Increase service quality, reduce service costs
----StarSoftComm and Foundertech join force in building PC service platform

Customer background

Foundertech is one of the most influential publicly listed high-tech companies in China, deservingly as a leading PC manufacturer internationally, Foundertech consistently maintain a growth rate more then double that of industrial average. Accompanying the success is the proportionately inflated after sale service demands and associated costs, creating a double jeopardy situation in an increasingly competitive market that drives down profits. The situation determines that to sustain a competitive edge on an ongoing basis, a solution must be found to reduce support service costs while increasing service efficiency.

Solution description

Quality of customer service is a benchmark by which the status of a brand is measured against, a vital asset in retaining and expanding customer base. Foundertech experiences increasing difficulties in maintaining the consistency of service level, containing the operation costs and providing timely information updates throughout a decentralized customer support structure in an effort to accommodate the rapid growth of a distribution network that spans across the nation.

As the first remote service solution provider in China, StarSoftComm greets Foundertech's challenge in customer support with enthusiasm and offers a comprehensive solution that bases its fundamentals in placing an OS independent management platform in each PC. This platform allows end users to perform auto system installation, hardware diagnostics, data rescue and system restore etc, that collectively empowers PC to self-manage and self-maintain. In addition to increasing user self-reliance, the system facilitates unattended download and installation of hardware driver upgrade and OS patches via the Internet, optimizing operation environment of all PCs connected to the service. The platform increases manageability and ease of maintenance and significantly reduces phone support in both number of requests and length of calls when necessary, swiftly resolve problems and improves customer satisfaction, and under circumstance that user requires further assistance, the system provides remote support and maintenance that eliminate most onsite visits for support personnel, drastically increase support efficiency.

Foundertech's decision to adopt StarSoftComm Remote service solution base upon its merits as a comprehensive and user friendly solution, empowering users to self-manage and self-maintain their PCs, and as importantly, facilitates remote support assistant that reduces the bulk of support effort and costs.as follows:

StarSoftComm's remote service solution drastically reduces after sale support costs, improve customer satisfaction, increases manageability and ease of maintenance, fully utilizes end users' participation in the after sale support formula, reduces users' reliance on after sale services and technical support. In collaboration, these translate to improved competitiveness for OEM and impact revenues positively, and as a provider for general PC service solution, StarSoftcomm emerges victorious as an effective problem solver through the Foundertech account. StarSoftComm strive to continue its drive towards building costs efficient PC service platforms that meet PC OEMs' support needs, and develop PC desktop management and maintenance solution to meet corporate needs.