The Kanrad IDEAS Framework includes three unique capabilities:

1. Optimize your service center. High-tech company's field large service centers to handle technical service and product-related incidents from customers. IDEAS enable your customers to solve their own problems online via automated self-service solutions. IDEAS also enable your customers to submit incidents to your service center via the Internet, while leveraging automated diagnostics to cut your problem-resolution times. These capabilities enable you to serve more users with a fixed number of resources.

2. Eliminate unnecessary hardware dispatches. High-tech companies dispatch expensive field resources and equipment to fix hardware issues at customer sites. However, many of these dispatches are unnecessary and result from a misdiagnosis over the phone. IDEAS enable your service center to gather accurate diagnostic information directly from your customers' equipment, to accurately assess whether or not a hardware dispatch is required.

3. Create downstream service networks with your partners. Many high-tech companies rely extensively on partner repair service providers and reseller networks to deliver service for their products. IDEAS enable your company to easily extend auto support service capabilities to your partners and resellers. The result is a unified service experience for your customers, regardless of who is providing the service, as well as increased brand loyalty and awareness for your products through key distribution channels.

In particular, our client have realized immediate ROI within weeks of IDEAS Framework deployment such as:

• Inventory levels in third party depots can be reduced by 25%
• Compliance problems with SLAs can be reduced by 77%
• CSR productivity can be increased by almost 200%, including the effects of a case workload that sustained a revenue increase of 100%

For further information or clarification: IDEAS@kanrad.com