Help Desk Software helps decrease problem resolution time.
Press Release Summary:
Fully integrating company's support automation technology within Remedy call tracking interface, Accelerator helps reduce desk-side visits, call handle time of repeat problems, and escalation of calls to level 2 help desk analysts. Features include ability to capture diagnostics and populate ticketing systems directly and analyst tools for problem resolution including single-click-fixes that resolve repeat problems automatically.
Original Press Release:
SupportSoft Launches Accelerator
New Product Integrates with BMC Remedy Call Tracking System to Significantly Reduce Problem Resolution Time
REDWOOD CITY, Calif., Aug 9 -- SupportSoft, Inc. (NASDAQ:SPRT), a leader in technology problem resolution, today announced the general availability of Accelerator, a new product that fully integrates the benefits of SupportSoft's patented support automation technology within Remedy's call tracking interface. The ready-to-deploy solution, which helps companies to resolve technology problems more quickly with fewer steps involved, can help reduce desk-side visits by up to 15%, reduce call handle time of repeat problems by up to 60%, and help reduce escalation of calls to level 2 help desk analysts by up to 20%(i).
"The ability to capture detailed and up-to-date information about an end-user's system at the outset of a service desk call is crucial to increase the accuracy of incident diagnosis," said David Coyle, research director for IT Operations at industry analyst firm, Gartner, Inc. "Increasing diagnostic accuracy can lead to both decreased resolution time and increased first contact resolution; two key service desk metrics."
According to new independent research(ii), 99 percent of IT help desk managers say that they have made a substantial investment in developing and implementing technology to provide better help desk support for end-users, yet only one third are completely satisfied with that investment. A main reason for their dissatisfaction is the inability to automatically input up-to-date diagnostic information into their call tracking system. More survey results are outlined in a separate press release issued by SupportSoft today.
"Organizations have made significant investments in both time and money to implement support technologies. However, most organizations aren't realizing the full value of that investment," said Anthony Rodio, chief marketing officer, SupportSoft. "Having access to accurate diagnostics data and powerful analyst tools from SupportSoft Accelerator will help companies to realize that investment by speeding problem resolution, and creating a more positive support experience for both analysts and end-users."
Capturing accurate and detailed diagnostic data during a technical support call is a time consuming process. With Accelerator both users and analysts can focus more on resolving problems quickly and getting back to work faster. Accelerator is specifically designed to integrate with existing Remedy deployments, and was developed as an out-of-the-box solution after implementing customized integrations with Remedy at Fortune 500 enterprises. SupportSoft Accelerator features include: the ability to capture diagnostics and populate the ticketing systems directly and powerful analyst tools for faster problem resolution including single-click-fixes that resolve repeat problems automatically. For more information about SupportSoft Accelerator, visit (http://supportsoft.com/solutions/accelerator.asp)
SupportSoft is a certified Technology Alliance Partner with BMC's Remedy Action Request System, a consolidated service process management platform for automating and managing service management business processes.
About SupportSoft
SupportSoft is a leading provider of software and services for technology problem resolution. The Company's solutions reduce technology support costs, improve customer satisfaction and enable new revenue streams for companies reaching 50 million users worldwide. The Company has expanded its offerings and now provides Instant Technology Relief(SM) to frustrating technology problems directly to consumers through www.support.com/. For more information about the Company and its corporate offerings, visit supportsoft.com/; for Instant Technology Relief (SM) to consumer technology problems, visit www.support.com/ or dial 1-800-PC-SUPPORT.
(i) Based on results from current deployments of SupportSoft software
(ii) Survey conducted in June, 2007 on behalf of SupportSoft by an independent research firm among 204 IT help desk managers, 102 of whom were in the United Kingdom, and 102 of whom were in the United States. All survey respondents work at a company of 1,000 or more employees, and 65% of respondents work at a company with 5,000 or
more employees. 75% of managers surveyed have 11 or more help desk employees report into them.
Source: SupportSoft
