McAfee Case Study - Service Strategies

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Support by Seeing: Video Tutorials 14 For Customers Who Learn Visually • Tutorials — Top Issues — Product Demos — “How To” Guides — Link to Tutorial from KnowledgeBase • Novice Customers 4/25/2008
Support by Doing: <strong>McAfee</strong> Global Support Lab 15 An environment where Partners, Customers, Sales Teams and Support Engineers, are able to train, demonstrate and run simulated deployments on the most current <strong>McAfee</strong> technology - from anywhere in the world URL: http://www.mcafee.com/gsl 4/25/2008
Page 1 and 2: McAfee Case Study The Evolution Of
Page 3 and 4: 3 Delivering i best-of-breed b prod
Page 5 and 6: McAfee Global Support Organization
Page 7 and 8: Breaking the Paradox at McAfee 7
Page 9 and 10: Process / Approach to Knowledge Man
Page 11 and 12: McAfee’s Award Winning Corporate
Page 13: Support by Reading: McAfee’s Know
Page 17 and 18: Interactive Support: Case Managemen
Page 19 and 20: Driving an Enhanced Online Customer
Page 21 and 22: Step 1: McAfee Virtual Technician (
Page 23 and 24: Step 3: Chat & Email Support / Inte
Page 25 and 26: Driving Unassisted Cases Online Con
Page 27: © 2007 McAfee, Inc. Thank You

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