Whitepapers

A white paper on understanding the Complex Dynamics of Success in a Global Support Organization. Globalization is upon us. No longer do companies support customers in one city, state, or country. In the global economy, services are provided across country boundaries and…

Self-service coupled with an effective Knowledge Management software tool will be instrumental in evolving your support model and empowering the service desk and users to be more effective. It will also dramatically reduce the overall support cost. We look at a compelling case where a support organization can save $129,600 per month using self-service with KCS.