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"We are using Triage regularly and it has proven itself to be an excellent diagnostic application."
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Sue Oakes
Cardiff Software Inc.
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Benefits of Automated eSupport
Reduce the total cost of support |
| Based on these benefits, you'll realize
a ROI in less than seven months. |
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Reduced Call Times |
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With Triage, you'll see significant
reductions in call length, because your technical support
staff will spend less time gathering data and more time
actually resolving problems. And they'll resolve problems
faster with the improved diagnostic techniques provided
by Triage eSupport. So you'll see improved productivity
per support analyst. |
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Improved First Call Resolution |
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Improved diagnostics will allow first-line
support analysts to solve more complex issues without
escalation, turning what could be an expensive support
call into a relatively inexpensive call. |
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Call Avoidance |
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You'll eliminate support calls by providing
self-repair, which helps users automatically repair problems
themselves. |
Increase Customer Satisfaction
| Improve Communication |
| Automated diagnostics and faster resolutions
mean reduced waiting queues for customers. And when customers
call for support, they don't have to be technology experts
and provide detailed diagnostic so the diagnostics are
collected automatically. |
| Provide a "single-click"
Process |
| With a single click on your Support
web, customers can open a support incident, and start
automatic collection of diagnostics. |
Streamline Your Processes
| Automate Inefficient
Manual Processes |
| Replace inefficient telephone- and e-mail-based
processes with an eSupport process that automates the
diagnosis and investigation of technical support problems.
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| Deliver more accurate
solutions |
With Triage, you'll get accurate and
complete capture of configuration information (at the
system, application, and database level). And no matter
how
much diagnostic data you collect, Triage automatically
helps you quickly pinpoint the potential causes of a problem.
You'll get a better understanding of your support issues,
and increase the speed at which your support analysts
gain expertise with your products. |
| Implement an eSupport
Strategy, Gain a Competitive Advantage |
| Triage eSupport is easy to implement.
It doesn't replace your processes and tools, it supplements
and integrates with them. So you can adopt an eSupport
technology now, and achieve a substantial strategic advantage
ahead of the competition. |
| By purchasing an out-of-the-box solution
rather than building one in-house, you can focus on your
core business. And you share the development cost for
future refinements to the Triage solution with other leading
ISVs. |
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