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A Staff Writer in Bombay

The Frontline Division, the distribution arm of HCL Infosystems Limited, has launched the country's first toll-free 'TeleSupport' service for personal computer users.

Through the toll-free 'TeleSupport' service, registered users of Microsoft's desktop operating systems and office applications will receive telephonic support on installation, configuration and trouble-shooting, with HCL bearing the cost of the telephone call.

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On an average, a 'TeleSupport' call is estimated to last 15 minutes. This service is at present available in New Delhi at 1600-160-558 and 1600-160-559.

As an extension to the toll-free 'TeleSupport' service, HCL, Microsoft's sole support partner in India for its desktop range of products, has introduced a round-the-clock, page-in service in New Delhi, Bombay, Calcutta, Madras, Bangalore and Hyderabad, operational on a single pager number, 9622005566, common to these six cities.

This service is aimed at augmenting usage and accessibility of HCL's support infrastructure. Trained Microsoft certified engineers would respond to the call within 15 minutes of receiving the page message during working hours.

A Mohan Rao, CEO, Frontline Division, HCL Infosystems, said, "The growth in the use of technology has led to increased customer expectations from the support and services surrounding it. Set up and managed by HCL, the Microsoft Recommended Support Points providing the toll-free service are yet another affirmation of our commitment to easily accessible and highly responsive support services. We are confident this unique service will be extremely beneficial to Microsoft desktop users."

To respond to 'TeleSupport' queries, the Frontline Division has set up six Microsoft Recommended Support Point Centres in the five metros and Hyderabad.

These centres provide support for all Microsoft products in India including its desktop operating systems, office automation and multimedia products.

The introduction of the toll-free support service is closely aligned with the company's declaration of 1998-99 as the 'Year of the Customer' at its recently convened 'National User Meet'.

Spearheaded by the company's senior management, the 'Year of the Customer' programme encompasses several new initiatives aimed at improving HCL Infosystems' understanding of customer needs and strengthening its deliverables across quality of product and services, customer support and sales and marketing functions.

In 1996, sensing the need for remote solutions and communications, HCL had introduced two services products, TeleSupport and Bulletin Board Service.

TeleSupport was a remote support pack for the whole desktop machine including both hardware and software. The Bulletin Board Service, a part of the first and only BBS in Asia, is a virtual community link with applications in private and public e-mail messaging, both national and international.

It also allows access to the world's largest BBS electronic network, Fidonet, and has unique multi-line support.

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