'RTSM brings just-in-time problem resolution'

-Jason Joel, product line manager, SupportSoft

What is
Real Time Service Management?

Real Time Service Management (RTSM) is a totally new concept pioneered by
SupportSoft, which delivers pre-emptive, pro-active, and just-in-time problem
resolution for business critical technologies. This allows faster,
cost-effective problem resolution apart from increased customer satisfaction.

Which
are your focus areas?

Broadband Digital Service Providers (DSPs) is our key focus area. For
instance, RTSM is significant to broadband ISPs as it ushers in slew of benefits
such as online self-service automation, installation automation and service
verification, CPE configuration, and firmware among others.

Can you
cite some customer support challenges various enterprises face today and how
RTSM can address those challenges?

The computing and communication environment in the enterprise is growing
rapidly in its complexity with an increased proliferation of devices.
Even with complete automation, support organizations are unable to keep
up with the demands of the support and services. The customer support challenges
faced by enterprises include many-being unable to solve problems with regards
to the computer and the  Internet
themselves resulting in waste of time. RTSM addresses these challenges by
reducing the need for human effort as a result of increased automation. Take the
case of Comcast in the US. At Comcast, the country's largest broadband service
provider deployed our Service Automation Suite for Broadband (SAS-B) and created
a fully branded, Web-based self-service portal that customers could access 24x7.
The portal gave Comcast's high-speed Internet customers the power to help
themselves, while it significantly reduced the number of telephone calls to
Comcast's customer care center. The SAS-B enabled Comcast to keep all
maintenance on the back end, ensuring that changes could be made on the server
and then pushed out over the network.

What is
your mandate on emerging geographies like India?    

SupportSoft sees an immense potential in emerging geographies like
India especially with the increasing use of broadband in home networking. In
addition, we do not see India as just another product development site. It is
also a critical market for our sales, marketing and business development
initiatives.

Shrikanth G