By Sonya Rabbitte, 2 June 2000 17:54
NEWS Demon is revamping its customer service operations and expanding its network in an agreement with business solution software provider Micromuse.
The ISP, owned by Thus, will adopt two new applications to improve the uptime of its Web server and Web-hosting applications.
The upgraded system will use the Netcool Internet service monitor to offer customers a real-time alert to service availability and information concerning usability, like download time.
Demon will also use Netcool Java event list software for customers to access real-time views of network-based events through a Web browser.
Colin Whitbread, director of operations with Thus, said: "We want to capitalise on our functionality and provide easy access for our customers."
Garry Avery, product manager for Netcool, told silicon.com: "It will certainly enhance their capability to have a customer focus."
Avery said the main benefit would be an improved response time to complaints. "The software will replace the manual process where an engineer had to wait for a customer to report a fault," he said.
For related news see,
'Demonology: The trials and tribulations of an ISP' http://www.silicon.com/a31503
'Demon forced to give up @number.one advertising claim' http://www.silicon.com/a27987
'Demon hits 250,000 milestone' http://www.silicon.com/a24483
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