April 13, 2001, 2:28 PM — Online support provider ePeople this week rolled out its service network for corporate IT departments, aiming to give these organizations a better way to manage all aspects of their support business.
The service network, which is offered on a hosted basis, would allow businesses to view real-time reporting and analysis of the quality and costs of service contracts, as well as ensure contractual business terms are being met. For example, businesses would be able to track if promised response times are being met.
With the service, businesses also would be able to classify, summarize and capture service request results from transactions, as well as exchange information with help desk, support Web sites and knowledge systems through XML-based integration with existing systems.
"There's a tightness of technology market resources, and businesses would be able to obtain technological support," says Chris Martin, an analyst at Aberdeen Group. The service network would be able to give businesses "quick, responsive high-caliber support."
The service network is available now, and ePeople claims the network can be implemented at a business in 45 to 90 days from the contract agreement. Pricing is based on a setup fee and annual subscription and maintenance fees established by each customer's specific requirements. According to ePeople, pricing ranges from $200,000 to $250,000.