"We used to work with PCAnywhere, but that is PC-based and still works mainly with modems and due to our security requirements we cannot use local modems. WebEx is delivered via the web and therefore mobile and flexible. We have used WebEx Support Center for a year now. This enables us, for example, to remotely implement certain rules directly into our software package without having to go on-site."
Marcel Hoogstede, Manager Kantoorautomatisering, ADP Nederland
"Agile delivers solutions to help manufacturers and their suppliers collaborate on their products to reduce costs and speed new product introductions. WebEx provides an important component of the solution by enabling all parties across the globe to collaborate in real-time on proposed product changes."
Gregory G. Schott, Senior Vice President, Marketing
“We will be using WebEx to reach out to prospects with things like webinars and presentations, to close sales with demos, to share our ongoing value to customers by sharing industry knowledge and business information with them, and for technical support to rapidly service our products.”
Mark Grimse, Director of IT, All Covered
"With WebEx, we’ve found a training solution that offers the same flexibility that our customers have come to expect from Allegiance products. We can keep them informed while we keep pace with changes in our industry."
Jeff Olsen, Director of Education Services
"WebEx is a market leader in Web-based interactive communications services and its pre-built portlets will help BEA WebLogic Portal customers increase employee productivity and efficiency, and differentiate their products and services to customers."
Pat O Haren, Sr Director, Product Marketing BEA Systems
"It’s not just about saving money; it’s about customer service... with WebEx we can bring QA and R&D staff into a call at the ‘point of issue’ and achieve resolution in minutes versus days."
Jeff Jackson, Senior Manager, WW Systems and Applications Customer Support
"Because it takes seconds to connect, we’ve estimated that WebEx saves us an average of 10 minutes per session. This means our support staff saves approximately 5,000 minutes every day – equal to more than 10 person-days."
Steven Bolton, Director of Client Services
“WebEx gives us a worldwide presence without having to open up global training facilities.”
Lee U’Ren, Training Delivery Manager
"The acquisition and subsequent rollout of Cisco WebEx services throughout the Cisco internal organization in 2007 has resulted in rapid adoption and high user demand. Integration of WebEx meeting applications with Cisco Unified Communications Solutions is currently estimated to deliver cost savings of $3.6 million per quarter."
Bailey Szeto, manager of strategy and architecture for communication and collaboration, Cisco
"The number one reason we chose WebEx Services was simplicity. After about five minutes' worth of training, our people are ready to use it. There's no software installation for our customers. The once-off WebEx plug-in is a very small footprint creating a simple technology for customer use."
Tom Thomas, Manager of Customer Support at Cognos
"Implementing WebEx had a mushrooming effect on our business growth. Now, many clients choose to work with us because of our superior online training programme. We couldn’t have achieved the growth we’ve had in the past five years without WebEx."
Sheila O’Kane, Administrative Manager of Client Education Services
"Even though we present to many people at once, WebEx helps us engage each attendee with personalised attention that really differentiates us in the market."
Heidi Tobias, Manager of Distance Learning
"Our customers are managing complex manufacturing processes and WebEx's interactive Web meeting services will improve communications and increase efficiency through the planning cycle and supply chain. WebEx's interactive communications abilities complement Covisint's existing suite of collaborative product development tools and can be leveraged throughout the company's product suites for procurement, supply chain management and quality."
Bob Matulk, Director of Collaboration, Covisint
"I went from taking at least one work-related trip per month to not traveling at all. Now I can deliver that same level of service while putting all of my former travel time to more efficient and productive use."
Seth Weissman, Director of Training
"Dillistone Systems is the leading global supplier of executive search software. We work with clients in 43 countries, and the ability to provide online demonstrations and services through WebEx are an invaluable benefit to us."
Jason Starr, President of Dillistone Systems
"WebEx Event Center is a great marketing tool. It is a cost-effective means to generate leads and it has been well-received by our customers and prospects. Our online seminars have been very successful."
Judi Tracy, Online Event Manager, Documentum
"Now we can communicate our message on a personal level in far greater numbers. Rather than expect someone to imagine what we’re offering, we can help them see it in real time."
