| |
Results
of Research:
e.Support & Knowledge Management
Conducted
June 2001 by supportindustry.com
and STI Knowledge
survey
technology provided by CustomerSat.com
Size
of Company
| Choice |
Number
Of Responses |
Percent |
Graph |
| Small
(0-999 employees) |
77
|
53.1%
|
|
| Medium
(1000-9999 employees) |
33
|
22.8%
|
|
| Large
(10,000+ employees) |
35
|
24.1%
|
|
| Total
Responses: |
145 |
100% |
|
Are you responsible for your company's
| Choice |
Number
Of Responses |
Percent |
Graph |
| Internal
Help Desk |
42
|
30.9%
|
|
| External
Support Center |
64
|
47.1%
|
|
| Both |
30
|
22.1%
|
|
| Total
Responses: |
136 |
100% |
|
What Vertical Industry is your Company
in?
| Choice |
Number
Of Responses |
Percent |
Graph |
| Finance/Banking |
14
|
9.7%
|
|
| Insurance |
2
|
1.4%
|
|
| Healthcare |
7
|
4.8%
|
|
| Technology |
68
|
46.9%
|
|
| Consumer
Goods |
6
|
4.1%
|
|
| Transportation |
2
|
1.4%
|
|
| Entertainment |
0
|
0%
|
NA
|
| Beverage |
0
|
0%
|
NA
|
| Tobacco |
0
|
0%
|
NA
|
| Restaurant |
0
|
0%
|
NA
|
| Government |
11
|
7.6%
|
|
| University/College |
4
|
2.8%
|
|
| Other |
31
|
21.4%
|
|
| Total
Responses: |
145 |
100% |
|
What are your 2001 Support Strategy Projects?
(check all that apply)
| Choice |
Number
Of Responses |
Percent |
Graph |
| Improve
Service Levels |
116
|
21.8%
|
|
| Lower
Support Costs |
85
|
16%
|
|
| Implement
e.Support |
82
|
15.4%
|
|
| Implement
Knowledge Management |
88
|
16.6%
|
|
| Centralize/Consolidate
Support Operations |
41
|
7.7%
|
|
| Call
Tracking/Problem Management |
72
|
13.6%
|
|
| Integrate
Change Management into Problem Management |
27
|
5.1%
|
|
| Converge
Call Center and Help Desk |
20
|
3.8%
|
|
| Total
Responses: |
531 |
100% |
|
Did your support operation budget increase,
decrease or stay the same from last year?
| Choice |
Number
Of Responses |
Percent |
Graph |
| Increase |
51
|
36.2%
|
|
| Decrease |
35
|
24.8%
|
|
| Stay
the same |
55
|
39%
|
|
| Total
Responses: |
141 |
100% |
|
If your support budget decreased, by what
percent?
| Choice |
Number
Of Responses |
Percent |
Graph |
| 0
- 2.4% |
10
|
17.2%
|
|
| 2.5%
- 4.9% |
9
|
15.5%
|
|
| 5.0%
- 7.4% |
8
|
13.8%
|
|
| 7.5%
- 9.9% |
3
|
5.2%
|
|
| 10%
- 14.9% |
12
|
20.7%
|
|
| 15%
- 19.9% |
5
|
8.6%
|
|
| over
20% |
11
|
19%
|
|
| Total
Responses: |
58 |
100% |
|
Has the demand for your services increased
or decreased compared to last year? (If decreased or remained the
same, go to question 14)
| Choice |
Number
Of Responses |
Percent |
Graph |
| Increased |
100
|
70.9%
|
|
| Decreased |
13
|
9.2%
|
|
| Remained
the same |
28
|
19.9%
|
|
| Total
Responses: |
141 |
100% |
|
By what percent is the demand for your
support increasing?
| Choice |
Number
Of Responses |
Percent |
Graph |
| 0
- 2.4% |
9
|
8.7%
|
|
| 2.5%
- 4.9% |
10
|
9.7%
|
|
| 5.0%
- 7.4% |
11
|
10.7%
|
|
| 7.5%
- 9.9% |
15
|
14.6%
|
|
| 10%
- 14.9% |
16
|
15.5%
|
|
| 15%
- 19.9% |
14
|
13.6%
|
|
| over
20% |
28
|
27.2%
|
|
| Total
Responses: |
103 |
100% |
|
What is the main reason for this increase?
