The power of SupportSoft

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The Seven Deadly Sins of Support Automation
The power of SupportSofts Problem Resolution
Platform
Micah JoelIndustry Marketing ManagerApril 25,
2002
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SupportSoft Overview

• Customers
• 180 customers
• 25 of the Fortune 50
• 6 of top 7 U.S. Service Providers
• Business Momentum
• 9 consecutive quarters of revenue growth
• 5 consecutive quarters of profitability
• 6 consecutive quarters of positive cash flow
• Experience
• In business since 1997
• Invented application healing
• Leader in Support Automation market

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What We Do

• Increase revenue per employee
• Employee Productivity
• System Uptime
• Infrastructure Recovery
• Increase Revenue per customer
• Customer satisfaction and retention
• Customer information for up-sell

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Industry Segments
Service Providers
Corporate Enterprises
OEM / Embedded
Outsourcers
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The Seven Deadly Sins

• Pride
• Envy
• Gluttony
• Wrath
• Greed
• Sloth
• Lust

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Pride

• If I build it, they will come.

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More than Just Software

• End User
• Marketing and Promotion
• Training
• Incentives
• Help Desk
• Marketing and Promotion
• Training
• Incentives
• Metrics

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Tailoring the User Experience
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Envy

• Our competition uses solutions X, Y and Z, so why
  dont I?

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Challenges of Point Solution Integration
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Solution Common Platform
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Gluttony

• I need a million pieces of content or Ill starve!

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Less is More with Automated Solutions
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Wrath

• My customers will be furious if they cant talk
  to a live person!

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Really?
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Charter Communications

• Approximately 350,000 Portal Visitors / Month
• Approximately 35,000-40,000 Calls Deflected /
  Month
• Projected Annual Savings of 4.5MM
• Reduced Average Call Time by 75, Cost per Call
  reduced by 50

17
Greed

• This vendors miraculous ROI analysis must be
  true!

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ROI is a Complicated Beast

• If it seems too good to be true, it probably is.
• Overhead
• Differentiating call types
• Customization
• User types
• Organizational structure
• IT policies (lockdown)
• Make sure the vendor
• understands YOUR environment.

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Sloth

• We already have a knowledge base why do we need
  more?

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Support Demand by Category
Source Gartner, The Cost Of a Nonautomated Help
Desk, 2002
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Support Automation Strategy Shift Left
0.30
1.50
5.50
25.00
COST

• One-to-one support is expensive.
• One-to-many support is much more efficient.
• The Support Automation allows you to provide
  support to your customers in the most cost
  effective way.

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Lust

• Thats a verrrry sexy demo.

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Avoiding One-Night-Stands

• Interest in an ongoing relationship
• Financial stability
• Market experience
• Support responsiveness
• Satisfied customers

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Thank You