Help Desk White Papers

EMC: Rise in Growth and Complexity of Information Requires Knowledge Sharing

• Tags:
• help desk,
• market share,
• emc,
• knowledgebase

Overview EMC Corp. was the new kid on the data-storage block in the early 1990s, going head-to-head with hardware giant IBM. But by offering prospective customers a "try, then buy" incentive, EMC sold its products to hundreds of companies. A Gartner Research Brief reported that by 2000, after exponential growth in its product lines, the company's market share had risen to the top of the charts. "We were growing by leaps and bounds, and the complexity of our customers' computing environments was going through the roof!" recalls Dale Hoopingarner, Director of Advanced Systems at EMC. To find the right knowledgebase software, EMC used the same method it had used to sell its products and gain market share: try, then buy. Evaluation of Primus associative search technology combined with EMC hardware assured technical environment compatibility.

All product support groups, the main information systems help desk, selected quality-assurance and engineering personnel, and part of the manufacturing team now use Primus eServer software. CSRs quickly saw that the knowledgebase enables them to spend more time on the job learning, instead of repeatedly searching for answers to the same questions.

A slice of EMC's knowledge pie is accessible to customers for web-based self-service, and usage is doubling every six to eight weeks. "This is what is driving the knowledgebase upward and outward," says Hoopingarner. Anecdotal customer feedback shows that they have rarely had to call EMC with a problem since the knowledgebase was implemented.

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