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Sector: Technology
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Microsoft - Online Support Purchasing Project

As a result of customer feedback Microsoft had identified a need to offer the option of purchasing technical support contracts on the web. This allows customers greater freedom in their support options and allows Microsoft further efficiencies in providing support. Project Techniques was commissioned to project manage the implementation of an online technical support purchasing tool throughout EMEA.

Our initial task was to define the business requirements for an online purchasing tool and organise internal Microsoft development resources for the technical build. In addition we played a major role in communicating with the EMEA subsidiaries and in advising on the implementation and launch of the tool in nine subsidiaries.

Project Techniques were also responsible for defining the operational model for the UK online technical support offering. This involved identifying the most appropriate partner to provide support, and developing legally compliant and efficient processes. We also provided guidance on pricing and positioning of the offer.

Following a successful launch, online purchasing is now accounting for an increasing proportion of support contract sales, exceeding initial take-up forecasts. The tool has been received with positive feedback from all participating subsidiaries and has become a strategically important sales channel.

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Grey Pixel   With over 50,000 employees worldwide and sales revenues in excess of $28b Microsoft is acknowledged as the worldwide leader in software, services and Internet technologies for personal and business computing
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© Copyright 2005 Project Techniques Limited. All rights reserved.
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