Toronto, Canada

It is projected that by 2005, Business-to-Business e-commerce will represent $8.5 trillion US. Predictions of incredible growth are driving companies to re-engineer how they operate their businesses in order to keep up with growth in demand.

WSI, a worldwide leader and leading edge Internet Consulting and Education Company, has carefully positioned itself to comfortably handle its vertical growth throughout the world. WSI has reinvented their business process including how they deliver support to their clients. Due to vertical growth in the company’s client base, demand for support by its “Internationally Recognized Internet Consultants,” has rapidly grown to thousands of requests a month.

In order to maintain the scalability of their support services, WSI has moved to a multi-tiered support infrastructure. This carefully engineered backbone allows WSI to deliver quality service to over 700 Consultants in over 85 countries globally. This centralized support system has given support staff the ability to triage each support issue. Issues of high impact to a Consultant’s business can be addressed immediately while still meeting service level agreements for issues of a lower priority.

The support services department is enabled to deliver quality support through effective tools and empowered staff. The mantra of the support center is that every Internet Consultant and their clients are our top customer and priority.

Some of the web-enabled tools of WSI’s support center include a ticketing CRM system that tracks all the requests and keeps the user updated on a real-time basis with the status of his or her request. The CRM also contains a knowledge base that provides WSI Consultants access to self-support around the clock. At the same time, support staff has a customized interface into the MAPS™ system - the nucleus of WSI’s operations backbone and their e-Marketplace.

WSI’s advanced networking system includes wireless enabled communicators including two way paging devices, monitoring software and intelligent systems that allow support representatives to trouble shoot issues from remote locations.

WSI has announced that the MAPS™ system is expected to become WAP enabled during the 1st quarter of 2002. This will eliminate the need for wired communications by allowing WSI Consultants to access “real-time” information and contact with the WSI support services department from any location. Support can receive requests through the web, email or by telephone.