• Reduce non-productive calls to support lines, depots and field technicians
• Support services provide an interface or intermediary point to assist customers
• Improve technical support cal efficiencies with diagnostics 'early warning system'
• Save wasted time and costs with 'wrongful returns', 'no defect found' and 'no problem found'
• Enumerated, modular component testing concentrates test loads, saving time
• Costs increase through the channel when problems get out the door
• Solution: Virtual QA+, Virtual Pc-Check & Test Accessories

Details...

Support call centers are able to reduce non-productive calls for technical support lines, depots and field technicians.

By using diagnostics throughout PC support points, hardware problems can be checked, tested and validated in the field, finding potential bug or compatibility problems, reducing products returned to production or maintenance points.

Wherever PCs are in use, handled or shipped, faults will be introduced - electromagnetic failure, loose connections, dropped parts, missing components, etc. Establishing support processes that include the self or field checking of PCs by using diagnostics can confirm hardware reliability, effectively reducing 'wrongful returns' or 'no problem found'.

Key criteria for successful technical support centers include call prevention, competence and resolution solutions. Support services provide an interface or intermediary point to assist customers with sorting PC hardware and software problems giving greater customer satisfaction.

Technical support services cover a wide range of customer help points from IT outsourcing at call centers and voice-over-IP (VOIP) Internet portals, to internal network administrators and consultants within a non-IT organization. Diagnostics assist with complex technical support issues.

To optimize these support services to your internal or outsource IT customer base, simple steps of adding diagnostics to your PC support service mix provides invaluable end-user self-help tools, saving you tremendous support costs. Diagnostic tools provide an 'early warning system' by helping end-users to find problems conveniently in the field before or during calls to technical support lines.

Taking support one step further, where original production information is available from manufacturing points' databases, accessing this PC information links end-users' PC complaints to the self-help diagnostic results. This process determines that the PC is, in fact, the one you should be providing support for; preventing undue service to PCs that may have had hardware altered, switched or upgraded outside of its warranty or service policy. Ultimately, should technical service calls resolve that PCs are returned to maintenance points, they have first been field checked for valid warranty claims.

Time is an issue for all PC Life Cycle points. Using enumerated, modular testing techniques, time can be saved loading diagnostic modules designed solely for target components such as CD-ROM drives or modems, or several components at one time. Enumeration keenly applies each diagnostic module by checking that the hardware is installed or available first. This allows easy use of diagnostics while ensuring that questionable or failing hardware is tested first and foremost.

Costs simply increase if problems aren't identified. Diagnostics included in your maintenance process improve your return on investment (ROI) by identifying problems before they become costly mistakes.

Eurosoft solutions can help.

Using Virtual QA+ and Virtual Pc-Check secures your services' future, reducing customer support calls while keeping PCs in the field.

Eurosoft's popular computer hardware diagnostic and production solutions cover the full spectrum of the PC Life Cycle. From key stage hardware developments, to computer manufacturing, during customer support and on to the maintenance of PC products, Eurosoft's solutions are helping users to reduce downtime, technical support costs, unnecessary repair and product returns.