| Choice |
Number
Of Responses |
Percent |
Graph |
| Supporting
ERP back-office applications |
10
|
10.3%
|
|
| Supporting
CRM front-office applications |
7
|
7.2%
|
|
| Supporting
other business functions like HR/Facilities/Operations |
13
|
13.4%
|
|
| Supporting
new technologies such as PDA/Wireless |
19
|
19.6%
|
|
| Supporting
eBusiness or Internet Self-Service Initiatives |
27
|
27.8%
|
|
| Centralizing
and Consolidating Support Operations |
21
|
21.6%
|
|
| Total
Responses: |
97 |
100% |
|
Do you formally survey your customers to
determine their needs and expectations for Support?
| Choice |
Number
Of Responses |
Percent |
Graph |
| Yes |
94
|
66.2%
|
|
| No |
48
|
33.8%
|
|
| Total
Responses: |
142 |
100% |
|
Is eSupport a top priority in your organization?
| Choice |
Number
Of Responses |
Percent |
Graph |
| Yes |
84
|
59.2%
|
|
| No |
58
|
40.8%
|
|
| Total
Responses: |
142 |
100% |
|
Is your company currently benefiting from
a successful eSupport implementation?
| Choice |
Number
Of Responses |
Percent |
Graph |
| Yes |
56
|
40%
|
|
| No |
84
|
60%
|
|
| Total
Responses: |
140 |
100% |
|
Has your organization implemented an eSupport
solution before and failed? (If no, go to question 19)
| Choice |
Number
Of Responses |
Percent |
Graph |
| Yes |
11
|
7.9%
|
|
| No |
129
|
92.1%
|
|
| Total
Responses: |
140 |
100% |
|
What was the primary reason for the failed
eSupport Initiative?
| Choice |
Number
Of Responses |
Percent |
Graph |
| No
senior level sponsorship |
5
|
33.3%
|
|
| No
cross functional support |
3
|
20%
|
|
| Selected
the wrong technology |
1
|
6.7%
|
|
| No
cooperation from employees to share knowledge |
0
|
0%
|
NA
|
| No
planned maintenance |
1
|
6.7%
|
|
| No
one knew about it so it did not get used |
1
|
6.7%
|
|
| Lack
of training on how to use it |
1
|
6.7%
|
|
| Other |
3
|
20%
|
|
| Total
Responses: |
15 |
100% |
|
Do you plan to create an eSupport strategy
in the following timeframe:
| Choice |
Number
Of Responses |
Percent |
Graph |
| Next
3 months |
36
|
27.5%
|
|
| 6
months - 12 months |
43
|
32.8%
|
|
| 1
year - 18 months |
26
|
19.8%
|
|
| 18
months - 24 months |
10
|
7.6%
|
|
| 2
years or longer |
2
|
1.5%
|
|
| No
plans to create an eSupport strategy at this time |
14
|
10.7%
|
|
| Total
Responses: |
131 |
100% |
|
How much money do you have budgeted for
eSupport projects in the next year?
| Choice |
Number
Of Responses |
Percent |
Graph |
| $100,000
- $249,999 |
34
|
24.8%
|
|
| $250,000
- $499,999 |
9
|
6.6%
|
|
| $500,000
- $749,999 |
3
|
2.2%
|
|
| $750,000
- $999,999 |
3
|
2.2%
|
|
| $1,000,000
- $1,999,000 |
9
|
6.6%
|
|
| $2,000,000
- $4,999,999 |
3
|
2.2%
|
|
| over
$5 million |
1
|
0.7%
|
|
| No
money budgeted at this time |
75
|
54.7%
|
|
| Total
Responses: |
137 |
100% |
|
Did you plan for eSupport professional
services/consulting in the budget? (If no, go to question 23)
| Choice |
Number
Of Responses |
Percent |
Graph |
| Yes |
49
|
36.6%
|
|
| No |
85
|
63.4%
|
|
| Total
Responses: |
134 |
100% |
|
What professional services/consulting areas
did you include in the budget? (check all that apply) :
| Choice |
Number
Of Responses |
Percent |
Graph |
| Assesment
and justifying need for eSupport |
16
|
9.6%
|
|
| Create
the eSupport strategy & help sell it to senior mgmt |
13
|
7.8%
|
|
| Implementation
of eSupport |
35
|
21%
|
|
| Integration
of eSupport into other key systems and technologies |
29
|
17.4%
|
|
| Defining
and Mapping eSupport processes |
17
|
10.2%
|
|
| Marketing
and Communicating eSupport |
9
|
5.4%
|
|
| eSupport
Metrics and Reporting |
17
|
10.2%
|
|
| eSupport
Training |
23
|
13.8%
|
|
| Other |
8
|
4.8%
|
|
| Total
Responses: |
167 |
100% |
|
What is the primary problem that you are
hoping your eSupport implementation will solve?
