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SOFTWARE AS A SERVICE
E-mail security, remote access and desktop software are among the wide variety of application areas for SaaS
Many companies, including British Gas, use software as a service (SaaS) to provide customer relationship management (CRM) systems, but other applications are available, including e-mail security, remote access and desktop software. Here we highlight some of the ways companies are using SaaS.
Organisation: Dixons Store Group International
SaaS provider: Citrix Online
Application: support desk
For many home PC users, getting help when things go wrong can be a confusing and frustrating experience. The average manufacturer's warranty will provide them with assistance in cases of PC hardware failure and some operating system support but is not much help with more complex issues, and certainly not where technical hiccups involve equipment from other manufacturers.
With that in mind, DSG International (DSGi), owner of PC World, Currys and Dixons.co.uk, launched its TechFriend support service last year, offering customers round-theclock access to a team of technical specialists to deal with a wide range of home computing problems. The service costs £89.99 a year for unlimited helpdesk calls and is not tied to any particular brand of equipment. Other services offered by DSGi's TechGuys support arm include basic telephone support, in-store tech clinics and home visits.
Jason Smith, head of services development at TechGuys, says TechFriend has been a great success since its launch last year. "But, at the same time, it generates a huge volume of calls, and the staff manning the service need to deal with a huge range of problems and different levels of complexity," he says.
The pressure is on for TechFriend staff to fix problems as swiftly and effectively as possible - and, in some cases, that means taking remote control of the end-user's PC or laptop. This is done using GoTo Assist, an online remote assistance application hosted on DSGi's behalf by provider Citrix Online.
Using GoToAssist, TechFriend customers can get help from the service via e-mail or phone and, within seconds, give permission for one of the TechGuys to access their PCs over the internet and identify and fix problems remotely and securely.
The GoToAssist service includes reporting tools and a customer satisfaction survey which enables DSGi to measure its successes...