"IBM understands the critical importance of providing superior customer service. SupportSoft's solutions are a key ingredient, as IBM works to improve support efficiencies and optimize resolution times through frictionless self-healing, self-servicing and assisted service."
The Company
IBM is the world's largest information technology company, ranking 8th on the Fortune 500 list of largest U.S. companies. IBM's Personal Computing Division (PCD) is a large part of IBM's success, shipping more than 14 million ThinkPad notebooks since their introduction in 1992, not to mention millions of units of its Netvista Desktop and NetFinity Server products.
Did You Know?
IBM, which employs 320,000 people globally, was the first company to receive more than 3,000 U.S. patent awards in one year, 2001. It was also the ninth straight year IBM was awarded more patents than any enterprise in any industry.
The Need
IBM PCD was looking for a way to reduce customer service calls for a broad spectrum of its computer owners. No matter what the solution put in place, IBM needed a leading eSupport technology that enabled self-healing functionality — such as when and how jobs ran, and which applications were protected. By putting control in the hands of the end user, IBM believed they could improve support efficiencies while providing superior customer service.
The Solution
IBM selected SupportSoft after an extensive technical review process. Today, SupportSoft's solution ships on all of IBM's computing devices including ThinkPad laptops and NetVista computers in multiple languages. IBM has further extended the use of SupportSoft's technology and support automation expertise to its Virtual Help Desk, which is marketed as a standalone outsourced offering by IBM Global Services.
