Helpdesk Example

• the COMPAQ SMART system.
• The problem was that:
• Thousands of customers were calling Compaq directly every day, requesting support.
• Many of the staff were new; there was a major training problem.
• There was a need for consistent & accurate answers and responses
• There was a need for retention of corporate knowledge.
• The COMPAQ SMART system, once developed and installed, succeeded in solving 85-95% of calls.
• Typical time to solve a problem was less than 2 minutes.