Evesham to slash support costs with Bigfix
Lot less bother
UK system builder Evesham.com is preloading software on its PCs which is designed to slash its support costs by 25 per cent.
The software, from US company Bigfix, is intended to alert users to any hardware bugs, security issues, new software patches, BIOS updates etc. appropriate for their machine. It then directs the user to the fix.
On a basic level it's there to stop users buggering up their system settings and then discussing this at length with Evesham's support team. Or "image security," as Bigfix sales director Bob Pinciak calls it.
Evesham is responsible for authoring all the fix messages - usually info about the problem and together with hyperlinks to any relevant downloads - for its customers.
It`s possible there could be some support calls about Bigfix itself. But the software should reduce calls and costs, so long as customers are happy for Evesham to know exactly what they're installing on their machine and how they`re upgrading it.
"What Evesham is saying," said Pinciak, "is: 'You need to get more computer literate but we`re going to help you'."
Or we're going to make you stop coming running to us over every problem, when it's not our fault or responsibility. Which is fair enough, really, and its the system builder holy grail. ®