Reinforcing its position as the leading global provider of proactive support automation solutions, NextNine (www.NextNine.com) today proudly announced that its information technology vendor clients have reported significant increases in service and customer satisfaction levels as a result of deploying the NextNine Service Automation Platform.
NextNine Service Automation is the only software solution to incorporate automated, proactive, remote support features on a single Remote Support Automation Platform. Vendors leverage the NextNine solution to meet the increasingly complex demands on Customer Support, efficiently scale the organization by maintaining low overheads, and increase customer satisfaction by significantly reducing both the number of and time to resolution of critical issues. These vendors more effectively react to industry support pressures through the continual development of their remote diagnostics and preventive maintenance offerings. In addition, these tools will aid aforementioned vendors in empowering their respective customers to manage their increasingly complex IT infrastructures, networks and business-critical applications.
NextNine customer, Allscripts, a leading provider of electronic health records and clinical software, reported a 66% reduction in critical issues within one year. In addition, within the first 90 days of deploying NextNine Service Automation, 50 incidents of downtime were prevented, and the company has significantly reduced deployment and installation times for software service updates.
With NextNine's Virtual Support Engineer deployed at all customer sites, support teams can now prevent system malfunctions and downtime even when caused by incorrect configuration changes made by the customers themselves. This is done before the problem reaches critical levels as symptoms are diagnosed and resolved long before outages occur.
In another instance, a globally recognized cable broadband provider reported a significant reduction in SLA penalties, and in a single case, saved $135,000 by shortening a service outage. This customer also observed a reduction in length of customer service calls by up to 25%, with more than 5% of calls prevented all together.
"Enterprises have a strong need for proactive, secure remote support, and only the NextNine Service Automation platform is fully capable of addressing their demands," said Gil Levonai, vice president, marketing and strategy, NextNine. "For years, we have offered enterprises the means to provide their customers unparalleled support and high-level of care to which they are entitled, and I find it very encouraging that globally-recognized brands, such as Allscripts, are finding significant value in their NextNine deployment."
Features and functionality that only NextNine offers include:
➢ Monitoring of multiple supported systems in various locations without addition of new software;
➢ Customer control: All remote access to customer sites is controlled by the customer - not the vendor - who manages the access and authorization process; and
➢ Only NextNine is designed as a true support platform for complex support and service procedures often shared by an enterprise and its partners.
Over the past three years, enterprises and their vendors have realized the benefits of proactive, preventive support, and as such, are now demanding it on a more regular basis. NextNine Service Automation represents a direct response to this demand - which is felt across all markets, including financial services, healthcare, manufacturing and telecommunications - for reliable, cost-effective solutions.
About NextNine
NextNine, founded in 1998, is the leading global provider of innovative support automation solutions. NextNine Service Automation Ecosystem Edition automates support processes for the entire service ecosystem to ensure efficient, superior services while maintaining low OPEX. The unique capabilities of NextNine's patented Virtual Support Engineer facilitate automation solutions including Self-Support, Assisted Support, Proactive Support, Managed Service and Partners Support. NextNine's solutions are deployed by global leaders such as GE Healthcare, Allscripts, Comverse, Openwave and airwide solutions. For more information, visit us at www.NextNine.com.
© 2007 NextNine Ltd. All rights reserved. Information subject to change without notice. NextNine, the NextNine logo and all other product and technology names are trademarks of NextNine Ltd.