| Choice |
Number
Of Responses |
Percent |
Graph |
| Redundant
status inquiries |
20
|
14.7%
|
|
| How-to
questions |
21
|
15.4%
|
|
| Password
reset/ reminder |
6
|
4.4%
|
|
| Application
error/ configuration faults |
4
|
2.9%
|
|
| Self
service access to request templates |
10
|
7.4%
|
|
| Reduce
the need for Live Assistance |
62
|
45.6%
|
|
| Other |
13
|
9.6%
|
|
| Total
Responses: |
136 |
100% |
|
Have you been able to lower costs by implementing
self-service technology?
| Choice |
Number
Of Responses |
Percent |
Graph |
| Yes |
66
|
51.6%
|
|
| No |
62
|
48.4%
|
|
| Total
Responses: |
128 |
100% |
|
Is your company currently benefiting from
a successful Knowlege Management initiative?
| Choice |
Number
Of Responses |
Percent |
Graph |
| Yes |
64
|
45.4%
|
|
| No |
77
|
54.6%
|
|
| Total
Responses: |
141 |
100% |
|
Is Knowledge Management a top priority
in your organization?
| Choice |
Number
Of Responses |
Percent |
Graph |
| Yes |
86
|
61%
|
|
| No |
55
|
39%
|
|
| Total
Responses: |
141 |
100% |
|
Are you going to pursue a Knowledge Management
initiative within the next:
| Choice |
Number
Of Responses |
Percent |
Graph |
| 3
months |
37
|
29.6%
|
|
| 6
months - 12 months |
40
|
32%
|
|
| 1
year - 18 months |
22
|
17.6%
|
|
| 18
months - 2 years |
4
|
3.2%
|
|
| 2
years or longer |
2
|
1.6%
|
|
| Not
planned at this time |
20
|
16%
|
|
| Total
Responses: |
125 |
100% |
|
How much money have you budgeted for your
Knowledge Management initiative?
| Choice |
Number
Of Responses |
Percent |
Graph |
| $100,000
- $249,999 |
31
|
24.2%
|
|
| $250,000
- $499,999 |
8
|
6.2%
|
|
| $500,000
- $749,999 |
3
|
2.3%
|
|
| $750,000
- $999,999 |
1
|
0.8%
|
|
| $1,000,000-
$1,999,999 |
4
|
3.1%
|
|
| $2,000,000
- $4,999,999 |
2
|
1.6%
|
|
| over
$5 million |
0
|
0%
|
NA
|
| No
money budgeted at this time |
79
|
61.7%
|
|
| Total
Responses: |
128 |
100% |
|
Did you plan for Knowledge Management professional
services/consulting in the budget? (If no, go to question 31)
| Choice |
Number
Of Responses |
Percent |
Graph |
| Yes |
40
|
29.6%
|
|
| No |
95
|
70.4%
|
|
| Total
Responses: |
135 |
100% |
|
What professional services/consulting areas
did you include in the budget? (check all that apply) :
| Choice |
Number
Of Responses |
Percent |
Graph |
| Assesment
and justifying need |
12
|
7.4%
|
|
| Create
the KM strategy & help sell it to senior mgmt |
11
|
6.8%
|
|
| Knowledge
Management Implementation |
30
|
18.5%
|
|
| Integration
into other key systems and technologies |
21
|
13%
|
|
| Knowledge
identification and capture |
21
|
13%
|
|
| Marketing
and Communication |
10
|
6.2%
|
|
| Metrics
and reporting |
20
|
12.3%
|
|
| Training |
16
|
9.9%
|
|
| Knowledge
Publishing |
15
|
9.3%
|
|
| Other |
6
|
3.7%
|
|
| Total
Responses: |
162 |
100% |
|
Has your organization tried to implement
a Knowledge Management initiative before and failed? (If no, go to
question 33)
| Choice |
Number
Of Responses |
Percent |
Graph |
| Yes |
33
|
23.9%
|
|
| No |
105
|
76.1%
|
|
| Total
Responses: |
138 |
100% |
|
What was the primary reason for the failed
Knowledge Management initiative?
| Choice |
Number
Of Responses |
Percent |
Graph |
| No
senior level sponsorship |
13
|
31.7%
|
|
| No
cross functional support |
2
|
4.9%
|
|
| Selected
the wrong technology |
8
|
19.5%
|
|
| No
cooperation from employees to share knowledge |
6
|
14.6%
|
|
| No
planned maintenance |
2
|
4.9%
|
|
| No
one knew about it so it did not get used |
3
|
7.3%
|
|
| Lack
of training on how to use it |
1
|
2.4%
|
|
| Other |
6
|
14.6%
|
|
| Total
Responses: |
41 |
100% |
|
Do you plan to converge your eSupport and
Knowledge Management initiatives at any point in time in the future?
