A Customer Support Portal to Rely On

IRely makes a wise choice with TechExcel’s CustomerWise

By Leonard Klie – June 2012

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An enterprise software provider for the management of commodities from farm to fork, iRely serves organizations that handle the origination, trading, manufacturing, and distribution of commodities. Headquartered in Fort Wayne, Ind., it has about 400 customers in the agribusiness, petroleum, trading, risk management, manufacturing, and retail industries. It has five other offices throughout the United States, one in the United Kingdom, two in India, and one in the Philippines.

The company was receiving, on average, about 1,600 technical support cases a month, but customers had no visibility into where their cases were in the queue and when they could expect them to be resolved. IRely’s own visibility wasn’t much better. Any changes or updates had to go through a complicated manual process with multiple phone calls, interfaces, applications, and departments involved.

So in January 2010, the company decided to replace its homegrown customer service and support system.

CustomerWise helps automate and streamline help desk activities with configurable workflows, process approvals, email integration, project management, integrated knowledge management, and the availability of customer self-service through a customer Web portal.

The system provides a single point of contact for customer requests and submitted incidents and the ability to automate reminders and review the approval of incidents and requests. It can be integrated into most CRM, help desk, defect tracking, and test management applications, and brings together Web, wireless, and client/ server technologies.

By switching to CustomerWise, iRely was able to integrate billing into the primary system and move from monthly to weekly billing. Additionally, the company reduced the number of agents from six to four, gained full visibility into the production […]

TechExcel Announces DevSuite 9.0 Designed Specifically for Distributed, Multiple Methodology Development

LAFAYETTE, CALIF. – April 16, 2012 – TechExcel Inc., a leading provider of Application Lifecycle Management (ALM) solutions, today announced the availability of TechExcel DevSuite 9.0, the latest version of the company’s award-winning integrated platform for requirements management, implementation tracking and quality management. New features and enhancements enable collaborative and flexible agile development across globally distributed teams, significantly increasing business agility and improving software quality. With DevSuite 9.0, organizations will see dramatic increases to TCO, ROI, percentage completed on time and within budget, and customer satisfaction from their development projects. A webinar demonstrating the benefits and features of DevSuite 9.0 will be held on Wednesday, April 25, 2012. Free registration is available at https://www2.gotomeeting.com/register/830899330.

“Many businesses like to think they are running an Agile development shop, but the reality is they are likely running something more Agile-ish,” said Randy Hearn, Senior Research Analyst, Info-Tech Research Group. “This is where solutions like DevSuite come into play. They don’t lock you or your team into an Agile Box or a Waterfall Box, they allow you to run projects your way. ALM solutions provide the means to communicate across your extended teams, no matter how big you are, or how distributed your team may be. Since communication is critical to any project success, using ALM tools such as DevSuite your project teams will have better knowledge transfer and be more informed which results in higher quality products and productivity from your team.”

“Our goal is to help our users achieve a balanced and sustainable development environment that encourages teamwork, promotes self-motivated performance, and manage software projects according to their own unique needs and priorities” said Dr. Tieren Zhou, TechExcel Founder and Chief […]

By |April 16th, 2012|Categories: News, press releases 2014 & before|Comments Off on TechExcel Announces DevSuite 9.0 Designed Specifically for Distributed, Multiple Methodology Development

Fusion 2011

IT executives, business leaders, and service management implementers — UNITE!

Learn how you can leverage service management best practices and innovations like cloud computing, software as a service, and virtualization to bring business value to your organization. Jointly hosted by industry icons itSMF USA and HDI, only FUSION 11 can bring together the greatest minds and the most respected practitioners to facilitate a total immersion experience into today’s most relevant service management topics

By |April 9th, 2012|Categories: Events, News|0 Comments

Campus Technology

Campus Technology’s information-rich program is presented in a variety of meeting structures and designed to maximize peer networking and collaborative opportunities. Our Workshops, Breakout Sessions, General Sessions and Executive Briefings offer big-picture overviews of the latest digital trends, or deep-dive exploration of specific technologies for seamless integration into your personal campus initiatives.

Whether you’re a Provost, CTO, IT Director/Manager, Dept. Chair, Faculty member or in Media/Library Services, you’ll find sessions suitable for your unique campus challenge and level of experience.

By |April 6th, 2012|Categories: Events, News|0 Comments

Charting the course to agile

By Victoria Reitano – March 30, 2012

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The software development life cycle is like a puzzle: Each piece fits into the other in order to create a complete product. When teams decide to adopt new methodologies, such as agile, or revise their current methodologies to be more agile, it is important to make a road map in order to determine what you’re doing and what you want to be doing, according to experts.

Jeff Amfahr, director of product management at Seapine (an agile application life-cycle management solution provider), said that to begin an agile adoption process, teams should assess what metrics will be used to determine if the transition was successful.

“Establish up front how you’re going to know if the adoption was successful. It could be productivity of the team, less software bugs or more customer satisfaction,” he said, adding that it is most likely the business value gained from adopting agile from adopting these new methodologies.

