5 Reasons SharePoint is not a Customer Centric Support Service Manager by CEO Chet Joglekar

www.conarc.com

1.SharePoint is mainly a technology foundation

Managing your clients means tracking all their information, files, emails, contacts in a seamless inter-related manner. It is expected that your IT department will setup SharePoint and build a business solution for your needs. This can take an enormous amount of time if you are not in the software programming business. And then, you have to maintain that solution.

2.SharePoint is not vertical market specific

Financial services, Insurance, Real Estate, Engineering, Architecture etc each have very specific ways of managing information. SharePoint has no specific design for your industry and leaves you to build and maintain your information flow. E.g. for Insurance, you want to drill down from a client level into a list of policies and then to a list of documents for each policy tied to the accounting system.

3.SharePoint does not have (by itself) business process management and workflow

People drive processes and processes make teams work. Client service always requires automated routing, notifications, queue management, 24x7 access, escalation logic etc. These require special business process design solutions which are not provided within SharePoint out of the box.

4.SharePoint will not manage your documents intelligently

Some key features you want in a full enterprise content management solution are fully searchable documents via OCR, fax/email integration and intelligent auto-tagging. There is no built-in functionality to capture paper documents. Document migration, retention policies and archiving are not developed.

5.SharePoint uses expensive storage for keep large volume of data

Keeping all your files and emails within a SQL Server database is not a good decision. On a daily basis, usually only < 1% of your enterprise content changes. SQL is a great place for meta-data and it is better to keep files on a storage device outside of SQL.

If you would like to know a better alternative or have any other questions, please contact us.

cjoglekar@conarc.com

www.conarc.com