Higher Returns Online
NetIQ
NetIQ develops software that maximizes
the return on investment for key enterprise-level technology systems.
A pioneer in Windows infrastructure management, the company’s products
facilitate the delivery of cross-platform online systems management,
security, and analytics. From the workhorse back-end networks and servers to
applications on the front lines of consumer websites, they provide solutions
that help companies work smarter and meet higher returns online.
ACME worked with NetIQ on a worldwide rollout
of Siebel eService and supporting business processes. The new system
allows customers to open, update, and track service requests — all
online — with
built-in mechanisms that encourage customer feedback and make it
easier to benchmark and track customer satisfaction.
Project goals included:
- Customer Satisfaction – Better and faster online support will
get customers what they need, when they need it. Improved efficiency in
support delivery will cut time-to-solution for customers as well as help
the client realize significant savings in support overhead costs.
- Scalability – The client will be able
to scale their service offering in order to accommodate customers with
fast-changing needs. The bottom line: better service and service product
scope for clients of all sizes.
- Compliance – The implementation will
help meet the service-level agreements already in place for the
customers of a company the client recently acquired.
- Improved Value Proposition – With a more
effective and efficient means to handle maintenance for clients,
the client will see bottom-line benefit via a bolstered maintenance
revenue stream. The ACME team
nailed the cutover on time and on budget, and the client will
be measuring the long-term success of the engagement by transitioning
at least 80% of traditional e-mail to eSupport, having a minimum
of 40% of all new service requests issued via eService, and reducing
incoming support calls by at least 20%. All in just 90 days.
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