Control F1

Control-F1 understands the challenges facing the support industry and is leading the market to support automation. Control-F1 solutions are designed to prevent, detect, and repair computer problems before they cause significant disruption to operations. Control-F1 optimises the support desk organisation by integrating support automation with existing technologies. Control-F1 support automation products and services increase the productivity of the support desk, reduce downtime for customers, and improve customer satisfaction.

Control-F1 offers a complete support automation solution, assisting your support desk in three specific areas:

• Call optimisation by automating diagnosis and repair processes using SupportBridge Live Automation

• Call deflection by empowering your customers using SupportBridge Self Service Automation

• Call prevention by monitoring and pushing fixes using SupportBridge Self Healing Automation

SupportBridge Server is the integrated platform for all three applications; it governs support workflow and automated task sharing and enables support automation analytics.

SupportBridge Live Automation
SupportBridge Live Automation optimises the technician's contact time by facilitating a less expensive channel of interaction for live support and by automating detection, diagnosis, and repair in the live support process, thereby reducing operating costs, improving customer satisfaction, and reducing downtime. Live Automation optimises the existing live support systems by automating key pieces:

• Collaboration

• Diagnostics

• Advanced repair

• Automated tasks

• Workflow processing

• Detailed reporting

• Integration

• Connectivity

• Security

• Scalability

SupportBridge Self Service Automation
SupportBridge Self Service Automation empowers customers to resolve their own computer problems without any technician intervention. From any entry point in your support system, such as a knowledge article, web site, or e-mail, customers can access automated tasks that will detect, diagnose, and resolve computer problems.

• A single-click activates automated detection tools to gather and correct system data and initiate automated diagnostic tools to troubleshoot problems

• A single-click automates solutions that traditionally relied on the customer’s ability to complete time consuming, complicated, manual actions

• A single-click rapidly deploys automatic diagnosis and repairs for time-sensitive, known issues or ‘Top Support Issues’

• With a single-click, customers can escalate to Live Automation bringing along their history, entry route details, and any telemetry, knowledge content, or additional details that have been gathered, thus expediting the live support process

SupportBridge Self Healing Automation
SupportBridge Self Healing Automation transforms support organisations from reactive to preventative. Issues are detected, diagnosed, and repaired before they impact the customer, reducing downtime, and increasing the productivity of your organisation. The healing monitor on the customer’s system constantly retrieves predefined information about the customer’s computer and requires no technical knowledge or intervention on the customer’s part. This monitor also maintains constant or scheduled contact with the support organisation to receive crucial updates. Vital systems tracked by the software monitor include:

• File systems

• Registry systems

• Drivers

• Network connections

• Active and idle processes

• Operating system properties – Memory and Control Panel settings

• Time and error notifications

• Performance monitors

SupportBridge Server
Control-F1’s SupportBridge Server manages all of the infrastructure and workflow for each of the support automation tools.

• Shared, flexible workflow enables many deployment options and ensures that SupportBridge reinforces the objectives of the support desk

• Automated tasks are common and easily passed from one support channel to another

• Universal logging provides consolidated metrics and data for auditing and tracking

• Integrated administration provides for single user management and a single, roles-based system for all support channels

• Support can be initiated through Self Healing Automation, Self Service Automation, or Live Automation and escalated through any one of the applications, depending on the nature of the support request. This enables support organisations to select the workflow that best fits their goals; from shortening incident handle times, to improving first call resolution, to reducing overall costs.