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Overcoming the obstacles to e-Support adoption
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Dow Chemical


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Company Profile

The Dow Chemical Company is a diversified chemical company that offers a broad range of innovative products and services to customers in more than 175 countries. The company helps provide everything from fresh water, food and pharmaceuticals to paints, packaging and personal care products.

Business need


  • Enhance successful service desk operation that serves more than 42,000 users worldwide
  • Achieve a 34 percent reduction in service desk costs

Solution overview

  • Deployed solution that provides full range of service desk needs, including life chart support
  • Implemented service desk featuring innovative eSupport portal that houses self-service tools and information
  • Used HP Management of Change process for End-User Adoption of eSupport to drive usage of the self-service capabilities 

Results

  • Obtained cost savings of close to 50 percent
  • Improved end-user satisfaction
  • Met specific call-avoidance target goals

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