Tightlink closes gap between people and systems

TightLink rolled out a new version of its e-business platform Wednesday that is designed to manage complex business processes across an enterprise.

TightLink Collaborative eBusiness Platform is designed to fill the gap between human interactions -- typically handled with e-mail, phone, and paper -- and existing enterprise systems, said Paul Adams, president and CEO of the Berkeley, Calif.-based company.

TightLink's platform consolidates complex interactions from multiple parties, workgroups, and systems into a single dialogue that can incorporate multimedia attachments, multiple data sources, and integrated electronic forms. By providing this level of visibility and structure to every business interaction, TightLink helps companies reduce operational costs and increase productivity, Adams said.

This type of platform becomes especially crucial for companies that have begun to outsource processes and need a mechanism to collaborate with users outside the company's four walls, he added. Many large enterprise systems such as ERP and CRM focus only on the backend functions for a single department and do not extend to include complex collaborations between employees, customers, partners, and suppliers, he said.

"The IT solutions have really gravitated to be ... functional silos," Adams said. "They lack critical functionality to address the human side of business. When the activity involves more than two people ... the cost can escalate to two to three times the cost of a two-person interaction. The profitability of a company really depends on focusing on core business processes."

With a solution like TightLink, individuals can be integrated into a process flow at the critical intersection of data and people, said Jack Maynard, research director at The Aberdeen Group Inc. This enables better completion of business processes that are focused on resolving problems, handling unplanned events, and responding to customers, partners, and employees, he added.

The new version features enhanced workflow that is configurable to any business process from customer service inquiries, technical support demands, and employee help desk requests to purchase requisition approvals, job requisition approvals, and insurance claims. TightLink, which is designed to be activated in days or weeks, is available as a software license or as a hosted service.

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