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Made2Manage Selects Control-F1

Leading Provider of Enterprise Business Systems Adds eSupport to its Helpdesk

Calgary, Alberta - December 12, 2001 - Control-F1, the eSupport software company, today announced that Made2Manage, the leading provider of comprehensive enterprise
business systems for mid-market manufacturers, has selected Control-F1 to be an integral part of its customer support offering.  By enhancing their support environment
with Control-F1’s comprehensive eSupport solution, Made2Manage will be able to provide superior support to its customers worldwide.

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 agents to solve problems faster and more effectively.

"Our relationship with Control-F1 showcases our continued commitment to improve customer support throughout Made2Manage Systems," said Ray Vallillo, vice president,
support services, "We are excited to partner with Control-F1 to support our efforts for continuous improvement."

"We are honoured that Made2Manage has chosen our eSupport solution," said Wayne Andrews, Product Manager at Control-F1. "Made2Manage provides mission critical
support to its clients. With Control-F1 and the power of eSupport, they will ensure that the customer support experience is world-class.  Made2Manage will be able to
achieve greater helpdesk efficiency, while delivering more effective support."

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 support agent 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 agent can use the Desktop Sharing capabilities - remotely control the customer’s computer or broadcast the agent’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.  Lotus
Sametime powers control-F1’s Desktop Sharing capability via an OEM partnership with IBM.

·Control-F1’s Communication Tools provide the platform for web-based communication between the agent and the customer. An agent can chat with the customer or use the
Desktop Sharing capabilities - remotely control the customer’s computer or broadcast the agent’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 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 agents 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 Made2Manage

Made2Manage Systems helps mid-market manufacturers improve access to real-time information for their critical business decisions. The Made2Manage Enterprise
Business System offers one complete integrated application solution for automating business processes from selling and design, finance and human resources, customer
service and support, through scheduling and distribution. This end-to-end solution, which utilizes Microsoft-based technology, helps strengthen customer relationships,
enhance collaboration throughout the supply chain and develop employees.

For the fifth consecutive year, Made2Manage Systems was named to MSI’s “Top 100 Software Vendors” and for the fourth consecutive year to start magazine’s “Hottest
Companies.” Also, for the third time, the company was listed on Software Magazine's “Top 500.” Visit the Made2Manage Web page at www.made2manage.com.
Made2Manage can be reached via e-mail at info@made2manage.com or by calling (800) 626-0220.

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