Leading Information Management Company Increases Productivity and Revenues with Linktivity's WebInteractive

Company and Customers Come Out as Winners

The Situation:

The nature of Engraphix Imaging Systems, Inc. (EIS) business requires that the company provide customer support at the desktop level for national clients with a small team of professional services engineers. These stringent requirements dictate that the company utilize tools that allow them to interact with clients from anywhere in the nation, while providing superior customer service.

The Solution:

After conducting thorough research of the products on the market, the only solution that met all of EIS's requirements was Linkitivity's WebInteractive, a real-time software tool that provides a simple way to remotely and quickly manage and resolve online PC support requests.

"WebInteractive has had more positive impact on our ability to provide top-notch customer service than any other customer service tool we have implemented," stated Chris Vandivere, Manager, Professional Services Group, Engraphix Imaging Systems.

"The server installation was very straight forward, our IT staff completed the setup in record time." stated Vandivere.

Before WebInteractive, nearly all technical support problems required extensive phone calls, and in many instances, travel was needed in order to remedy the problem. Now, through WebInteractive, EIS can rapidly identify problems and fix them efficiently.

The Results:

After EIS implemented WebInteractive, pricing for an upgraded service level was created based on the cost to cover the implementation of WebInteractive. Engraphix projected an initial adoption rate of 20 percent.

"After the first three days in service the cost of the WebInteractive implementation was offset by the revenue generated from the associated service level upgrades," stated Vandivere.

By the end of the second week the implementation of WebInteractive had generated more than $2,500 in additional revenue from service level upgrades.

"An additional ROI factor that has not been calculated to date is the 50-70 percent reduction in call time on a per call basis, which has dramatically increased our level of service. This would have not been possible without the addition of WebInteractive," stated Vandivere.

About Linktivity
Linktivity, a 20 year-old Tucson, Arizona-based division of Converging Technologies Inc., provides server-based communications and control products that enable person-to-person interactions through a browser window. Linktivity products include WebDemo, a Web-based, real-time conferencing and collaboration software tool, and WebInteractive, a real-time software tool that gives support professionals an efficient way to manage and resolve online support requirements for personal computers. For more information, please visit www.linktivity.com.

About Engraphix Imaging Systems, Inc.
Engraphix Imaging Systems, Inc., founded in 1990, is an established Information Management Solution Provider. Serving the greater Houston and San Antonio areas, E.I.S. provides top to bottom solutions for document imaging and data management. Including; system design, implementation, and outsource scanning services. E.I.S. has been nationally recognized for its dedication to providing high performance cost effective solutions and dependable customer support .