July 21, 2000 in Social Responsibility News

SAMSUNG SDS lauched [eSupport] service

Web-based PC repair service has been launched. Samsung SDS (CEO Kim, Hong-Ki) announced on 18th that it introduced a new maintenance service called 'eSupport' designed to remote-check and restore software in real-time. Considering the fact that problems with PCs are often attributed to downloaded programs from online, 'eSupport' provides Web-based solutions for the problems, saving customers costs associated with using service centers for their broken machines. As a result, the service will help increase customer satisfaction. - eSupport is provided in 4 forms Auto Service offers PC repair service by self-detecting problems on users' PCs even before customers discover the problems. Intelligent Self-Service enables users to repair problems with PCs with just one mouse click. Optimized Assisted Service lets users repair their PCs through real-time consulting with professionals or get remote-controlled repair service. Value Added Service provides a variety of services for users. As the number of Internet users dramatically increases, the number of PCs sold has also significantly grown by 300% percent year-on-year to 1.75 million units. As a result, the prospect for a PC repair service is getting brighter. It is the right time for Samsung SDS to introduce its "eSupport" service with potentially large demand from high-speed Internet networking service providers, software vendors, ASPs (Application Service Providers), PC manufacturers and end-users. "While existing technology support services are carried out offline in an analog way, this newly introduced 'eSupport' presents the digital way to diagnose and repair PCs. In the near future, in order for this service to be widely used, it will be embedded in PCs in the manufacturing process like a vaccine program," an official of Samsung SDS said of the new service. Samsung SDS, with the goal of posting annual sales of 50 billion won by 2003 in this market, forged a partnership with support.com of the U.S., a worldwide leading IT service provider, and plans to jointly employ a massive marketing strategy to make successful inroads into Asian-Pacific market with support.com. The Asian market for eSupport is forecasted to reach $3.2 billion (an equivalent of 25% of the world total of more than $14.2 billion). Support.com of the U.S. has an established customer base including Hewlett Packard, Cisco, Compaq, Xerox, Micronpc.com, Exicite@home, and other leading global companies.


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