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"Demonstrating Return on Investment in an eSupport Solution"
by Tony Rodoni - Vice President of Marketing, Support.com
eSupport represents the inevitable shift from traditional telephone-based technical support delivery, to use of the Web to provide automated technical support processes and electronic delivery. The growth of the eSupport market is being driven by a few key trends. In businesses, a growing number of enterprise help desks are required to support not only internal users, but external customers, partners, and suppliers as well. For consumers, the expectation of a low (if not free) cost of technical support has resulted in a corresponding requirement, on the part of ISPs and PC manufacturers, for providing that support at the lowest possible cost. This document will illustrate how a Support.com eSupport solution can reduce the overall costs of support for a typical organization and yield an attractive return on investment (ROI). To build the ROI model, Support.com consulted many top sources of Help Desk information, including Gartner, Help Desk 2000, and HDI, and combined this research with information gathered
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