The application was a new launch for the user community and hence their satisfaction level was key to the success of the project.

The user community was not familiar with the use of the new system and needed extensive help.

e4e established a complete support framework: dedicated staff, dedicated access lines and customer-specific process.

e4e developed the FAQ and knowledge base prior to the commencement of the support process.

e4e established a well-defined process to resolve the user issues. There are 5 separate parties whose help might be needed for resolutions: actual end customer, administrator, system integrator, e4e and application vendor.

e4e established a monthly review process with the system integrator. Usage analytics was part of the review process.

The customer was extremely happy with the quality of the support. The average satisfaction rating of the users is 4.6 on a 5-point scale.

The launch of the application was a great success. It happens to be one of the few applications the end customer is continuing to renew while terminating several other projects.

The e4e Service Center has conducted monthly reviews of the support program and based on the nature of the calls, has given specific feedback for improvement in the user experience (which required certain changes in the user interface) resulting in significant enhancement in the ease of use. This step also reduced the number of calls per user by 40%.

The System Integrator has taken the specific customer situation as a key case study in their global ad campaign.