Enterprise
Solutions for medium and large enterprises and IT Service Providers
Supporting enterprise computers can be quite a headache. Tific's 2nd generation support automation solutions ease your pain.
The complexity of the enterprise IT environment today is fueled by an increasing amount of installed software and hardware in the end-user computer environment. Adding to the complexity is the number of users choosing mobile solutions over conventional desktops. IT migrations are yet another pain point in the enterprise IT environment. Desktop migrations are considered among the most complex and expensive projects that the IT department handles.
The net result is an overwhelmed IT staff that has to prioritize support actions in order to provide benefit to the organization — for end-users this means longer down-time and their productivity and satisfaction is taking a hit.
Maintaining an IT support function also provides for a substantial cost which is increasing at the rate of the complexity in the enterprise IT environment. Tific's answer to the problem is support automation and self service. Tific offers solutions that attack two of the largest problems in the IT environment today — technical support and desktop migrations. These operations are the main contributors of TCO (Total Cost of Ownership) related to enterprise computers today.
Tific Support Automation Suite, Tific Helpdesk Booster and Tific Migration Suite provide enterprise support staff and IT outsourcers with solutions that:
- Transform the support organization from being reactive to being proactive — thereby increasing end-user and support staff productivity and satisfaction.
- Reduce the support load on the service desk through automated resolution of known problems.
- Reduce the AHT (Average Handling Time) of end-user incidents.
- Saves time and reduce complexity in desktop migrations.
- Minimize the risk associated with desktop migrations.
Mobile
Solutions for Mobile Phone Vendors and Operators
Having a hard time managing the growing need for technical support on mobile devices? Tific MAP takes the burden off your shoulders.
The device vendor and operator market are characterized by intense competition. Participants are forced to bring-to-market rapidly advancing mobile devices and services in order to keep up with the competition. But with rapidly advancing technology comes an exponential need of support on the end-users behalf. If the customer isn't content with vendor or operator support this will have an effect on their satisfaction and ensuing loyalty.
Customers are paying top dollar for high-tech mobile devices and services - their expectations are set high but they usually run into problems from day one. The vast amount of applications, features, services and ensuing configuration options facing them are creating more questions than answers.
The past reveals that in these instances customers rarely look to the instruction manual for guidance; instead they often choose email or telephone support, thereby providing for an expensive support tab that has to be picked up by the either the service provider or device vendor. Issues like RMA (Return Merchandize Authorization), customer churn and lack of service adoption are still characterizing the market and the associated costs are taking a stab at vendors and operators profitability.
Tific MAP (Mobile Acceleration Platform) provides vendors and operators with a solution that:
- Reduce RMA's by removing the majority of NFF's (No Fault Found) through automated and dynamic trouble shooting.
- Increase customer adoption and usage of profit generating services through dynamic configuration and automatically tailored information.
- Reduce support costs by providing the customer with engaging, updated and intelligently targeted training and information material.
- Increase customer satisfaction and reduce customer churn by providing them with TPQ experience (Total Product Quality).
Consumer
Solutions for Hard- and Software vendors and Internet Service Providers
Are your customers tired of solving nightmare technical problems? Tific's 2nd generation support automation solutions will turn their nightmare into a dream come true.
Providers of consumer hardware, software and Internet services have one problem in common — how do deliver cost-effective support that still maintain customer satisfaction and loyalty. This is not an easy task at hand.
The support costs for hardware and software providers are considerable — their helpdesk staff work long hours answering the same top call drivers time and again. Still RMA's (Return Merchandise Authorization) are frequently occurring due to faulty diagnosed DOA (Dead on Arrival) by their resellers, providing for yet another cost challenging providers profitability.
Internet service providers face challenges associated with customers not being capable of initial hardware and software setup to get their service up and running, these support errands are followed by recalls relating to customer down-time. Many times these issues are easy to solve, but the customers lack the know-how resulting in incoming support calls that are reducing provider margins that are already low.
Tific support automation solutions call out to the problems facing hardware, software and Internet service providers; providing them with a solution that:
- Reduce the amount of support calls through automated and dynamic trouble shooting.
- Reduce support errands, that are not addressed by automated solutions, AHT (Average Handling Time).
- Reduce support costs by providing the customer with engaging, updated and intelligently targeted training and information material.
- Increase customer satisfaction and reduce customer churn by providing them with TPQ experience (Total Product Quality).
- Increase customer adoption and usage of profit generating services through dynamic configuration and automatically tailored information.