Gartner Research

How E-Service Can Decrease Costs and Increase Customer Satisfaction

Published: 14 February 2005

ID: G00125395

Analyst(s): Esteban Kolsky

Summary

By creating an e-service strategy to support the growth of the organization, design software vendor Mentor Graphics also satisfied its customers and reduced costs. The company has become a groundbreaker in the proper use of e-service to manage customer support cost growth.

Table Of Contents
  • Problem
  • Objective
  • Approach
  • Results
  • Critical Success Factors/Lessons Learned
  • Key Issues

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