New SMI report charts vendors' support activities

Article Abstract:

The number of software vendors that use electronic mail and Web sites to provide support has increased by 50% since 1994, according to the 1998 Customer Care Benchmarking Study from Service Management International (SMI). Similarly, the number of vendors that use the Internet as a distribution channel went up to 90% in 1998, from 68% in 1996. SMI consultant Barry Penner said these statistics is an indication of the cost advantages that the Internet has over traditional telephone support.

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Microsoft signs Compaq to support Internet business infrastructure

Article Abstract:

Microsoft Corp has extended by another two years its contract with Compaq Services for the management of the Internet infrastructure of The Microsoft Network, MS NBC, Microsoft.com, CarPoint and other online Microsoft ventures. Compaq will continue to provide lifecycle global services including server and network management, NT-based administration services and support for customer service personnel in Microsoft's Internet Operations Group.

Use of services, Contracts & orders received, Microsoft Corp.

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