David Schwartz, VP of Sales and Marketing
"All the content in our portals is now administered by one person and that person didn’t require any specialised training to get it going. We didn’t even have to load software to the desktop because WebEx Sales Center is web-based. It couldn’t be easier."
Tom Parrish, GM of Special Products, Electro-Matic
"We are specialised in maintenance management software for airplanes and helicopters. Using WebEx we are able to install our software, train our customers as well as support them regardless of where they are - for example in Sondankylä (Polar Circle) or Lanseria (South Africa) - without having to leave our office in Germany."
Wolfgang Leitner, Managing Director, EDV-Beratungs GmbH
"We find WebEx to be an excellent tool to deliver training to remote learners. No time is lost due to travel-for either the instructor or learners! WebEx is perfect for online meetings, too. Before selecting WebEx, we evaluated several competitive offerings. If your organisation is looking for an easy-to-use Web meeting solution, we highly recommend WebEx."
Kit Elert, Director of Training, Elert & Associates
"WebEx MeetMeNow gives us full control over our demonstrations, so we can showcase the strengths and agility of our system and our salespeople feel much more confident during the virtual sales call."
Julian Pscheid, Project Manager, Empire Group, Inc.
“The ability to see what is happening on the end user’s machine with WebEx is quite powerful. The customers ask for WebEx because they get back to productive use faster. We are cutting the time to resolve their issues by half or better. Just in one 20 Support Rep call centre, we are saving well over 100 hours per month in call time.”
Harry Coit, Director of Technical Support
“Instead of hiring IT employees who were not billable and generating overhead expenses, we chose WebEx. As a result, EquaTerra is now spending less than the equivalent of one FTE (full-time equivalent) salary per year.”
Chris Holder, IT Manager
"Meeting Center has reduced our travelling expenses by allowing us to demonstrate our software products online and in real time, giving us the opportunity to extend our reach to more than one customer at a time. WebEx Support Center has reduced our customer support resolution time. The great thing about Support Center is that I do not have to worry about ip addresses or firewall bypassing issues while SMARTtech seats require absolutely no user intervention making support easier and faster than before. WebEx has proven a be a valuable part in Eurotel's everyday issues."
Chris Pournaras, IT Manager, Eurotel Hospitality S.A.
"Sales Centre has enabled us to reach more customers, in a shorter period of time and at a significantly lower cost than onsite meetings. It is the perfect tool for an internationally-focused organisation such as our own as it allows us to easily reach our customers across the globe. And in the unlikely event that our clients can't make a web meeting, Webex allows us to record the session then publish it for later viewing. The introduction of Webex into the sales process of Gael Quality is the most significant improvement to our sales tools and techniques within the last 3 years."
Martin Bowman. Sales Director, Gael Quality Group
“We are an enterprise agency offering business support and IT/e-business training to small businesses. Our training courses are aimed at companies that need to develop their online business but generally are not overly computer literate. They find the practical training very useful but often struggle afterwards on their own. We have therefore started offering follow up online training via WebEx Support Center to run over the things they covered on the course and help with any aspects such as publishing their site, changing an image, etc. As part of our “screensharing” service we set up 30 minute Support Center sessions with our customers in which we guide them through the tasks by simultaneously talking them through it over the phone and remotely demonstrating it on their PC.”
Deirdre Alsey, IT Manager, Greenwich Enterprise Board
"Since we’ve installed WebEx, our customers have been able to show us exactly where the problem lies. As a result, our resolution times have decreased dramatically by 50%, and customer support levels have gone up accordingly."
Leonard Klejnow, Business Development Director, Generix
"Since our products incorporate the latest Web technology, we offer clients the ability to leverage the many benefits of the Web within the HR and training areas. Using the Web as part of the sales process for product demonstrations not only makes strong business sense but it also reinforces the fact that we have made the Web an essential part of our own business. In addition to demonstrating our software, WebEx lets us troubleshoot customer problems and train our staff through the browser. Web-based meetings, training and seminars save us thousands of dollars a month and are now a key element in our communications strategy."
