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Fortune 500 Companies Showcase Gains from Service and Support Automation at Support.com User ForumVisionaries Present Innovative Uses and Insights into Growing Adoption of Automated Support for a Connected World
REDWOOD CITY, Calif.---Nov. 20, 2001-- The 2001 Support.com User Forum, co-sponsored by IBM, Compaq Computer Corporation and Siebel Systems, recently
showcased a blue-chip line-up of customers and partners, demonstrating significant ROI and creative uses of Support.com software technology. Support.com (Nasdaq:SPRT
- news) is the world's leading provider of support automation software.
Bank of America, BellSouth, Cisco Systems, Clorox, General Electric, IBM, Procter & Gamble and McKesson HBOC, were among the Fortune 500 companies hosted
by Support.com at its two-day customer forum held in San Francisco. Several of these companies further shared their successful experiences in delivering automated
service and support to their employees, customers and partners.
According to Gartner's Research Director, Kris Brittain, who chaired a discussion panel at the User Forum with representatives from Accenture, Compaq and General
Electric, ``In today's economic landscape, tools that diminish downtime are required for end-users to perform business tasks, to reduce operating costs and to improve the
service quality. The ability to proactively resolve consistent technical tasks can have a significant impact to an organization's operating costs, which will free staff to focus on
high value business initiatives,'' Brittain noted.
Cisco Systems, which has been a Support.com customer for more than a year, announced at the event that, by the end of 2001, it plans to deploy support automation
software globally to a workforce of ``non-standardized'' computing users, who can use self-service to determine ``best-fixes'' for problems encountered within varying
computing environments.
In addition, Support.com's newest customers, Siebel Systems and Bank of America, testified to the future of support automation in company strategies. Mark Sunday, CIO
of Siebel Systems, positioned support automation's role within Siebel's own IT CustomerCare as ``preemptive automated support.'' In conjunction with the forum,
Support.com announced that it intends to tightly integrate its Resolution Suite software with Siebel Employee Relationship Management (ERM) 7, a new suite of
applications sold to Siebel's customers to increase employee productivity, workforce training and skills, and to streamline the delivery of strategic information and
performance management.
Bank of America's Ed Hawthorne, the recently named Chairman to the support industry association, Help Desk Institute (HDI), described the future evolution of the support
industry roadmap, citing support automation and end-user self-service as a ``must have'' in order to control escalating help desk demands and increase employee
productivity and satisfaction.
``Our customers continue to demonstrate how support automation has become essential to enterprises that know the value technology contributes to the success of their
businesses. Keeping customers, partners and employees up and running in the face of increasingly complex and rapidly proliferating technologies of all kinds is no longer an
option. It's a business mandate,'' said Radha Basu, Chairman and CEO of Support.com. ``Service and support automation has moved to the center of the enterprise, where it
can help build customer relationships, reduce operational expense for businesses and improve productivity for customers, employees and companies alike.''
Support.com customers from around the world were welcomed to this year's event by San Francisco Mayor Willie L Brown Jr., who provided opening remarks as part of his
campaign, America: Open for Business.
About Support.com
Support.com (Nasdaq:SPRT - news) is the world's leading provider of support automation software. Support.com's patented software platform allows businesses to automate
and personalize the support they provide to their customers, partners and employees, helping them reduce costs and drive user satisfaction. Global 2000 companies using
Support.com's software include corporate enterprises like GE, Cisco Systems, British Telecom and Schlumberger, plus OEMs and service providers like IBM, Sony, CSC,
and BellSouth. Support.com has offices worldwide. For more information, visit www.support.com.
This press release contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities
Exchange Act of 1934, as amended, including the expected integration, the growing adoption of automated support, and customers' planned usage of the products, and
such forward-looking statements are subject to risks and uncertainties, including the technical challenges and time remaining to integrate the solutions and/or deploy the
product, customer acceptance of the products, the rapid pace of technological change, continued economic downturns in either domestic or foreign markets and other sales,
marketing, and development challenges that the Company may face. Additional risks and uncertainties are set forth in the Company's SEC reports.
Editorial Contact:
Joi Deaser
Support.com
650.556-8930
joi@support.com
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