| Choice |
Number
Of Responses |
Percent |
Graph |
| Yes |
108
|
81.8%
|
|
| No |
24
|
18.2%
|
|
| Total
Responses: |
132 |
100% |
|
How do you educate customers to use your
self-service/knowledgebase tools (check all that apply)?
| Choice |
Number
Of Responses |
Percent |
Graph |
| Training/Classes |
46
|
10.2%
|
|
| Just
in time training - on the phone |
63
|
13.9%
|
|
| Documentation |
71
|
15.7%
|
|
| Online
Help text |
74
|
16.4%
|
|
| Local
expert in department |
21
|
4.6%
|
|
| Webinar |
13
|
2.9%
|
|
| e-mail |
75
|
16.6%
|
|
| Marketing
Collateral |
36
|
8%
|
|
| User
group |
31
|
6.9%
|
|
| Other |
22
|
4.9%
|
|
| Total
Responses: |
452 |
100% |
|
|
|
|
Participating Companies
|
- Ace Hardware
Corporation
- Acer America
- AICPA
- AMD
- Americasmart.com
- Annuity Board
of the Southern Baptist Convention
- Antenna Specialists
- Applied Materials
- Associated
BankCorp
- AT&T
- Autodesk
- AWS
- B2E Solutions
- Baltimore
- BDM Information
Systems Ltd
- Best Software,
Inc.
- Blackie McDonald
- Blue Pumpkin
Software Inc
- Boise State
University
- Borders Group
Inc
- Broadvision
- Cayanta Canada
- Celerity
Corporation
- Cendant Center7,
Inc.
- CIBC World
Markets
- City of Nanaimo
- Comergent
- Compaq Computer
Corporation
- Consultoria
Aplicada y Servicios de Informatica
- Danske Bank
- Dantz Development
- Davis Boat
Works, Inc.
- DELL
- Deloitte
& Touche
- Deutsche
Bank AG Digital Goods
- DISC
- Documentum
- DynCorp
- Eaton Corporation
- EDS
- edulinx canada
- Enigma
- Euro IT Services
- FIU IRM Support
Center
- ForestExpress
- Found, Inc.
- Frank Russell
Company
- Fujitsu PC
Corp.
- Geac Computers
- Geosoft Inc.
- Getronics
Government Solutions
- Healthcare
Management Systems, Inc.
- HHS
- Honan
- Honeywell-POMS
- humanvoice
- IBM IDEAL
INDUSTRIES, INC
- Information
Builders
- Intellution
International
- SEMATECH,
Inc.
- Iowa Public
Television
- J.D. Edwards
- Jamcracker
- JetForm Corp.
- JT International
- Kemper Insurance
Companies
- KnowledgeFarm
- LaBounty
& Associates, Inc.
- Laidlaw Planning
Solutions
- LLNL
- Logical Software
Corp.
- Long Beach
Unified School District
- MACESS Corp
- MASS Dept
Of Revenue
- Micro Warranty
Services
- Microsoft
Great Plains
- Millennium
Care Inc.
- Mirror Image
Internet
- MITRE Mizuno
USA
- NetManage,
Inc.
- New Hampshire
DHHS
- Nimble Technology
- Northwestern
Mutual
- Omicron Consulting
- Ontario Systems
- OOCL (USA)
Inc.
- Oxygen Business
Solutions
- Palm, Inc.
- Paracom
- Parkland
Hospital
- Perseus Development
Corp
- PRC Inc.
- ProBusiness.com
- Protection
One, Inc
- Qwest Communications
- RightNow
Technologies
- SalesPlus
- Salt Lake
City Corp
- ServiceWare
- Siemens Health
Systems
- Social Security
Admin
- Softscape
Inc
- Spherion
Technology
- Spirent Communications
- Sprint
- Standard
& Poor's
- Sterling
Commerce
- Sunquest
Information Systems
- SupportDesk
- Support Technologies
- supportindustry.com
- Talis Information
Ltd
- Techmorrow,
Inc.
- TeleDevelopment
Texas Instruments
- The CBORD
Group
- TOPAZ
- Transversal
TransWorks
- Troutman
Sanders Mays & Valentine LLP
- Unifi, Inc.
- University
of Miami
- uReach
- US News &
World Report
- Vaid
- VeriCenter
- Veterans
Administration
- Wachovia
- Walgreens
- Webber
- WEBMD
- Whitehill
- William M.
Mercer, Incorporated
- Wipro Net
Limited
- Wizard Int,
Inc.
- Wobeco
- Zen Technologies
|
|
|
|
