SupportSoft Resolution Suite
The Resolution Suite includes advanced self-healing and self-service components, and the ability to capture data from individual users and their machines. These qualities give IT executives incredible business insight into their computing environments, enabling them to better manage their assets.
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OS/400,
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sales@supportsoft.com
650/556-9440
Additional Product Information
As the pressure on internal IT resources continues to mount ? more mobile computing, more complex applications and the steady increase of security threats ? SupportSoft believes there will be an increased need and dependability on support automation infrastructures for the enterprise. The Resolution Suite?s ability to streamline communications associated with the support process reduces support costs, increases user productivity and helps IT departments handle even the most demanding support requirements. The Resolution Suite includes advanced self-healing and self-service components, and the ability to capture data from individual users and their machines. These qualities give IT executives incredible business insight into their computing environments, enabling them to better manage their assets.
SupportSoft customers? fast adoption of the Resolution Suite has helped the company to grow its business and maintain an impressive customer list including one in four of the Fortune 50 companies, and six of the top eight North American broadband service providers.
Forward-thinking companies - such as BellSouth, General Electric, IBM, and Siebel Systems - have looked to SupportSoft to help achieve both customer satisfaction and cost reduction goals. Whether these companies support a global workforce of thousands - or serve a customer base of millions ? the Resolution Suite? is the software underpinning that helps to provide customers with quick, accurate and proactive answers, when and where the customer needs them. Web-based and personalized, support automation empowers users to solve their own problems, and can reduce the cost of successfully handling the same customer problem from $33 via telephone to about $1 over the Internet* (*according to Forrester Research). But SupportSoft's world-class platform not only automates answers to individual problems end-users face daily, but also automates the entire enterprise support solutions that every company with thousands of computers must address. For example, the Resolution Suite includes mass-healing capabilities (the ability to automatically diagnose and repair common technical problems), allowing for the quick turnaround of virus protection patches. In the instance of Siebel Systems, SupportSoft's Resolution Suite reduced the recovery time with the Gon.A virus from what could have been days to a few short hours, delivering Siebel an immediate return on its investment. BellSouth, a SupportSoft broadband service provider customer, is using the resolution suite to help retain their number-one the ranking among telecommunications companies for customer satisfaction and has deflected 40% of their customer calls to automated self-service following deployment of our solution. Cisco Systems, a corporate enterprise customer, is achieving an 80% first-call resolution rate, a 50% reduction in deskside support visits by their IT staff and has seen a measurable increase in employee productivity. And General Motors, working with our channel partner CompuCom, reported a 20% reduction in support calls and a 33% reduction in average support call-time.
SupportSoft (Nasdaq: SPRT), is the world's leading provider of support automation software. Global 2000 companies using SupportSoft's software include corporate enterprises like GE, Cisco Systems, BT and Schlumberger, plus OEMs and service providers like IBM, Sony, CSC and BellSouth. SupportSoft has offices worldwide. For more information, visit www.supportsoft.com