Veritas was one of ASP’s 2019 Top Ten Support Website competition winners in the small-company group. Learn how the Veritas team has developed its most recent web support capabilities and been recognized by the ASP for their web support efforts. This Report is included with ASP membership. Not an ASP Member? Join Today- NetApp is a 2019 Top Ten winner in the large-sized company group. This was their second win in the past two years. Learn how the NetApp team has developed its most recent web support capabilities. This Report is included with ASP membership. Not an ASP Member? Join Today
- Resideo is a 2019 Top Ten winner in our large company group. This is their first time in the Top Ten and they are to be commended for doing so well. Learn how the Resideo team has developed its most recent web support capabilities. This Report is included with ASP membership. Not an ASP Member? Join Today
- Clio was one of ASP’s 2019 Top Ten Support Website competition winners in the small-company group. Learn how the Clio team has developed its most recent web support capabilities and been recognized by the ASP for their web support efforts. This Report is included with ASP membership. Not an ASP Member? Join Today
- ASP has an annual competition for the Top Ten best Support Websites. This approximately 120-130 page report has essays from each of the Top Ten about their websites, average scores, a trends analysis, names of the many independent judges, explanation of the 25 different categories that are scored, and more. The report effectively defines the state-of-the-art in self-support websites each year. We receive many requests for back copies. If you want to get some insight in to how to design an effective self-support website, this is the authoritative source.
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- A Simplified Look at Support and Services Revenue and Margin Contributions ASP published a financial ratios report from 2004 through 2014. We have not published this report since then. It simply got too complex to research and write in a way that would be useful for our members.
- As many companies are discovering, the growing popularity of software-as-a-service (SaaS) dramatically transforms the role of software support. With a SaaS business model, customers can pull the plug on their subscriptions with almost no notice if they’re dissatisfied or unsuccessful. Revenue streams, renewal rates, subscriber growth, add-on services—they all go poof! if support fails. Often, the natural response to the SaaS support challenge is simply to throw more bodies into the equation. More bodies presumably equal faster response times, more cases closed, more time on individual calls. What more could a customer want? Well, apparently customers do want much more. There’s no single demand that support managers always hear, but many of the new expectations address aspects of the customer experience. SaaS implementations typically move the actual software away from the customer’s computers, which eliminates many hard-to-solve technical issues. But that still leaves—and in fact expands—the potential for a wide range of support-related usability problems, how-to questions, and general hand-holding.
