CRM in Action: Providing Cost-Effective Global Support

The Challenge: Provide remote support to 40,000 customers worldwide. The Solution: Using a modem-based, remote service platform was proving to be expensive and impractical for Kronos Inc., a provider of human resources, payroll, and labor management solutions. The system created lengthy and expensive support sessions, since line charges were high and support engineers couldn't "see" the end-users' problems, says Mark Ellis, director of service operations at Kronos. To resolve the problem Kronos implemented Expertcity's DesktopStreaming platform to handle all of its remote support needs. DesktopStreaming is designed to simplify remote support by using one-click access to put end users in direct communication with support representatives. Support reps can instantly view and control the users' computers, reducing handling time and often solving support problems in one session. Ellis says the DesktopStreaming platform was easy to implement--the Web-based solution requires no end-user download or installation--and has valuable reporting tools. "The platform also integrated perfectly with our systems. We did not have a single problem blending it into our operation," Ellis says. The Payoff: Ellis says that the DesktopStreaming solution has reduced Kronos's incident-handling time for support engineers by more than 8,400 hours, greatly increasing support capacity. Ellis also says that moving to DesktopStreaming from a modem-based system saves Kronos substantial money in phone line charges. "The savings from the line charges alone paid for the implementation of the system," Ellis says. In addition, Kronos now enjoys a positive customer feedback rate of 96 percent. "The customers simply love it," he says.

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