Intuit Australia, publisher and distributor of specialist software titles, has announced it is outsourcing its customer support to Datacom.
Since its commencement in 1989, product support of the Quicken range of financial management software has been managed in-house by its own customer support division.
Commenting on the new arrangement, Intuit Australia managing director Greg Wilkinson said: "Our internal support team is highly trained, and has been successful in providing specialist advice to customers for 10 years".
"Datacom will absorb our team of 18 people and will be contractually bound to provide a better level of service than we have been able to. They apply world's best practise to their support systems," he added.
"Our customer numbers continue to escalate, particularly following the recent launch of 1998's QuickTax and Quick Payroll. While new Quicken version 7 is just launching, we anticipate a strong response, and greater demand on our current support team," Wilkinson said.
Intuit conducted intense study of the customer support industry and selected Datacom from 15 companies reviewed.
Wilkinson explained that it was Datacom's business philosophy that most resembled Intuit's, with its emphasis on quality, service, personnel and technology. He claimed Datacom's track record gave him confidence in its ability to maintain the level of support that his customers expected.