by Gary Audin
Once your system is successfully operating, you move into the position of keeping it running properly. You need a website that not only offers information but also provides real time data on problems and their solutions. Wouldn’t be great if the website had the answer to your problem over 90% of the time without talking to a person? You fix it faster. You expend less labor. You have happier users.
Mike Runda, SVP and President of Avaya Client Services and Gary Audin discuss the evolution of support and maintenance in this podcast recorded at the International Avaya User Group conference. Mike’s organization delivers 91% of the problem resolution on their website, typically within 30 minutes. Mike noted that about 4 years ago 15% of their work was break/fix. It is now about 2 to 3% with the website automating most of the problem resolution. He also points out that the website collects and reports the problems so product management can focus on the main issues rapidly, ma