September 2002 Meeting Recap

September 2002 – Marlboro location: Topic: eSupport Speaker: Geoff Revell, Channel Manager at Control-F1 Geoffs presentation on eSupport was great and there was a lot of discussion during the presentation on how it is working at some local companies, and the importance of it. Traditionally customer support has been delivered via phone, Email and desk-side assistance. These methods can be costly, inefficient and not meet the customer’s service level expectations. Today there is a new option which is eSupport. It is better than being there, has less down time, customers appreciate help, and are happy to have someone “just fix the problem” rather than having to explain themselves to several people as their issue gets escalated. With eSupport, a customer can be helped out immediately with scripting tools and diagnostics which analyze the problem. The customer can be shown how to do a function via remote support and phone support quickly and easily where as before you would be trying to lead them thru steps blindly. Using these tools is a benefit to the business with increased employee satisfaction (employees are better equipped to perform at an optimal level to achieve their goals). Increased corporate productivity, because of minimized down time, decreased operational expenses due to service delivery efficiency and more effectively leveraging existing technology investments. For External Helpdesks, the business benefits also include greater customer retention and decreased operational expenses due to service delivery efficiency. Benefits to the helpdesk include: · Faster incident resolution · Increased incident handling capacity · Increased first call resolution · Reduced desk-side support Most businesses require a ROI on new technology since it is usually a capital investment. It is important to review the rate of return eSupport can provide your business. The ROI should be based on Group Metrics and not individual targets (although individual targets can be enhanced, thus meeting a group metrics). These need to be well defined so they can be measured. (The presentation can be downloaded as a PDF file. See link on previous page.) HDI-NE Home Page Underwritten by GroupSoft Systems, Inc. HDI-NE Chapter is solely responsible for the content of this site.