Scott Blevins This is Me

 Web References

1. 1. Fly me to the moon: How NASA technology is helping CRM

   www.software911.com/news/pr_na - [Cached]

   Published on: 6/22/2000   Last Visited: 1/8/2002

   The main problem with a lot of fancy CRM tools is that people who are supposed to get help and information can't figure out how to use it," said Scott Blevins, a business development manager for Software911.
   
   Shuttling space-age technology into CRM The main feature of the Software911 CRM solution is a frequently asked questions (FAQ) knowledge base. The FAQ system stems from a similar program used by NASA.
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   According to Blevins, the system Compton developed was an interactive, organized system of questions and answers.
   
   "It was used to diagnose and troubleshoot the space shuttles," he said.
   
   Blevins explained that NASA has a few engineers that know the space shuttle inside and out, yet there is a large crew that builds the shuttles. The difference in the sizes of the two teams makes the exchange of information between them cumbersome. To manage the shuttles' development process, a technician can enter a question into the knowledge base and obtain an answer and a list of related answers.
   
   "They needed a way to get information out of the minds of the experts and make it accessible," Blevins said. "So if at 2:00 A.M., afterburner number five isn't firing, they [can determine], 'should we plug in the right adaptor or should we evacuate the building?'"
   
   The same interactive, question-and-answer technology is what powers Software911's offering. The program funnels the information from the minds of the employees of a company and makes it available to customers via the Web through what Software911 calls eService Portals. An eService Portal helps IT teams reduce the daily number of incoming calls and e-mails. Like the NASA technicians, customers receive answers to their questions by asking them via a portal.
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   "BigMachines is leveraging their manpower," Blevins said. The company can have one or two people in charge of customer questions, instead of employing 15 to 20. Worldwide service portals are in the works at BigMachines.com to provide information to their international customers.
   
   Can FAQs replace a full CRM solution? Software911 is aware that its product line may not provide all the tools that a larger, more expensive CRM offering can. However, e-service portals can deliver a speedy way to provide information at low cost.

2. 2. Just who is your CRM initiative loyal to?

   www.crmsupersite.com/newslette - [Cached]

   Published on: 8/21/1999   Last Visited: 8/17/2000

   The main problem with a lot of fancy CRM tools is that people who are supposed to get help and information can not figure out how to use it, said Scott Blevins, a business development manager for Software911. As quoted in this week's CRMNewsLetter Feature Article, Fly me to the moon : How NASA technology is helping CRM..