In an effort to streamline communications between computer customers and
today rolled out a
new customer service delivery system.
ClearEnterprise e.link 1.0 is a software package for managing customer
service applications. The software will be used internally by both
Microsoft and Hewlett-Packard, according to the company.
"This is truly an electronic link between the corporation, the customer,
the vendor," said Clarify's president and CEO Dave Stamm. "E.link will
single point of contact for the customer while a number of vendors work
During a press conference today, Stamm described the all too familiar
scenario of a customer calling up Microsoft on what he thinks is a
problem, only to be told to call HP because it turns into a hardware
With e.link, "support can work on the problem without having the
bounce back and forth between the vendors," Stamm said.
The automated system will allow vendors to exchange customer-related
information in a secured, or closed-loop, fashion over public or
connections, including the Internet
Industry partners HP and Microsoft support centers will implement the
front-office system within their companies to allow workers to share
background on a specific customer case without having to repeat details
over the phone, and without re-keying information.
Current phone-based customer service is very cumbersome
not always timely, said Mark Perry, Microsoft's general manager of
Worldwide Support Infrastructure.
"This will allow us to ensure the right solution at the right time for
customers," said Perry.
Officials hope e.link will provide a real-time link between HP and
Microsoft, allowing the two companies to manage streamlined, customer-focused
business practices across multiple sites and organizations.
"This will allow us to link our organizations together," said
support technology lab manager Paul Primmer.
E.link works with Clarify's help desk and support software.
It is priced at $20,000 per server and will ship in October.