Set and Forget It, Part 2: The Impact of ""Proactive"" Support
This IDC study shows some examples of how investments in more proactive support features have improved customer satisfaction and created operational efficiencies, hence saving support providers' hard dollars to invest elsewhere."To connect or not connect is a battle that has been going on in the IT industry for some time; at this point, it seems as though in some way, shape, or form, enterprises are allowing vendors to reach into their environments to assist remotely," says Rob Brothers, program vice president of IDC's Software and Hardware Support and Deployment Services. "This is not to say they are leaving a door open to monitor the environment on an ongoing basis, but they are at least allowing access to remotely connect to better define or remotely solve an issue."
Please Note: Extended description available upon request.