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Novell Inc. Selects Control-F1 eSupport Solution

Leading Provider of Net Services Software Offers eSupport to Clients

Calgary, Alberta - August 21, 2001 - Control-F1, the eSupport software company, today announced that Novell Inc., the leading provider of net services software has chosen Control-F1 as its eSupport solution.  Control-F1 will be offered as part of a comprehensive online support suite to Novell clients world-wide.

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.

Since deploying Control-F1's eSupport solution, both Novell clients and engineers claim they have seen a significant decrease in the amount of time it takes to diagnose and fix both technical and usability related problems. Novell’s clients will benefit from shorter support sessions and minimal productivity loss, as they are able to continue working uninhibited on their computers while Novell’s agents diagnose and fix problems in the background. By decreasing customer downtime and increasing the ability to effectively handle more support requests, Novell has further enriched their world-class support infrastructure.   

"Novell has developed a broad range of net services software to better support our clients, and it was critical that our eSupport solution work flawlessly in this environment," said Kenny Bunnell, Novell Technical Support Programs Manager.  "Control-F1's web-based architecture allows it to integrate seamlessly with our infrastructure, including our deployment of PeopleSoft Vantive, and the solution provides our support team with a comprehensive suite of capabilities that will continue to facilitate higher customer satisfaction."

“We are honored that Novell has chosen our software to be a part of its exceptional web-support solution,” said Veer Gidwaney, CEO and Co-founder of Control-F1.  “Novell’s proactive integration of eSupport into its overall customer service infrastructure will contribute significantly to customer satisfaction and increased helpdesk productivity.”

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.

·Technicians can use 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.  Control-F1’s Desktop Sharing capability is powered by Lotus Sametime via an OEM partnership with IBM.

·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 Novell

Novell, Inc. (NASDAQ:NOVL), is the leading provider of Net services software that delivers services to secure and power all types of networks-the Internet, intranets, and extranets; wired to wireless; corporate and public-across leading operating systems. Novell's Net services software provides the foundation for one Net-a single global network that supports new applications and forms of business. Worldwide channel, consulting, education, developer and technical support programs, along with strategic alliances, combine Novell Net services software with third-party products and services to form complete Net solutions.    


 
Editorial Contact:
Deanna Blake
Control-F1
403.270.2410
deannab@control-f1.com
 
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