coal plants in particular.

However, in a recent announcement—“Dynegy Rises from the Ashes” (Wall Street Journal, August 23-24, 2014)—Dynegy will nearly double its power-generating capacity when it buys 21 plants from Duke Energy Corp.…

Enhancing User Interfaces in Windows Scripting Host


In my last blog post we used Windows Scripting Host (WSH) to create a controlled input interface for users. This is great for situations where the process of starting a published application or a login script requires user input. In that post I briefly discussed using Cascading Style Sheets (CSS) to allow the administrator to customize the user interface’s aesthetics. The user interface at the end of that last post looked like this:


This shorter two-step post will take the script created in the last post and add new functions to it to achieve our enhanced interface by attaching and configuring a style sheet.…

How to Authenticate Corporate Users on Any Device using Microsoft Azure


Web Authentication Overview

Back in the day of IT, it was relatively simple to perform authentication and authorization with your corporate users. In a typical scenario, you would have your Line-of-Business (LOB) application installed on a server inside your corporate network. The application would be set to use Windows Authentication off of the organization’s Active Directory (AD) deployment, and when a user accessed the application on a domain joined machine, all the magic of Windows Authentication would happen automatically.…

Loyalty and the Customer Experience for Insurance Consumers

David Tilson_LoRes_120

At West Monroe Partners, we define the Customer Experience as the sum of a customer’s interactions with a company across all of its touch-points – including agents, channels, systems, products, and services – and the resulting perceptions about the brand.

Research within the Insurance Industry has shown that a policyholder’s perception of an insurance company is developed as a result of their interaction across multiple-channels, not through one individual transaction or moment in time, and that a positive and effortless customer experience can result in increased policyholder satisfaction, loyalty, advocacy and greater customer lifetime value.…

Do You Like Taking Surveys? (A) Yes (B) No

Tory Paez

Tips to Keep in Mind for Deploying Organizational Surveys

It seems today that we are constantly asked for feedback, ideas for improvement, and preferences from the companies we interact with. Whether it be post-purchase emails, spam pop-up windows, static feedback links, or “suggestion” adds, organizations are finding ways to creatively engage customers for their thoughts and opinions for future interactions and purchases.

Given the numerous channels to potentially interact with customers, companies are discovering innovative methods and utilizing various platforms (i.e.…

Clean Air Act: A “Game-Changer” in Electric Power Industry


Section 111, 42 U.S.C. 7411, of the Clean Air Act authorizes the US Environmental Protection Agency (EPA) to develop regulations for categories of pollutant emissions that cause or significantly contribute to air pollution. The regulations apply to new sources without regard to location or existing state or local air quality. Section 111(d) of the Act requires states to develop plans for existing sources of non-criteria pollutants (i.e., pollutants for which there is no national ambient air quality standard) whenever EPA promulgates a standard for a new source (which it did in September 2013 under Section 111(b) for CO2).…

Rules Around the 3.5 GHz Spectrum Could Change the Way 3.65GHz is Utilized

We previously looked at some of the changes that could be coming related to the 3.5 GHz and 3.65 GHz band, but what do these really mean for energy and utility users? Are there things current and future users should be considering or watching?

The FCC recently released a Further Notice of Proposed Rulemaking (FNPRM) that raised the possibility of how use of the 3.5 GHz band could be used as a model for how to revamp the current 3.65 GHz band.…


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