Perception dominates

Article Abstract:

Information technology (IT) organizations can perform several exercises that will help them determine customer satisfaction. Among these is the customer satisfaction survey, which should have some important criteria. These surveys should be designed so that customers can respond easily. They should also reflect the actual service event and must be sent within 72 hours of the event. They should also obtain information on the effectiveness, efficiency, professionalism and technical proficiency of the IT service personnel.

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Cisco catches Web wave

Article Abstract:

Cisco Systems Inc undertook a major conversion of its support knowledge base to reduce the workload of its technical assistance center. The effort resulted in the development of a new troubleshooting engine based on the self-service software from ServiceSoft Corp. The software supported both case-based reasoning and decision tree structures. ServiceSoft Pres Dave Tarrant said that it may still be early to gauge the success of Cisco troubleshooting engine but it will ultimately reduce support burden.

Telephone Apparatus Manufacturing, Data Communications Equip, Data communications equipment

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Ingram Micro comes through for NSN

Article Abstract:

Ingram Micro Inc of Santa Ana, CA, has launched a customized online call management system for its National Service Network (NSN) resellers. The application will enable Ingram's network of 250 resellers to dispatch, track, and bill service calls using the Internet. It speeds up response times for service calls and allows ease-of-use for dispatching service. The call-management system is based on Clarify's ClearSupport software.

Services introduction

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