 Chris Kauffman e-Business Evangelist Motive Communications, Inc. chris.kauffman@motive.com |
Q. Scaling Support: What does it mean for you and your customers? Scaling your e-business application support has important benefits for your organization and for your customers. It enables you to honor your service-level agreements online just as well as you do for telephone or in-person support. It enables you to satisfy the demands of your most demanding premium customers - for example, by giving them online access to the same experts they worked with in the offline world. The basic idea is to make sure your service network always matches the needs of your application users. That is to say, not only should the overall network scale smoothly, but also each component should scale independently to meet changing needs. By enabling you to expand your service network in an optimal way, you are able to control hardware costs. And it helps you to leverage the power of your e-business application - for which your company may have invested millions of dollars in licensing fees and/or implementation costs. |