Amfahr said it is important to start with a team that is interested in agile (or the new methodology you’re interesting in adopting). The project should also be one that lends itself to being measured and can be released quickly, he said.

Alex Perec, senior product manager at TechExcel (a maker of application life-cycle management software), said that, based on his experience on a team transitioning to agile, the adoption process can be quite daunting.

He recommended going agile one piece of the process at a time. He said that being partially agile does not mean you are inefficient, it means you are slowly growing toward maximum efficiency.

For some teams and projects, Perec said it is important to realize that Water-Scrum-Fall […]

TechExcel Recognized as Innovator in the Agile ALM Market

LAFAYETTE, CALIF. – March 12, 2012 – TechExcel Inc., a leading provider of Application Lifecycle Management (ALM) solutions, today announced DevSuite has been recognized as an Innovator in Info-Tech Research Group’s latest Agile ALM Vendor Landscape report for its focus on providing quality-sensitive organizations with a flexible tool that supports development on both a variety of platforms and using diverse methodologies. A summary of the report is available at https://www.infotech.com/research/ss/it-vendor-landscape-agile-alm.

The report indicates that in the ALM space, process flexibility has become key. Instead of a strict adherence to Agile or waterfall development, most firms have pursued a middle path and customized their methodology to meet their own needs. TechExcel DevSuite provides an integrated platform for requirements management, project planning, issue and task tracking, and quality management that supports agile, hybrid and traditional development teams alike. This makes DevSuite an ideal solution for organizations wanting to manage development projects according to their own unique needs and priorities.

Info-Tech Research Group Vendor Landscape reports recognize outstanding vendors in the technology marketplace. Assessing vendors by the strength of their offering and their strategy for the enterprise, Info-Tech Research Group Vendor Landscapes pay tribute to the contribution of exceptional vendors in a particular category. Companies listed in the Innovator category have demonstrated innovative product strengths which act as their competitive advantage in appealing to niche segments of the market. These vendors are poised to emerge as Champions.

“TechExcel’s DevSuite is a solid integrated ALM solution and a wise choice for any development organization,” said Randy Hearn, Senior Research Analyst, Info-Tech Research Group. “Covering everything from requirements management, to QA testing every aspect of DevSuite

runs with best practices and communication central to the overall process. Whether your development […]

By |March 12th, 2012|Categories: News, press releases 2014 & before|Comments Off on TechExcel Recognized as Innovator in the Agile ALM Market

Webinar: What’s New with ServiceWise 8.6

Watch the Recorded Webinar Now

Learn what’s new with TechExcel’s latest version of ServiceWise, a configurable IT and customer support solution made to meet the unique needs of your business processes. Whether you currently work with ServiceWise or are looking to move your company over to ServiceWise, this webinar will highlight the benefits of this easy-to-use ITSM solution.

The following new features of v8.6, as well as others, will be covered in this one-hour webinar:

  • Service Catalog
  • Multi-tiered Email Approval Process
  • Setup & configuration

View the recorded webinar here to learn how TechExcel ServiceWise can help you and your organization design a better service desk guaranteed to improve customer satisfaction and increase overall team efficiency.

By |March 9th, 2012|Categories: Events, News|0 Comments

Easily Implement ITIL Best Practices, Increase ROI in IT Assets and Achieve Greater Customer Satisfaction with TechExcel

LAFAYETTE, CALIF. – February 13, 2012 – TechExcel, Inc., a leading provider of IT Service Management and customer support software, will showcase Version 9.0 of ServiceWise and CustomerWise at Pink Elephant's 16th Annual International IT Service Management Conference & Exposition, taking place February 19-22, 2012 at the Bellagio Hotel in Las Vegas, Nevada. The latest version of the TechExcel Service Suite is the industry's most robust IT service and customer support management solution designed to streamline operations with ITIL workflow best practices, cut service desk costs, ease IT asset management, and reduce issue resolution time to achieve greater customer satisfaction.

By |February 13th, 2012|Categories: News, press releases 2014 & before|Comments Off on Easily Implement ITIL Best Practices, Increase ROI in IT Assets and Achieve Greater Customer Satisfaction with TechExcel

Webinar: Quality Management for Agile Projects


Watch the Recorded Webinar Now

DevSuite is a highly configurable ALM solution designed to meet the unique needs of each customers’ development processes. This live 60 minute presentation will demonstrate how you and your organization can also improve the quality of your products through enhanced test management and efficiency with agile building blocks that can be added to any process.

The following new features of v8.3.1, as well as others, will be covered in this one-hour webinar:

  • Adding agile building blocks to your current development processes
  • Keeping requirements and specifications in focus through development and testing
  • Traceability through all stages of development and testing
  • How higher quality processes can lead to better products

View the recorded webinar here to learn how how TechExcel DevSuite can help you and your organization improve efficiancy and communication through all phases of development.

By |February 9th, 2012|Categories: Events, News|0 Comments