VEChannel Event Profile

Industry Survey: Remote Support Best Practices and Benefits

A new breed of remote support is rapidly being adopted by Support Centers. David Kay, DB Kay & Associates, will share his findings from the recently completed industry survey " Show, Dont Tell" Remote Support Best Practices and Benefits. Davids research included speaking with a variety of companies including Cognos, Epicor, and Agilent to understand how they have integrated remote support into their customer support offerings enabling them to reduce support costs and increase customer satisfaction. Following is a sampling of the comments received EMPLOYEE ADOPTION "Weve rolled out a number of different technologies over the years. Theres always some growing pain" analysts dont immediately see the benefit. Remote access was different: there was an immediate impact, so this was the easiest adoption weve ever had." INCREASED PRODUCIVITY / REDUCED SUPPORT COSTS "Its faster to use [the customers system], not duplicate it" The engineers are saying that calls that took one or two weeks, elapsed, now take 30 minutes. We take out the phone tag, the email tag, and the turn around time, and just have the actual resolution time." INCREASED CUSTOMER SATISFACTION "Before, it would take a day or a couple of days to help the customers. But the customers needed help right away. So, the top level driver for remote access was customer satisfaction via a timely resolution of the problem. Cost savings was a nice second benefit".Our customer satisfaction scores have gone up by 12%." Come learn how your company can realize increased productivity, reduced support costs, and increased customer satisfaction. Through attending this web seminar you will receive the newly released white paper, giving you the "information" you need to champion an updated remote support solution for your organization. This is one event that you wont want to miss! About the Speakers: David Kay , Principal ? DB Kay & Associates ? www.dbk.com David is a leader in applying technology to knowledgeintensive business processes like customer support since 1984. He has been certified by the Help Desk Institute (HDI) as a trainer for KnowledgeCentered Support, and is a frequent speaker and contributor for the Service and Support Professionals Association (SSPA.) Jack Chawla , Director Support Services, WebEx Communications www.webex.com Background: Jack is a seasoned Product Manager with over 7 years of experience in building and marketing software and services in CRM, Helpdesk, and Collaboration Market. Prior to WebEx, Jack was Director of Product Management at eGain Communications, where he managed eGain Live and eGain Mail product lines and led the effort for eGain SMPT (Service Management Platform). He has also worked as an engineer and consultant at Lotus (IBM) and Plenary Software.

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