Bottom line it; a hard look at the cost of technical computer support.

RENO, Nev.--(BUSINESS WIRE)--March 10, 1995--Bottom line costs are driving the computer support industry to find faster, better and more efficient ways of doing business.

Automation, creative uses of outsourcing partnerships, and level zero support are bringing costs down. At the same time the massive growth in the home computing and home office markets and the exponential increase in the use of on-line services are adding powerful new dynamics to an already rapidly evolving marketplace.

Automated support leads the way -------------------------------

One of the most widely discussed technologies in the computer support industry is knowledge-based or expert systems. In an industry challenged with the ``do more with less'' burden, many professionals are looking to knowledge-based systems to increase first call resolution rates, improve overall performance, increase efficiency and reduce their bottom line costs.

Following the strong domestic trend, this technology is being increasingly utilized by multinational corporations like GE, AT&T, HP, Nestle and Honeywell Bull that want common systems across all of their various sites.

Automating a support desk is an involved, time consuming and sometimes expensive process. Support and problem resolution systems must be selected. The knowledge base must be built or bought and then managed on an on-going basis. After the automated system has its initial base of information, second and third level support groups must continually write the solutions to less common problems and enter them into the knowledge base so that they are accessible to first level support staff.

Once properly in place, the pay off starts. An automated system makes the support job easier. Service improves. Efficiency increases. Customer satisfaction goes up. Support team stress goes down. More calls are handled. The cost per call often goes down by a double-digit percentage.

Both multi-site and multinational corporations are using knowledge-based systems for a common support ``environment.'' With a common knowledge base, responses are consistent in all offices. Support costs are reduced through common training. The maintenance cost burden is decreased by having standard systems in all sites around the country or around the world.

Creative outsourcing --------------------

Increasing productivity is the name of the game for all business divisions. Many companies are choosing to focus their efforts on their core business and use outside service providers for internal or external customer support.

Virtual help desks partnerships make it possible for companies to provide seamless state-of-the-art full-time or part-time support for their users or customers via telephone, e-mail and the Internet. Outsourcing can be contracted for call overflow, after-hours or complete support for certain problem types.

These options allow excellent support at reduced cost.

Level zero support ------------------

Level zero support takes aim at the source. On-screen problem resolution software programs give users the tools they need to solve problems themselves without additional help. These software products cut downtime, the ultimate cost saver, and reduce the number of first level calls to a support center.

Some manufacturers are bundling call reduction software with each of the units they ship to provide inexpensive on-the-spot customer support to new users and reduce their long term support costs.

Dynamic new markets, new tools ------------------------------

There are new players on the customer support team: the customers themselves, looking for new sources of information and help. Among them are the ``virtual'' office users, working independently from a corporate structure. In the last six years the number of offices in the home has more than doubled and now totals around 40 million.

Adding fuel to the support requirement fire is the exponential growth of the Internet and on-line services. More and more customers are hitting the information highway bound for its product forums and customer support services. Increasing at the rate of about 10 percent a month, 20-25 million now use the Internet.

Widespread use of the Internet is so new that the support industry and businesses alike are just beginning to tap into the immense possibilities it has to offer.

Near term business expectations -------------------------------

The support-tools-help desk professionals use to do their jobs will continue to improve. The knowledge used in support systems will be increasingly a standardized commodity. Plug-and-play information will be readily available, downloaded for quick use. Like stereo systems of several decades ago, modular component -- tracking/management/resolution/reporting -- will be arranged in a custom fashion to fit a company's support requirements.

With increasing standardization and more support tools being offered, the industry can expect downward price pressure on both products and services.

Companies are just starting to tap the enormous business potential that exists within the technology of their customer support centers. In addition to solving problems, support technology is being used to track sales, spot historical trends, analyze product information and generate feedback for marketing and engineering.

As this potential is realized, the role of the support group will be expanded and developed until it is used in its broader context: a proactive partner contributing to the bottom line of worldwide business. -0-

NOTE TO EDITORS: KnowledgeBroker Inc. is a leading supplier of knowledge distribution services and technology. Established in 1992, KnowledgeBroker operates a 24-hour multivendor help desk service. KBI also builds KnowledgeBases, high performance plug-and- play problem resolutions formatted for all leading expert support systems and ASK.ME Pro/ASK.ME HelpBases, problem solving software programs for customers and support professionals.

CONTACT: KnowledgeBroker Inc.

Gail Wetmore, 213/255-8629