Looks like INTEL is now the competition !!!!
If Intel believes SystemWizard is any good at all (after all they did
fund its development), why on earth would they get into this business
without using the SystemWizard software as part of it ???
Sounds like they have their own software, and SystemWizard doesn't
appear to be any part of it; I sure hope I'm wrong about this !!
Intel gets into customer service business
Reuters, Tuesday, March 10, 1998 at 22:50
By Therese Poletti
SAN FRANCISCO, March 11 (Reuters) - Semiconductor giant
Intel Corp. has found what it hopes is another way to sell more
PCs -- by getting into the customer support business.
On Wednesday, Santa Clara, Calif.-based Intel will unveil a
foray into customer support, with the launch of a new operation
within Intel called the Internet Services Operation.
Intel will begin offering the Intel AnswerExpress Support
Suite -- targeted to small business and consumers -- to give PC
users one-stop, fast access to live help and automated online
support.
"It's mother in a box," said Cheryl Currid, president of
Currid & Co., a Houston-based computer consulting firm, citing
recent market research which showed that 45 percent of U.S.
homes now have PCs. "We all went out and bought them, but do we
know what to do with them?"
Intel will charge an initial three month subscription fee
of $49.95, which includes call support, computer virus
detection and removal, online data backup and PC tips and
tutorials.
Customers can continue to receive the comprehensive service
for $14.95 a month, or $5.95 a month with co-pay call support
available as needed, of $19.95 per call.
"There is a certain segment that was not serviced," said
James Johnson, Intel vice president and general manager,
Internet Services operation. "Seventy percent of questions are
how-to questions, such as my tool bar disappeared .... Or, it's
10:30 at night and I have a presentation tomorrow and I can't
get this done."
Johnson said that Intel aims to be the third party after
the PC manufacturer's warranty has expired, as well as a
complementary service to hardware and software offerings.
Intel said it has fewer than 100 people working in the
operation, which will offer service from 5 am to 11 p.m.
Pacific Time, seven days a week, with 24-hour support a goal.
Intel said because the services business is so different
and less capital intensive than semiconductor development and
manufacturing, it was able to start up a group after deciding
last May to focus on providing customer service.
"We use a lot of similar techniques as a start-up," said
Johnson. "Frank Gill was my venture capitalist." Gill, an Intel
executive vice president, heads up the company's small business
and networking group. Intel formed the operation in a totally
separate building at its Hillsboro, Ore., site, to give the
project a start-up flavor and focus.
Intel declined to say how much money it is investing in
this business.
Intel said its AnswerExpress Support Suite complements
programs available for new PC purchases, such as the CompUSA
Technology Assurance Program, available at its superstores.
The suite is also available in North America at Computer
City and Computer Discount Warehouse. Customer can also sign up
for the service on the Internet, at www.answerexpress.com.
"I think it's really interesting, especially this backup
and virus protection. This is the kind of stuff people just
can't deal with," Currid, the consultant, said. "These are real
critical services and if it works, and I'm kind of bullish, it
could take people to a usage level not seen in years."
Intel said it does not plan to target large corporate
users, who typically have large in-house computer maintenance,
training and servicing staffs, or third-party providers.
"Craig Barrett (Intel's president and chief operating
officer) said one billion PCs is our goal, and to sell one
billion PCs, you need to have one billion happy customers,"
Johnson said. (NASDAQ:INTC) (NYSE:CPU)
Copyright 1998, Reuters News Service |
