Triage: Single-Click eSupport Solution Providing timely, efficient technical support is an expensive effort. Break/fix problems can be complex and time-consuming to resolve. Too often, the effort required to gather complete, accurate diagnostic information is too high—both for your technical support staff and for the end users (your customers) who must supply the information. Triage eSupport solutions address these problems directly. Triage leverages the power of the Internet to provide automated technical support for any type of software application or hardware peripheral. Triage extends your existing technical support processes by automating the collection of accurate diagnostics and the resolution of problems. Triage eSupport solutions are delivering quantifiable results to leading companies such as Best Software Inc, Cardiff Software Inc, Cognos Incorporated, Compuware, and Kewill ERP Inc. These companies are using the Triage eSupport solution to reduce the total cost of support by automating the diagnosis and resolution of technical problems, eliminating time-consuming phone calls, and giving users single-click access to eSupport. What can Triage do for your company?      Increase customer satisfaction   Solve customer problems faster, and minimize the amount of time customers spend answering questions from your technical support specialists. Give customers the web-based support they expect.      Streamline your technical support process   Make problem resolution more efficient and accurate by eliminating the need for customers to explain problems, describe symptoms, and provide system configuration information. Leverage the Internet to provide automated problem analysis and diagnosis that is specifically tailored to your applications.      Reduce the total cost of support   Get fast, accurate problem diagnostics that will help you increase first call resolutions, reduce resolution times, and reduce call escalations. Provide self-repair capabilities that will reduce the number of support calls. Combine a root cause analysis with a targeted eSupport solution, and reduce call volumes and customer wait times.

Triage eSupport automates technical support
Mood:  special
Topic: eSupport

Triage eSupport automates the support effort involved in gathering information about the user's system and then sorting through that information to find the cause of the problem. Triage automatically collects accurate system and configuration information from a user's system, analyzes the collected information, and highlights potential problems.

Triage allows you to quickly identify installation- and configuration-related problems such as unregistered ActiveX controls, disconnected shortcuts, invalid or missing registry keys, insufficient disk space, incorrect system settings, incorrect environment variable settings, insufficient security settings, and DLL versioning problems.

Triage Self-Repair can restore an application to its previous working configuration. This allows you to automate the resolution of common problems, so that users can fix their own problems without ever contacting technical support.

By adding Triage eSupport to your technical support web, customers will be able to get automated problem diagnosis and repair with a click of a button. If you do need to support systems without an Internet connection, Triage can be bundled with your application.

You can use Triage to support any software application. The automated diagnostic and self-repair features are completely customizable, so you collect only the diagnostics you need. Triage can be customized on an application-by-application basis, and you can share and reuse templates for common application components.

Customizing Triage for an application involves specifying the system and application-specific information you want to collect (a process called "profiling"). While this sounds hard, Triage makes it simple. You can be set up in a matter of minutes, because Triage provides simple, yet powerful, workflow features for automatically profiling an application.

Find out more about Triage eSupport