Browse Prior Art Database

An On-Demand Support Portal

IP.com Disclosure Number: IPCOM000031187D
Original Publication Date: 2004-Sep-16
Included in the Prior Art Database: 2004-Sep-16
Document File: 3 page(s) / 43K

Publishing Venue

IBM

Abstract

With Organization’s continued focus on improving technology platforms, support services will play a key role in success of any implementation. Problem determination and resolution often times involve knowledge of various complex systems and software technologies. Locating the right support component group can be quite a daunting task, as every support group has their myriad processes. Both the customers and the support professional find themselves at a support deadlock. Support Connect aims to achieve a synergy within the support community by providing ‘oneness’ to all support Organizations. The solution offered by the support portal with built-in expert system will provide a drill down capability into ALL support products and groups. By enabling a unified view of the entire Organization’s support infrastructure, the proposed portal intends to bridge the gaps of process discovery while maintaining the individuality of independent support groups. The appeal of preserving the process decision with component groups makes Support Connect an attractive and acceptable solution.

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An On-Demand Support Portal

   Disclosed is a proposal that is unique in its merits as an integrated business process that addresses the diverse 'cultural' boundaries of an Organization. It also involves a technical integration of the EIS (Enterprise Information System) to enable a novel collaborative effort, which in its concept and design will render the entire support community to be truly On-Demand.

   A successful enterprise today, needs to develop both competency and capability to respond to the ever-changing, fast-paced business environment. The popular epithet 'Time is money' has more relevance than ever. There is a need to develop a mechanism that is flexible, adaptable and addresses the crucial needs of the customers and those with direct customer contact. A successful CRM strategy (Customer Relationship Management) should mobilize an entire Organization towards serving customers better. [1] "A CRM strategy means that operations revolve around the customer and provide better insight into customer behavior. Superior implementation merge the front and back office operations, giving employees a complete view of the organization relationship with its customer". [1] An infrastructure that renders a Corporation to better serve its customer and simultaneously streamline its business processes is bound to succeed in gaining the market share.

    Support Connect is envisioned to be an interactive, flexible, and adaptable system specifically developed for supporting the discovery and subsequent initiation of a valid support process. It envisages providing the employees and business partners (limited access and control) a complete view of the Organization's support structure. It can be modularized to fit into an existing CRM strategy, or may serve as a stand-alone portal. The intent being, to provide 'oneness' to various support networks and thereby reducing complexity of the diverse support community within a Corporation. With Organization's continued focus on improving technology platforms, support services will play a key role in success of any implementation. Problem determination and resolution often times involve knowledge of various complex systems and software technologies. Locating the right support component group can be quite a daunting task, as every support group has their myriad processes. Both the customers and the support professional find themselves at a support deadlock.

    The diversity of the support community is directly proportional to the products and services offered by an organization. The higher the number of products and services, the more assorted the number of support units. As a Corporation adds number of products to its overall portfolio, it gains competitive advantage due to a diversified product mix. Competing in diverse industry environments becomes increasingly vital to the success of the individual components of the product mix. It is thus important to devise actions to improve the long-term performance of th...