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McAfee Recieves KMWorld Award
SecurityProNews
Staff Writer
2004-12-22
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KMWorld has awarded McAfee the KM Reality Award for the company's exceptional implementation of the McAfee PrimeSupport ServicePortal.
The KM Reality Award recognizes an organization for demonstrating leadership in the implementation of knowledge management practices and processes by realizing measurable business benefits.
The McAfee PrimeSupport ServicePortal provides existing customers with 24x7 self-support capabilities delivering anytime, anywhere access to technical support for mission-critical product questions and services. The ServicePortal consists of a searchable knowledge base of technical solutions, and provides links to an extensive set of technical documents and articles, product FAQ's and technical manuals for the McAfee's entire spectrum of security solutions. Users can also monitor the status of an open PrimeSupport case, or update any information relevant to a given case or to their overall customer profile.
Since implementing the PrimeSupport ServicePortal, McAfee has seen significant increases in traffic as well as registered users to its support site, while also dramatically reducing the volume of support calls into its call centers. With thousands of business customers worldwide, McAfee's PrimeSupport ServicePortal leads the industry in providing exceptional self-service to customers online.
"The charter of the KM Reality Award is to recognize organizations that have achieved exceptional success in the execution of critical knowledge management initiatives," said Hugh McKellar, editor in chief of KMWorld. "The McAfee PrimeSupport ServicePortal is an outstanding example of a customer-focused initiative that enables the company to deliver world-class, self-service customer support with measurable results."
Through the personalized, self-service PrimeSupport Service portal, McAfee customers are empowered to resolve their support questions and search an intelligent knowledge base of technical solutions. McAfee has implemented Kansia's Support Site to bring additional, feature-rich enhancements to the PrimeSupport Service Portal, including:
-- Seamless integration with McAfee's case management system allows 24x7 case submission, routing the request to the best-suited technician at one of seven major support centers worldwide
-- Personalization capabilities that enable customers to customize their self-service experience to best fit their requirements
-- A single, unified knowledge platform that provides customers with easy access to information, regardless of where it resides
"McAfee is committed to providing our customers with world-class technical support, and KMWorld Magazine's recognition of the McAfee PrimeSupport ServicePortal is a testament to our organization's focus and determination to delivering the best customer service and support in the industry," said Lambert Walsh, senior vice president of worldwide technical support and customer service at McAfee, Inc. "We will continue to deliver innovative customer support solutions that meet and exceed our customers needs."
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SecurityProNews is a daily online and email publication focusing on internet security issues.
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