Procter & Gamble bet on slashing support costs

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Procter & Gamble bet on slashing support costs

Emma Nash
Manufacturing giant Procter & Gamble is deploying an automated support system across its 100,000 desktops in a bid to improve efficiency and cut costs.

The company has signed a multi-million pound deal with Support.com, which is in the process of deploying its Resolution Suite across Procter & Gamble's global infrastructure, a network that covers 80 countries and 10 languages.

According to Terry Lawlor, director of marketing EMEA at Support.com, Procter & Gamble selected the small US company after hearing about the work it had done for other customers such as GE, Cisco and Excite@home.

Lawlor claimed that a typical installation would result in a 25% to 30% reduction in calls to the company helpdesk. He also claimed that most customers would start to see a return on investment within three months of product deployment.

"Typically, organisations are faced with a trade off. They need to improve levels of service particularly in the employee helpdesk, said Lawlor. "We enable them to scale that support without scaling the number of people," he added.

According to Lawlor, the product enables users to sort simple problems themselves, thus freeing up support staff to cope with more complex problems and concentrate on developing proactive and preventative functionality into the system.

Support.com is currently working with the manufacturing company to build the necessary portals required to run the product effectively, as well as establishing the correct service responses.

"Support.com complements our existing support toolset and improves our ability to keep a greater number of employees' personal computers up and running automatically, while maintaining a high level of consumer satisfaction and reducing our overall costs," said Greg Lange, global support services product manager in global business services at Procter & Gamble.

"It also enables us to increase the hours of coverage and provides the toolset necessary to deliver support in a multi-lingual environment," he added.

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