The best way to illustrate the potential benefits of the PrecisionSupport service is by live examples. The two illustrations shown below demonstrate how PrecisionSupport can be used, both as a point solution to address a specific problem (in this instance, a product recall) and as a core technology (in this case to make the knowledgebase more accessible to customers).

Every technology provider's support challenges are different: These are simply examples of how the technology can be applied. For similar examples within your own organisation, simply look at those processes that depend on configuration information, and consider how PrecisionSupport can be used to automate them via the internet - just as in the examples below.

Example 1 - The Product Recall

Addressing tactical issues can be a time consuming, costly and painful process. For example, you have a PC product recall on your hands and you want to identify and replace the faulty products quickly. Your CEO is on your back because long term customer confidence depends on your efficient management of the situation. You want to satisfy your customers and keep the costs and disruption to a minimum, this is a pure expense situation.

Once the news is out your customers will want to know what is happening. You have set up a page on your website explaining the problem and advising affected customers how to return the product. But how do your customers know whether they are affected? Do you ask R&D to develop some software that the customer downloads from your site to identify the product? Do you offer a detailed description and hope that the customer can identify the product themselves? Will your customers want to crawl under the desk or take the cover off their computer trying to find a serial number ? Or do you turn to a technology that:

• can be implemented within a few hours on your website;
• will detect the product information you require in seconds;
• will return this to you in real-time and in open XML format whilst your customers remain online?

work4sure's PrecisionSupport technology is a powerful means to detect and return targeted configuration information from a website visitor's PC. There is no application for the end-user to install and the tiny executable downloads from a simple "button click" in seconds even over the slowest dial up connection. Hundreds of fields of detailed hardware configuration data can be detected and returned to the website, but the beauty of the technology is that it can be configured to forward only the required information - your point solution. Nothing is installed on the customers computer, nothing is left behind. The technology is entirely non-intrusive.

Once the technology has identified whether the customer is affected or not, they can easily respond with their contact information on-line and any fulfillment can be done without additional contact.

The information is forwarded in industry standard XML format - hence, low implementation risk.

Your problem of product identification has been solved!

Example 2 - Personalising Product Support

Delivering dynamic technical support pages tailored to your customers' products

Customers value those manufacturers who provide comprehensive help files, driver updates and product information, but do they enjoy wading through pages of product selection forms to get to the relevant page? How frustrating for them is it to have to fumble for the instruction book or original packaging, or scrabble around the back of the equipment to find relevant model details?

Think how much easier it would be for your customers if your site determined which of your products they owned, looked up the relevant product information and automatically presented it to them. You probably already have the look up technology - your customers are currently selecting products using it. What you are missing is knowledge of the computer products they own in order to automate this process. How would you like to fit this missing link with a technology that:

• can be implemented within a few hours on your website;
• will detect the product information you require in seconds;
• will return this to you in real-time and in open XML format whilst your customers remain online?

work4sure's PrecisionSupport technology is a powerful tool for detecting and returning targeted configuration information from a website visitor's PC. There is no application for the end-user to install and the tiny executable downloads from a simple "button click" in seconds even over the slowest dial up connection. Hundreds of fields of detailed hardware configuration data can be detected and returned to the website, but the beauty of the technology is that it can be configured to forward only the required information - your point solution.

The information is forwarded in industry standard XML format - hence, low implementation risk

You can now personalise your customers' product support pages!