Dimension Data employees in the UK can now solve their own email problems, password reset glitches and difficulties connecting to the company network – thanks to Support.com technology.
With over 12,000 employees in 30 countries, Dimension Data needed a more efficient helpdesk. Reducing unnecessary calls frees up support resources to focus on more complex computing issues.
"Support.com software automates support to our staff," said Paul Morgan, chief information officer at Dimension Data. "It also allows us to assist our increasingly mobile work force with the technical problems associated with laptops."
"Support automation is gaining momentum, accelerated by a slowing economy that is causing enterprises to look for technologies that improve operational efficiency," said Bruce Mowery, vice-president of marketing at Support.com.
Support.com's software, which integrates with Siebel's customer service module, additionally provides the IT support team with diagnostic tools and detailed information regarding a user's computing system when additional help desk assistance is required.
About Dimension Data Holdings plc
Dimension Data is a new category of systems integrator providing network and multi-channel e-business solutions. Founded in 1983 as a specialist supplier of technology and services, Dimension Data's strategy has evolved with the emergence of the intelligent network. Listed on the London Stock Exchange, the company is a member of the FTSE 250 index and has achieved a three-year compound annual growth rate of 73% in revenue and 36% in basic earnings per share.
Support.com provides support automation software and has offices worldwide. Customers include GE, Cisco Systems, and Delta Air Lines, plus OEMs and service providers like IBM, Sony, CSC and BellSouth.