Sun Microsystems Supports An Open Source Strategy For Aligning Customer Support With a Changing Business Model from InQuira UK IThound

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Sun Microsystems Supports An Open Source Strategy For Aligning Customer Support With a Changing Business Model
by InQuira UK
Published:January 2007
Format: ( 0 Bytes )
Length: 0 pages
Overview

Please join InQuira and Kim Ohlrogge with Sun Microsystems, as we share with you Sun’s journey to revamp its customer service function to reduce costs, satisfy the self-service demands of its user community, and support the new open-source business model. Sun Microsystems recently embarked upon a bold strategy to open-source its entire software portfolio. The open-source movement will greatly expand its community of users, creating new challenges on how to cost-effectively support those users and convert them into purchasers of the services by which Sun now expects to generate a greater percentage of its revenues. Attend this live webinar to learn how to: - Organize a cross-functional team to ensure project success - Properly define requirements and measure key performance indicators, including deflection and escalation metrics - Apply Knowledge-Centered Support (KCS) principles to guide the initiative - Manage and normalize the vast amounts of knowledge and data used to support customers (Sun has over one million documents spread over seven different content repositories - over ten gigabytes of content – dedicated just to Solaris 10). - Effect the cultural change required to make the initiative a success with customers, employees and senior management