(Company
Profile, Past
Stories, Case
Studies) Calgary, Alberta - November 12, 2003 - Control-F1™ Corporation, the leading eSupport software company, today announced that Coasin, an innovative technology consulting company, has deployed CF1-LIVE!™ for its enterprise support operation in Chile.
Coasin is one of South America’s leading outsource support providers, specializing in the engineering, distribution, and marketing of high-technology products. Coasin’s help desk supports a number of applications, including in-house developed software, Microsoft Office, Microsoft Exchange, and operating systems such as Novell and Microsoft.
According to Eduardo Gomez, Support Manager at Coasin, the company embarked on a major initiative to improve its customer satisfaction rates while lowering costs; primary objectives for their support operation.
Prior to CF1-LIVE!, the support process was often lengthy for Coasin’s help desk customers. “Our number one service challenge was improving our customers’ satisfaction,” said Gomez. “Our clients are located all across Chile and before implementing CF1-LIVE! we supported them via telephone and onsite visits. An onsite support session was often required due to either the situation’s complexity or difficulty with completing the technical procedures required to fix the customer’s problem via the telephone. However, this became unacceptable from both a cost and customer satisfaction standpoint. Travel expenses were high and resolution times were lengthy. We knew that remote support would have to become an integral part of our new service model.”
Following Control-F1’s philosophy that “support time does not equal downtime,” support agents using CF1-LIVE! can resolve customer issues in the background, allowing customers to continue working without interruption. CF1-LIVE!’s System Information Tools can retrieve predefined support-related information regarding the customer’s computer as well as make changes on their computer automatically, instantly, and accurately. The Advanced Repair Toolkit allows the support agent to copy files to and from the customer’s computer, edit the customer’s registry, and even change system files. When the support agent utilizes the Desktop Sharing tool, customers can observe the entire repair process, thereby gaining a higher level of understanding, which leads to decreased frustration and repeat calls.
“Using CF1-LIVE!, we have cut our travel expenses by 70%,” Gomez continued. “We have dramatically shortened our call resolution times and both our customers and support agents are very pleased with our remote support capabilities. CF1-LIVE! has become key to the success of our help desk.”
“The results realized by Coasin are prime examples of how CF1-LIVE! can enhance the effectiveness of a support operation,” stated Geoff Thompson, CEO at Control-F1. “We are pleased to be the catalyst behind Coasin’s strategic movement towards support excellence.”
About Control-F1
Control-F1 is a leading eSupport software company, providing powerful support solutions for today’s help desk environments. Enterprise organizations use Control-F1’s premier eSupport solution, CF1-LIVE!, to deliver live and automated technical support remotely, thereby streamlining their support operation for customers, partners, and employees.
CF1-LIVE! includes a comprehensive, fully integrated set of tools, including collaboration, diagnostic, remote control, eSupport, and repair functions. Clients using CF1-LIVE! benefit from improved first contact resolution rates, decreased incident resolution times, and fewer desk side visits. This leads to greater end user productivity and increased overall customer satisfaction.
The bottom line for organizations is reduced costs, improved corporate productivity, enhanced support operation efficiency, increased customer acquisition and retention, as well as greater revenue potential. By employing Control-F1’s Professional Services with CF1-LIVE!, ROI is achieved at a faster rate than other products within the same class.
Control-F1's customers include AIG, Alberta Government, Blue Cross Blue Shield, Gateway, Hummingbird, IBM, Indiana University, MetLife, New York Times, 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 Coasin Chile
Since its founding in 1966, Coasin Chile has become one of the leading players in the field of telecommunications and computing in Chile. Coasin Chile specializes in the engineering, distribution, and marketing of high-technology products to provide efficient communications and computer solutions. Seventy percent of its 408 employees are engineers and technicians with expertise in both areas. Marketing, consulting, service, and logistic centers have been set up across Latin America to adapt products to local standards and to translate documents into local languages.
Coasin Chile is an international company represented in many Latin American countries. The company's communications businesses are headquartered in Santiago de Chile, with associated companies in Argentina, Costa Rica and El Salvador.
For more information, please visit www.coasin.cl
email this article