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Support.com enters Australian market

Support.com enters Australian market

After raising $US69 million through its IPO on Nasdaq in July last year, support software developer Support.com has set its sights on the Australian channel to grow its international business, opening an office in Sydney yesterday.

The office will be used as Support.com's regional headquarters as the company embarks on an aggressive push to sign up outsourcing companies and traditional reseller partners for its infrastructure and PC support software.

According to Support.com, the company's software diagnoses and "self-heals" a range of problems faced by corporate PC users. The software is designed to reduce the number of calls made to IT helpdesks by effectively fixing the problem at the user level.

Once installed on a user's machine, the software is configured with the predetermined network, driver, policy and application settings. This enables the software to readjust these settings in the event of a problem that would have most users turning to an IT helpdesk or call centre for help. Support.com adds that because the software is not tied to a company's particular application, it can be used to solve any number of application or network connectivity issues.

The company has already signed up Fujitsu's services division as its first IT outsourcer, using the products in Australia. Terry Carter, Fujitsu Services marketing manager, claims the company uses Support.com's software as a tool to improve satisfaction levels by up to 20 per cent for its outsourced customers.

"We've built the product into our value-added support architecture, and it's become part of how we offer our call centre support," says Carter. "We didn't go with [Support.com] just because they're good guys. We looked at a number of alternatives."

Pricing for Support.com's software is based on a three-year subscription model and Jonathan Baxter, regional sales director Australia/NZ, claims the company is looking to sign around five resellers by the end of the year.

Besides providing outsourcers with a tool to improve their service offerings, Support.com is also targeting the high-end corporate market. Baxter claims resellers will be able to sell a standalone solution in this market to an organisation that will manage it internally.


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