Global Broadband Provider Cuts Problem Resolution Time in Half With CA

ISLANDIA, N.Y., and KUALA LUMPUR, Malaysia, March 22 /PRNewswire- FirstCall/ -- Computer Associates International, Inc. today announced that inter-touch, a broadband Internet access provider, has greatly increased service to its customers by slashing response and problem resolution times by implementing CA's Unicenter ServicePlus Service Desk software.

inter-touch has cut response times in half to an average of 4.25 minutes and reduced time-to-resolution by 66 percent to an average of 20 minutes. In addition, by eliminating many follow-up calls and other manual tasks, the company has slashed call center workloads by 47 percent. This has reduced overall support costs by nearly 20 percent.

inter-touch provides broadband access to hotel rooms, conference and meeting facilities, airport lounges and serviced apartments throughout Asia, Europe, and the Middle East. Fast, efficient technical support is critical for the company's customer retention and profitability.

"CA's Unicenter ServicePlus Service Desk has been of substantial strategic value to inter-touch, enabling us to deliver competitively differentiated service levels while helping us to control our contact center overhead," said Lawrance Annies, inter-touch's director of customer service. "CA has also proven to be an excellent business technology partner, diligently meeting our needs from initial design and implementation through ongoing support and system enhancements."

Prior to implementing Unicenter ServicePlus Service Desk, inter-touch used a home-grown trouble ticket management system that didn't scale, lacked web- based functionality, offered limited reporting, and couldn't provide adequate visibility into service histories and technical issues.

inter-touch selected CA's solution after an extensive evaluation of available help desk applications. Key criteria included comprehensive incident, problem and change management capabilities, ease of use, advanced knowledge base technology, robust reporting and strong vendor support.

"When you're delivering a technology-based service on a global scale, you have to be able to resolve customers' issues quickly and resource- efficiently," said Queenie Wong, managing director, CA Malaysia. "CA's Unicenter ServicePlus Service Desk has clearly and quantifiably enabled inter- touch to fulfill this business requirement, and has therefore had a considerable positive impact on its bottom-line performance."

Unicenter ServicePlus Service Desk is part of CA's extensive service management product portfolio, which enables customers to run IT as a business -- helping to ensure optimum cost efficiency and alignment with key business objectives. It streamlines the identification, tracking and resolution of issues and incidents using innovative knowledge tools -- optimizing the productivity of service staff and making end users more self-sufficient. Unicenter ServicePlus Service Desk also provides Web and wireless PDA interfaces that allow support personnel to access the system anywhere and anytime.

About inter-touch

inter-touch is the leading provider of fast, convenient, reliable and secure wired and wireless Broadband connectivity and applications to the business traveler in over 50,000 hotel guest rooms, meeting rooms and business centres in 28 countries across Asia Pacific, the Middle East, Africa and Europe. inter-touch's Broadband wireless and wired solutions services more than three million connections annually. Since 1998, inter-touch has partnered with many prestigious hotel brands and management companies around the world including Accor, Hyatt International, Hilton Hotels Corporation, InterContinental Hotel Group, Langham Hotels International, Le Meridien Hotel & Resorts, Marriott, Mirvac Hotels & Resorts, Oakwood, Ritz Carlton, Shangri- La Hotels & Resorts, Sheraton, Stamford Hotels & Resorts and Thistle Hotels. inter-touch is wholly owned by NTT DoCoMo and headquartered in Singapore with 13 offices throughout Asia Pacific, the Middle East, Africa and Europe. For a complete listing of inter-touch hotels or to learn more, please visit http://www.inter-touch.com/.

(Logo: http://www.newscom.com/cgi-bin/prnh/20021111/CALOGO ) About CA

Computer Associates International, Inc. , one of the world's largest management software companies, delivers software and services across operations, security, storage, life cycle and service management to optimise the performance, reliability and efficiency of enterprise IT environments. Founded in 1976, CA is headquartered in Islandia, N.Y. and serves customers in more than 140 countries. For more information, please visit http://ca.com/.

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