ReSOFT provides everything you will need from a support automation framework, either in a standard configuration, or if your needs are more complex, in a customized setup. The list of benefits from using ReSOFT is huge. Here are some of the highlights: - Proactive support - detection and incident creation can happen without the end user being aware of any issue.
- Faster response time - response time is based on automated detection rather than an end user noticing a problem.
- Automated problem resolution - problem resolution can happen right on the local machine, with no outside interaction.
- Non-invasive support - end users can continue to use their system while issues are being resolved.
- Automated diagnosis - problem diagnosis is done using a pre-defined algorithm, rather than counting on a support agent recognizing the problem in a database.
- Leveraged expertise - when local expertise gets captured in an automated resolution, this expertise now becomes available to all end users.
- Reduced call volume - end users don't need to call, and you don't need to answer those calls, when problems are automatically detected.
- Connectivity problem resolution - since automated problem resolution doesn't require communication with a central server, connectivity problems can be resolved, unlike competing systems.
- Scalability of installed base - group management and peer-to-peer cooperation allows the installed base to grow without a corresponding increase in central server resources.
- Adaptive support - the knowledge base and the DART database are extended based on the most frequently occurring issues.
- Benefit from peers - everyone benefits from automated resolutions developed for a single customer.
- Pre-configured resolutions - the out-of-the-box configuration includes problem resolution for most common issues.
- More information available - if manual intervention is required, there is much more information available about the issue.
- Portable devices - the architecture works well with devices that are connected intermittently.
- Custom resolutions - more complicated custom problem resolutions can be configured using our DART development team.
- Replicated solutions - resolutions applied on one device can be easily replicated onto the entire end user base.
- Reduced incident volume - if a resolution involves making a configuration change based on certain conditions, this can be applied everywhere, avoiding the issue on other machines.
- Accurate diagnosis - problem diagnosis is based on what is actually happening on the device, rather than relying on end user reports.
- Uniform problem solutions - solutions are standardized algorithms applied with software, rather than being based on a support agent reading a solution to an end user.
- Configurable resolutions - many custom problem resolutions can be configured using out-of-the-box DARTs.
- Scalability of problem resolutions - the event driven architecture allows the problem resolution database to grow without corresponding growth in the load on end user devices.
- Automatic ticket management - integration with third-party vendors will enter tickets based on automated problem detection.
- Low overhead - the event driven architecture and small footprint both minimize the impact on devices under management.
The list goes on, but clearly, ReSOFT is the kind of flexible, powerful, and configurable support automation framework you can use to address all of your support needs. |
|
| 
| 
| 
| 
| 
Designed by HFN