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Control-F1 Becomes Certified Remedy Technology Partner

Control-F1 Database Bridge Technology Enables Seamless Integration with Remedy's Action Request System

 CALGARY, AB – July 31, 2001 – Today, Control-F1 announced that they have officially formed a strategic alliance with Remedy® Corporation (NASDAQ: RMDY) to become a certified Remedy technology alliance member. Certification testing was recently concluded by Quality Partners, Remedy’s third-party Quality Assurance lab.

Control-F1 is an eSupport software company that empowers helpdesks with the ability to deliver live technical support via the Internet. An extensive set of secure web-based Communication, Diagnostic, System Management and Desktop Sharing Tools equip support technicians to solve problems faster and more effectively.

Customers who purchase the Control-F1 Database Bridge will have an integrated environment that enables seamless communication between the eSupport solution and Remedy’s Action Request System® (AR System®).  Control-F1 automatically stores its diagnostic data and session logs into the award-winning Remedy® Help Desk product, as well as other products, such as Remedy® CRM Solutions, and customized or custom-built Incident Tracking systems.  

“This integration enhances the functionality of Remedy’s solution,” said Gary Oliver, Vice President and General Manager of IT Service Management at Remedy. “It is a solid framework for a fully integrated, end-to-end eSupport solution.”

Control-F1’s integration with Remedy further enhances Remedy’s AR system by automating the documentation of session information collected by Control-F1, which allows for detailed trouble ticket creation and statistical analysis of incidents as well as knowledge creation within Remedy’s AR System. This facilitates the helpdesk’s overall performance, enabling more efficient and effective support delivery and increased customer satisfaction.

"Control-F1 is honored to establish a strategic alliance with Remedy,” said Veer Gidwaney, CEO and Co-founder of Control-F1.  “The Control-F1/Remedy partnership offers helpdesks an end-to-end support solution.  This creation of a seamless environment is critical to delivering a superior service experience.”

With Control-F1, providing support is better than being there:

·Control-F1’s Diagnostic and System Management Tools have the power to retrieve large sets of information about a customer’s computer as well as to invoke change on the computer automatically, instantly and accurately. As a result, the time required to support the customer could be significantly decreased. Whereas it normally may take 10 minutes to gather a set of diagnostic data on the phone, and 5 minutes to collect that same data using ‘remote control’, Control-F1’s Tools could retrieve the desired information in a matter of seconds.

·Control-F1’s Diagnostic and System Management Tools operate in the background. As a result, support time does not equal down time. A technician can retrieve information about the customer’s computer as well as fix the problem while the customer uses their computer normally. Lost productivity is often more costly than the expense to deliver the support itself. If a support center can solve problems while at the same time maintain the productivity of its customers, it can provide a more positive customer support experience.

·The Technician can use the Desktop Sharing capabilities - remotely control the Customer’s computer or broadcast the Technician’s computer to the Customer’s screen for instructional or training purposes. The person sharing can select to share only one window on the desktop so that the other person will not see any other windows.   Competitor – sorry.

·Control-F1’s Communication Tools provide the platform for web-based communication between the technician and the customer. A technician can chat with the customer or use the Desktop Sharing capabilities - remotely control the customer’s computer or broadcast the technician’s computer to the customer’s screen for instructional or training purposes.

·Control-F1’s QSystem has an intelligent routing capability that saves time and resources by routing incidents to the most appropriate technician.  It also includes eSupport statistics that provide helpdesk administrators with the information needed to manage and measure the effectiveness of their helpdesk’s eSupport initiative. This collection and organization of helpdesk data is critical to accurately calculate return-on-investment as well as to analyze opportunities to further enhance performance.

·Control-F1’s integrations with helpdesk incident tracking systems automatically generate and store a log of actions taken during the support session into a generated ticket, which eliminates the time and costs associated with manually transcribing session information. Additionally, the information collected allows for detailed trouble ticket and statistical analysis as well as knowledge creation. This facilitates the helpdesk’s overall improvement, thus enabling more effective service delivery and increased customer satisfaction.

About Control-F1

Control-F1 (www.control-f1.com) is an eSupport software company that empowers helpdesks with the ability to deliver live technical support via the Internet. An extensive set of secure web-based communication, diagnostic, system management and desktop sharing tools equip support technicians to solve problems faster and more effectively.

The need to provide exceptional technical support has become a critical requirement in building customer relationships. Control-F1 helps enhance customer satisfaction and brand reputation, while decreasing the cost of support and increasing overall profitability.

About Remedy Corporation

Remedy is a leading supplier of Information Technology Service Management (ITSM) and Customer Relationship Management (CRM) solutions, with Remedy products sold to more than 10,000 customer sites. Remedy’s fast deployment programs and radical adaptability accelerate an organization’s move to eBusiness as well as increasing the ability to continually differentiate from competitors. By focusing on internal and external service, Remedy’s customers continually improve both their customer interactions and their internal operations to raise satisfaction and lower costs. More information on Remedy, its products and its services is available on the company’s Web site at www.remedy.com.
©2001 Remedy Corporation. All rights reserved. Remedy, Remedy Corporation and Design, Action Request System, AR System, (this is not a trademark), Remedy Help Des, Remedy User Group and Remedy CRM Solutions are trademarks of Remedy Corporation which are registered or pending in certain jurisdictions. All other trademarks are the property of their respective owners.
 
Editorial Contact:
Deanna Blake
Control-F1
403-270-2410
deannab@control-f1.com
 
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