eSupport ROI Lost productivity is the greatest cost organizations can incur. When a company has difficulties using technology, their productivity struggles. If an organization cannot offer quick solutions that minimizes the amount of lost productivity a customer experiences, their frustration can lead to lost revenue. Control-F1 eSupport empowers an organization with the tools to provide quick and effective technical support. A higher quality of service and more efficient support leads to greater customer satisfaction, which can be leveraged to increase revenues. Control-F1 eSupport also benefits organizations by reducing their helpdesk operating expenses. Note: Contact us to have a sales representative perform an ROI analysis specific to your organization. Control-F1 will Reduce Expenses & Increase Revenues A helpdesk armed with Control-F1 eSupport empowers agents with the tools required to support customers more effectively and efficiently. - Less time spent on each incident. - Greater capacity to manage incidents. - Increased rate of incident resolution. - Increased employee / customer satisfaction. - Increased corporate productivity. - Lower total cost of technology ownership. - Increased first call resolution. - Reduced need for call escalation. - Reduced need for on-site visits. There are two main contributors to a support investment's ROI. One is the cost of delivering technical support. The other being the customer productivity it saves. Increasing the efficiency and quality of support and decreasing customer downtime directly contributes to heightened customer satisfaction, which can be used to leverage sales. The following table outlines how Control-F1 eSupport's features contribute to ROI: Feature Reduced Expenses Increased Revenues Diagnostic Tools Automatic retrieval of diagnostic information, which reduces session time and inaccuracies associated with lengthy verbal instructions and explanations. Reduction of diagnostic time and background nature allow agents to diagnose the cause of problems faster without affecting customer productivity. Quicker, unobtrusive problem resolution translates into an enhanced support experience and increased savings for the customer. System Management Tools Directory and file transfer functions provide the ability to save and execute solution sets. Quick problem resolutions free support resources that can be allocated to other incidents and tasks. Background nature of System Management Tools allow agents to fix problems while the customers continue to use their computer normally. Less downtime for customers translates into an enhanced support experience and increased savings. Communication Tools Provides human interaction for real-time Web-based communication between agents and customers, reducing reliance on phone communication. Tools can be minimized so that a Customer can continue to work without losing any productivity, which translates into increased savings for the customer. Desktop Sharing Tools Remote control abilities provide the same capabilities of on-site support without incurring any of the costs associated with it. Ability to remotely demonstrate a solution / problem eliminates the need for long verbal explanations, significantly reducing downtime. QSystem Intelligent routing capability saves time and resources routing incidents to the most appropriate agent. Seamless call escalation saves customers the time and frustration of being placed on hold. Improves customer satisfaction. Integrations: Helpdesk Incident Tracking Automatically generate and store a log of actions taken during the session into a generated ticket, eliminating the time and costs associated with manually transcribing session information. Provides information that allows for detailed trouble ticket and statistical analysis as well as knowledge creation. Facilitates the improvement of organizations' CRM initiatives, enabling more effective service delivery and increased customer satisfaction. Corporate Wide Satisfaction eSupport relieves the stress placed on agents, which leads to less employee turnover. Increased job satisfaction results in less employee turnover, and lower training expenses. Also, system administrators will be pleased with a solution that is easy to maintain and manage. Enhanced Support Packages Customers may be willing to pay extra for an enhanced support package powered by Control-F1. This can offset the price of purchasing Control-F1 while providing customers solace with an improved quality of support service.