First National Technology Solutions Strengthens Support Operation with Control-F1™ eSupport(email this article)

Calgary, Alberta – August 5, 2003 – Control-F1 (Company Profile, Past Stories, Case Studies) , the leading eSupport software company, today announced that First National Technology Solutions (FNTS) has deployed CF1-LIVE! to enhance the effectiveness of its help desk operation.

Headquartered in Omaha, Nebraska, FNTS provides Collocation and Managed Services to businesses across the United States. Prior to CF1-LIVE!, the help desk assisted its customers primarily via telephone and onsite support. Reducing frequent travel to deliver support at remote locations to was a key factor in FNTS’s decision to incorporate eSupport.

“Our client base is widespread so sending our support agents onsite for desk-side assistance was expensive,” stated Brian Johnston, Operations Manager at First National Technology Solutions. “When we heard about Control-F1 and the benefits of remote support, we immediately saw potential cost savings and the opportunity for a rapid return on investment. Since deploying CF1-LIVE!, our support times have been substantially reduced.”

The FNTS help desk supports a wide variety of applications, including banking, office, and operating system software. Utilizing CF1-LIVE!, the FNTS Client Services web portal allows customers to log in and receive immediate remote assistance. Support agents can perform background diagnostics without inconveniencing the customer, guaranteeing fast and accurate results. Once the issue has been verified, agents can access CF1-LIVE!’s extensive suite of automated and advanced repair tools in order to quickly rectify the problem.

“Providing remote support enables our agents to deliver service to any customer without leaving their own desks,” Johnston continued. “They are able to assist more customers in a shorter timeframe, and we have better agent coverage without adding resources. FNTS is decreasing expenses and travel costs while improving customer wait times.”

With a customer base that includes enterprise organizations in the healthcare, technology, energy, and telecom industries, Control-F1 has proven its ability to deliver the most complete eSupport solution in the market. CF1-LIVE! is the first product to fully combine a comprehensive, integrated set of tools, including collaboration, diagnostic, remote control, support automation, and repair functions. Using CF1-LIVE!, help desks can better meet the continual challenges to reduce costs, increase end user satisfaction, and enable increased productivity for internal and external end users.

“We are pleased to be working with FNTS and are excited about the opportunities CF1-LIVE! brings to their support operation,” stated Geoff Thomson, CEO at Control- F1.

About Control-F1
Control-F1 is a leading eSupport software company, providing powerful support solutions for the enterprise. CF1-LIVE! is used to deliver live and automated technical support remotely. Enterprise organizations use CF1-LIVE! to streamline their support operation for customers, partners, and employees. Cost reduction, improved corporate productivity, enhanced support operation efficiency, increased customer acquisition and retention, as well as greater revenue potential are the benefits of Control-F1’s products and services. Control-F1’s customers include AIG, Alberta Government, Blue Cross Blue Shield, Gateway, Hummingbird, IBM, Indiana University, MetLife, Novell, Ricoh, Siemens, South Carolina Department of Health and Human Services, TELUS Communications, Unisys, Wipro, and more. For additional information, please visit www.control-f1.com.

About First National Technology Solutions
First National Technology Solutions is a subsidiary of First National of Nebraska, one of the largest bank holding companies headquartered west of the Mississippi River. First National and its affiliates have nearly $12 billion in managed assets and over 6,400 employee associates located across the United States. First National Technology Solutions’ services range from providing a safe, secure, reliable facility for critical systems to total system outsourcing and system monitoring. First National Technology Solutions is headquartered in Omaha, Nebraska. For more information, please visit the company’s web site at www.fntsinc.com or call 800-820-6924.