Compaq and Clarify Partner to Provide Seamless Customer Services Worldwide

Strategic Insights -

Compaq Computer Corp. and Clarify Inc. have entered into a multimillion dollar deal that enables Compaq customers to access a single point of contact for services worldwide. As part of Compaq's initiative to create integrated, state-of-the-art, global business systems, the company has selected Clarify eFrontOffice to provide its customers with an interface to their service events worldwide, including integrated e-mail and Web-based interactions with customers and partners.

Key Takeaways:

  • Compaq's goal is to create a single point of contact for its customers worldwide, providing them with an integrated view of their service needs and status.
  • Compaq uses Clarify eFrontOffice to automate logging, transfer, management, escalation, and tracking of service events for single-user desktop and laptop computers as well as multi-level, powerful, and integrated enterprise-wide technology systems.
  • Compaq will use Clarify's integrated e-mail and Web capabilities to share service information with partners as well as customers, ensuring prompt and accurate services within service level agreements (SLAs).
  • The partnership will enable Compaq to eliminate redundant systems and reduce support costs, speeding response times and optimizing its knowledge resources.
  • Approximately 27,000 information technology experts in 114 countries will use Clarify eFrontOffice, which will be run on the Microsoft Commerce platform.

Statistics:

  • Compaq has selected Clarify to automate service events for single-user desktop and laptop computers as well as multi-level, powerful, and integrated enterprise-wide technology systems.
  • Compaq will use Clarify's integrated e-mail and Web capabilities to share service information with partners as well as customers.
  • The company will eliminate redundant systems, reducing support costs and speeding response times.
  • Compaq will run Clarify on the Microsoft Commerce platform, including the Microsoft Site Server and Internet Information Server.
  • The partnership is expected to be completed in mid-next year.

Sources:

  • Compaq Computer Corp.
  • Clarify Inc.
  • PRNewswire (Nov. 22)
  • www.clarify.com