April 24, 2017

Changepoint Announces New Business Execution Management Platform

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Today is an exciting day for the Changepoint team as we officially launch our new Business Execution Management™ (BEM) Platform, which allows customers to connect strategy with execution, become more agile, and improve organizational performance. We designed this platform with the understanding that technologies, industries, and organizations are ever-changing while most business processes are unable […]

Daptiv PPM by Changepoint Aids VitalityHealth’s Project Management Office

The Problem Daptiv PPM by Changepoint Helped Solve VitalityHealth is a highly innovative private medical insurance organization in the United Kingdom. The company launched in October 2004 in response to a growing need for consumer-directed private medical insurance products in the UK. Because the company operates in the heavily regulated Healthcare industry with changing government […]

Customer Support Desk (Part 3): Request Workflow

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I have introduced Support Requests as a means to create customer support cases, and also hinted that other teams use different request types to manage defect tracking, product feature requests, service and resource requests. The Workflow Management application in the Changepoint System Manager module enables Administrators to configure workflow definitions to support your organization’s project […]

Customer Support Desk (Part 2): Request Management

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In my last blog entry, I introduced Changepoint as a strong option to automate Support Desk operations. The key decision criteria were summarized. Customers have the option to execute Changepoint on premise or SaaS. Beginning with Request Management, I will describe how these key Changepoint Support Desk elements are used by Support teams to manage […]

Customer Support Desk

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When research analysts write about Changepoint, they often describe it in terms of the leading Project Portfolio Management or Professional Services Automation system. Our customers use Changepoint to manage professional services collaboration from opportunity to invoice or in IT organizations PMOs collaborate to align project portfolios with the company’s mission. You will seldom see a […]

Preparing Customers for a Great Customer Care Experience (Part 2)

In my last blog entry, I talked about how our customers are supported directly by our field Solution Delivery Group (SDG). This team is responsible for installing and configuring Changepoint enterprise software, training users, applying best business practices, and helping customers launch Changepoint into production. Only after the customer has been running Changepoint smoothly in […]

Preparing Customers for a Great Customer Care Experience

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Managing customer expectations may be considered one of the most critical elements of Customer Technical Support. This is why our Customer Care team takes extra steps to ensure our customers have the best possible experience when using our enterprise software product. Setting these expectations begin very early in the customer lifecycle, when the software architects […]

This is Why You Should Respond to Customer Satisfaction Surveys

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There are many reasons why we do not respond to surveys. Based on anecdotal information I have collected from people who have responded to surveys about service, I have heard: Survey responses fall on deaf ears, or no actions are taken to remediate perceived flaws. Survey fatigue. I have already responded to this survey several […]

New Year, New Opportunities

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It was an exciting day at Changepoint yesterday as we announced that Changepoint has been acquired by Marlin Equity Partners. This is a very strategic step in building a strong future for Changepoint. While some things are changing at Changepoint, the important things remain the same: Our commitment to customers Our commitment to the product […]

New Website for Changepoint User Group

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I would like to share some exciting new changes that are launching to the Changepoint User Group Website today. Over the last several months, we have been gathering feedback from our Changepoint User Group Advisory Board and Changepoint customers so we can make the site more organized, more interactive and easier for you to use. […]