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Case Study Compaq Computer Corporation
"Compaq prides itself in providing customer friendly,
innovative service solutions. ... "
Geraldine Rossiter
Director
eService Delivery
Compaq Global Services
The Challenge Maximizing customer support in existing contact centers
responsible for serving 30 countries across Latin America
and the Caribbean, and nine countries in the Asia-Pacific
Division (APD). Compaq Computer Corporation needed to
provide a common solution across these regions, while
keeping total cost of warranty and support service to a
minimum. Each region presented a unique set of
challenges, but everyone agreed on a common goal: to
retain Compaq’s position as the market leader by adding
value to their Customer Support organizations and delivering
increased customer satisfaction. Compaq identified a
blended web-based support strategy, consisting of self-help
and assisted service as the path to take in order to provide
quality support synonymous with the Compaq name.
The Decision After investigating several interactive chat solutions,
Compaq chose FaceTime Communication’s Instant
Message Director. ...
Page 2 of 5
Compaq Computer Corporation Case Study
May 2001
· FaceTimes partnerships with AOL™, Microsoft™ and
Yahoo! ... "
Geraldine Rossiter
Director
eService Delivery
Compaq Global Services
The Solution FaceTime’s Instant Message Director provides businesses
with the ability to manage business communications over
channels such as Web text chat, public IM networks, email,
telephony, and voice over IP (VoIP). ... Because there was minimal
integration required, the implementation was entirely
transparent to customers as FaceTime’s Instant Message
Director maintained the touch and feel of all Compaq
Page 3 of 5
Compaq Computer Corporation Case Study
May 2001
communications. ... In Latin America, Compaq was
able to double the number of service sessions from 2,600
chat sessions and 1600 e-mails during the first month of
operation in October 2000, to 6,200 chat sessions and 3,200
e-mails by the end of March 2001. ... Since the
deployment of FaceTimes Instant Message Director, the
regions Compaq customers, no matter where they are
located, can receive IM Web support from the companys call
center in Houston, Texas. The same holds true for
Compaq’s Asia-Pacific customers. ... Compaq
managers list FaceTimes reporting capability and quality of
data as valuable tools in measuring the effectiveness of the
service. ...
Page 4 of 5
Compaq Computer Corporation Case Study
May 2001
The next generation of customer service. ... "Overall, the Compaq brand has been
strengthened as a result of FaceTime IM technology. ... On the other side of the
Pacific, Compaq is also experiencing positive results from
FaceTime’s Instant Message Director. “We want to give
Compaq a market edge in our Asia-Pacific Region and feel
that FaceTime is a true differentiator in service and support.”
David Fairman, Compaq’s APD e-Business Manager.
Page 5 of 5
Compaq Computer Corporation Case Study
May 2001
Background Compaq Computer Corporation [NYSE Symbol CPQ], a
Fortune Global 100 company headquartered in Houston,
Texas, is a leading provider of technology and solutions.
Approximate Word count = 2377
Approximate Pages = 9.5
(250 words per page double spaced)
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