Week 1 - Research topic

The topic I am going to write my paper on is Inter-organization systems integration. Recently the support department migrated all of their systems over to one system that allows for more functionality. Some of the support departments were using Clientele, Pivital, or other systems. Now all departments are using Right Now Technologies (RNT.) With RightNow there is one central knowledge base to manage all information, whether by phone, email, or web and chat from a single point of entry. This is a highly effective, easy to use 24/7 information resource for our customers. Using this system will cause a major reduction in phone and email workloads; resulting significant cost savings and allowing the support staff to focus on issues that truly warrant their personal attention.
Another good thing about RNT is that it feeds from another system we have called Sales Force. Sales force is used by the sales department to track software sales, license seats, maintenance and support agreements and more. Since this system links to RNT it is easy for the support analyst to be able to tell if they should give the customer support or not based on if their maintenance and support agreements has expired.
I will detail the process of how RNT was picked out of all the possible software’s by evaluating both the business and technology needs of the company. I will also talk about the actual process of moving the data over from Clientele, Pivotal, and the other systems that Deltek was using.