Attachmate Reduces Support Call Volume by Thirty Percent through Customer Support Consortium Program.BELLEVUE Bellevue (bĕl`vy  ).1 City (1990 pop. 30,982), Sarpy co., E Nebr., a suburb of Omaha, on the Missouri River; inc. 1855. , Wash.--(BUSINESS WIRE)--March 29, 1999-- Company streamlines technical support, raises customer satisfaction by leveraging existing knowledge Attachmate Attachmate is a major privately owned software company created by the acquisition of NetIQ by AttachmateWRQ in 2006. Attachmate focuses on host connectivity, systems and security management, and PC lifecycle management software. Corporation, a leading provider of host access management and e-business (Electronic-BUSINESS) Doing business online. The term is often used synonymously with e-commerce, but e-business is more of an umbrella term for having a presence on the Web. 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 Years, The the seven decades of Eleanor Pargiter’s life. [Br. Lit.: Benét, 1109] See : Time Solution-Centered Support(sm) (SCS SCS, n strain/counterstrain, an approach of applying pressure to certain tender points in the muscles or joints to decrease or remove the pain sensed at the point of palpation. ) model allows Attachmate to better capture knowledge generated during the support process and leverage it, making it available for reuse reuse - Using code developed for one application program in another application. Traditionally achieved using program libraries. Object-oriented programming offers reusability of code via its techniques of inheritance and genericity. 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 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(tm) 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 con·tin·u·al adj. 1. Recurring regularly or frequently: the continual need to pay the mortgage. 2. reinventing the wheel Reinventing the wheel is a phrase that means a generally accepted technique or solution is ignored in favor of a locally invented solution. To "reinvent the wheel" is to duplicate a basic method that has long since been accepted and even taken for granted. ," 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 in-depth adj. Detailed; thorough: an in-depth study. in-depth Adjective detailed or thorough: an in-depth analysis , online information. Attachmate's SupportWeb offers in-depth technical and troubleshooting Troubleshooting is a form of problem solving. It is the systematic search for the source of a problem so that it can be solved. Troubleshooting is often a process of elimination - eliminating potential causes of a problem. information about Attachmate(R) 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(R) 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 support services Psychology Non-health care-related ancillary services–eg, transportation, financial aid, support groups, homemaker services, respite services, and other 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. About the Customer Support Consortium The Customer Support Consortium is a non-profit alliance of technical support organizations that are working together to solve industry-wide challenges. It is dedicated to shaping the future of customer support through the development of innovative strategies, business models, and industry standards. For more information about the Consortium, contact its headquarters in Belmont, California Belmont is a city in San Mateo County, California, United States. It is a small suburb in the San Francisco Bay Area, located half-way down the San Francisco Peninsula between San Mateo and San Carlos. The population was 25,123 at the 2000 census. at (650) 654.6650 or www.customersupport.org. About Attachmate Attachmate Corporation provides e-business solutions that leverage host information and applications for managing enterprise host access to more than 10 million enterprise users worldwide. With 80 offices in 30 countries, Attachmate delivers a comprehensive framework of host access management products, Web-to-host technologies, worldwide consulting solutions, and global strategic partnerships. For more information about Attachmate products and consulting services Noun 1. consulting service - service provided by a professional advisor (e.g., a lawyer or doctor or CPA etc.) service - work done by one person or group that benefits another; "budget separately for goods and services" , contact Attachmate worldwide headquarters in Bellevue, Washington Bellevue is a rapidly growing city in King County, Washington, U.S., across Lake Washington from Seattle. Long known as a suburb or satellite city of Seattle,[1] it is now categorized as an edge city or a boomburb. at (425) 644-4010 or www.attachmate.com. (c) 1999 Attachmate Corporation. All Rights Reserved. Attachmate and SupportWare are registered trademarks and SupportWeb is a trademark of Attachmate Corporation. Solution-Centered Support is a service mark of the Customer Support Consortium. Other trademarks or registered trademarks are the property of their respective owners. |
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