Attachmate Corporation, a leading provider of host access management and e-business solutions that leverage host data, today announced a 30 percent reduction in support call volumes through a knowledge management program developed by the Customer Support Consortium, a non-profit alliance of technical support organizations. Implemented over the past four years, the Solution-Centered Supportsm (SCS) model allows Attachmate to better capture knowledge generated during the support process and leverage it, making it available for reuse throughout its support organization and ultimately to customers, raising customer satisfaction.
A framework for leveraging knowledge. Most support organizations report as many as 60 to 75 percent of issues reported by customers are problems previously resolved. Technical support organizations therefore benefit by storing support issue resolutions, creating an ever-growing knowledge base that streamlines the support process. The SCS strategy focuses on capturing and populating the support knowledge base with solutions readily available to other support analysts or directly to customers. Each published ADD solution profiles the customer's need and delivers a resolution to the issue at hand. Attachmate's technical support knowledge base increases as support requests are addressed.
Attachmate results. Over the past four years Attachmate has worked with the other members of the Customer Support Consortium to develop the SCS model. As an early adopter, Attachmate implemented the SCS model in its worldwide support centers and increased customer satisfaction and achieved a measurable reduction in support costs. Support analysts capture solution knowledge and share information in a worldwide knowledge base to solve problems faster and support more products. Solutions are also made available to customers on its SupportWeb site, resulting in reduced call volumes of up to 30 percent, directly translating to a stronger focus on supporting its customers as well as lowered support costs.
"SCS enabled Attachmate to efficiently solve a high percentage of customer cases by utilizing a database of case solutions, rather than continually reinventing the wheel," said Tom Ford, Attachmate director of technical support. "It is a breakthrough strategy that leverages support knowledge to raise customer satisfaction, increase productivity, and lower costs. Support analysts are able to concentrate on solving new, mission-critical problems, therefore freeing-up time and resources."
SupportWeb for in-depth, online information. Attachmate's SupportWeb offers in-depth technical and troubleshooting information about Attachmate products 24 hours a day online. Including access to its Knowledge Base and File Library for product files, patches, and updates, SupportWeb allows customers to protect enterprise-wide productivity and mission critical requirements. All annual SupportWare Plan customers have access to online support through SupportWeb (http://supportweb.attachmate.com). Customers can open new cases, check case status, and access technical information " anytime day or night, from anywhere in the world.
World-class support and services. For more than 17 years, Attachmate has been a steadfast leader in providing superior technical support. Attachmate SupportWare plans provide a wide range of support services - from basic help desk support to developer assistance to mission critical dedicated support - meeting the needs of large and small IT organizations alike.
Attachmate's worldwide support staff exceeds 220 specialists, speaking eight languages. Worldwide member of TSANet, the Technical Support Alliance Network for multi-vendor support on mutual customer issues.
Pricing and Availability
For pricing information on Attachmate SupportWare, please contact your local sales representative, or call Attachmate's corporate headquarters at (425) 644-4010.
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