Today, 3Com Corporation reaffirmed its long standing commitment to customer and channel partner support by launching the 3Com Knowledgebase Web service - an interactive tool containing technical product solutions compiled by expert 3Com technical engineers around the globe.
Located publicly on the World Wide Web, this complimentary, new tool will give all 3Com end user customers and channel partners unlimited, round-the-clock access to technical product solutions spanning from the edge to the heart of the network.
"With more than 200 million connections worldwide, users seeking technical information will find the 3Com Knowledgebase a definitive source of networking information," says 3Com SA`s pre sales manager, Paul Ruinaard. "All customers and partners, even those who do not have service contracts, will have access to the 3Com Knowledgebase Web service."
3Com provides this complimentary service for a number of reasons:
- Unlimited access to the 3Com Knowledgebase ensures the vast 3Com user base with a direct link to the very current information available. By openly sharing technical solutions and distributing this information widely, more end users and channel partners can address basic support questions quickly and efficiently.
- 3Com is working hard to lower the cost of network ownership. Providing all end user customers and channel partners with a powerful tool to resolve technical problems drives down their administrative costs and increases product uptime. At no incremental cost to the user, this Web service is easily accessible from anywhere in the world.
The 3Com product line is extensive and includes solutions for large enterprise customers, small to medium organisations, consumers, and the carrier industry. The initial release of 3Com Knowledgebase Web service contains technical solutions for hubs, LAN and PC Modem cards, modems, network interface cards, remote access products and switches. As the 3Com Knowledgebase content grows, the service will address all of these markets and contain technical solutions for all 3Com products.
According to Richard Brewer, senior analyst, International Data Corporation, "The portion of U.S. network support contract spending represented by web-delivered services was approximately $85.3 million in 1997. This electronic segment of support contract spending is expected to increase to approximately $397.7 million by 2002, representing a compound growth rate of 36 percent annually over this five-year period."
This phenomenal growth is fuelled by demand for technical support information that is searchable, interactive, and accessible 24 hours a day, seven days a week, globally.
Benefits to End User Customers and Channel Partners
"This alternative and convenient way of obtaining support empowers users to diagnose and resolve their own product queries, and removes the need for users to take the time to call a 3Com technical engineer on the telephone," says 3Com`s Ruinaard. "With the 3Com Knowledgebase service, users no longer need to search multiple documents for the information they need."
He says that especially for customers with small to medium size networks who may not have dedicated information systems managers, this self-service tool will prove to be economical and convenient in assisting with solutions if problems arise. For customers with larger and more complex networks, the 3Com Knowledgebase provides an alternative to telephone support for basic questions or if help is needed outside the hours covered by their service contracts.
For 3Com channel partners, the 3Com Knowledgebase service will help them assist their customers and increase their productivity by eliminating the need to answer repetitive questions.
"We view our channel partners as an extension of 3Com and want to give them the ability to tap into our technical expertise and resources to better serve their customers," comments Chu Chang, vice president and general manager of 3Com Enterprise Customer Service division. "Our partners appreciate the benefits of this proactive, "self-help" approach which include 24-hour availability, low cost, flexibility and user empowerment."
3Com strongly believes the 3Com Knowledgebase Web service will meet the growing support demands of its customers. The tool will be a valuable source of information for the 3Com product divisions as it provides first hand feedback on the frequently asked product questions. With this information, 3Com can make the necessary adjustments to improve the quality, features, and design of their products.
3Com Online Service and Support Offerings
3Com continues to look for ways to use technology to better serve their customers and to assist them in managing information. In May this year, 3Com provided two Web-based services to contracted customers to address this need for information management. The innovative Subscription Web service, which no other networking company currently offers users, pushes requested information to customers automatically. The Case Tracker Web service enables customers to view the status of their open cases online, add notes, and review the history of past cases.
"The benefits of our Web services are far-reaching and will change the way our customers, colleagues and the industry think about and value customer service," says Alan Kessler, senior vice president of 3Com`s Customer Service Organisation. "3Com views the Web as an integral tool that will enhance the sharing and receiving of information with our customers as well as build stronger and closer business relationships with them."
One can access the 3Com Knowledgebase Web service from the Support section of the 3Com Web site at www.3com.com, or go directly to the site at http://knowledgebase.3com.com.
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