| The Worldwide
Software Support Cost Problem
The worldwide software support market for corporate help desks
totaled $18.0 billion in 1996. Over $11.0 billion of that figure
was spent on telephone support. Software support costs are growing
worldwide roughly at 13% CAGR. When you combine this with flat-to-small
increases in software support budgets, something must be done to
contain support costs with existing resources.
It's important to note that an estimated 60% of all support calls
are usage related. (Some sources report up to 84% of all calls are
usage related.) Most end-user problems today are not solved in one
support call, but take about three calls, with slight variances.
This statistic applies to all four major problem categories—setup/initialization,
bug fixes, usage, and new software versions. Moreover, end-users
prefer to use the telephone as a means to getting support.
Given these trends, the time is ripe for obtaining greater efficiencies
when handling a support call with real-time software support technologies.
OpSession provides a powerful means for corporate support staff
to reduce call length time and eliminate repeat calls for the corporate
user.
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