Ruth Ladner, Chief Operating Officer, Genesys
“Webex meetings are interactive with full multi-media giving us a great chance of closing deals while investing very little time and money. And, all without having to leave the office!”
David Thompson, Co-Founder and CEO
"WebEx is a wonderful productivity tool! We can make first level sales calls without taking all the time to travel to and from client sites. Eliminating just one or two all-day sales trips covers the entire monthly cost for the service-and as we expand WebEx usage the potential return on investment is incredible. WebEx's Record and Playback feature lets us record our meeting interactions for later reference, training or demos. Plus, our customers using both the Mac and PC really appreciate us being able to solve their problems quickly. It's obvious to me that this is the way business should be done."
Al Moulton, President, Graphisoft U.S., Inc.
"As an outsourcing company our whole ethos is built around the trust placed in us to handle IT for other businesses; by the same token we place our trust in WebEx to provide a reliable service. For our customers, our investment in technology is a crucial yardstick for our own business."
Anthony Fryer, Technical Support Manager
"With an extensive internationally installed customer base, reaction times can be critical. WebEx Support Center enables us to offer the kind of support our customers have come to expect, thereby adding value to the products we supply and distinguishing us from our competition."
Sean Herring, Sales and Marketing Manager
"The Support Center solution improves our customer satisfaction because we can get in and fix things rapidly. We can be more responsive to our customers and we don't have to rely on their presence to ensure our solutions are performing the way they're supposed to."
Eric Sanabia, Manager of Integration, InfoGenesis
"Integrating WebEx Support Center into our offerings was a natural progression in our dedication to provide solutions for call centres to be more effective and efficient. The service is already in use with several of our top customers and the initial response has been tremendous. Support Center's ability to allow agents to see what a customer is seeing on their desktop is a significant value-add for agents using InstantService when they need to take a support chat to that next level."
Mike Lande, CEO, InstantService
"WebEx is very easy to use, and we find that around 80 per cent of our employees are confident with the service after just half an hour of training."
Arne Klein, Product Manager, Intershop
“Without WebEx, it would be very difficult to sell to places like Singapore, Hong Kong or Sydney from the UK. With WebEx, we can make first contact with interested parties without having to jump on a plane and travel half way around the world for a sales lead that turns out to be an inappropriate fit.”
Graham Mansfield, Deputy Managing Director and Co-Founder, Kalahari
“The whole package, from management to support, makes WebEx really ideal for our purposes. It’s become indispensable for us.”
Frank Ballentine, Support Manager
"Usage of Support Center increased rapidly during 2002. Monthly usage increased from 300 sessions per month at the start of the year, to 1200 sessions per month by year end. The decision to implement WebEX Support Center has proved to be well founded. The results speak for themselves. At today's run rate of 1200 WebEx sessions per month, this translates to an annual savings of nearly $600,000 and an ROI in excess of 700 per cent!"
Jeff Quast, Quality Programs Manager, Lawson
"We sell the largest online information database in the world - with over 35.000 sources - to large companies in Europe, Africa and the Middle-East. Providing effective training to our customers is part of our company strategy, but a challenge given our dispersed customer base. We have found that by combining face-to-face training with online training via WebEx we are able to ensure an excellent service to our customers regardless of where they are located. With WebEx Training Center we can train our new and existing customers as well as local distributors online ensuring that they learn to use our products in the most effective way."
Lisette Reijners, Trainer, LexisNexis Europe and Africa
"In 2003, we revisited the offerings available on the market. We concluded that WebEx's solution is still the most complete and innovative one"
Valarie Piron-Pradel, Purchasing Dept., Lectra
"Conservatively, WebEx will add about 2 additional closed sales per month amounting to $168,000 in incremental annual revenue and a less than 2.5 month complete ROI. Our original value proposition for purchasing WebEx was based on the need to provide better technical support – and we have – but, clearly, there have been other benefits realised right out of the gates."
Des O'Kelly VP, Sales Lone Wolf Software
"WebEx cut our call time down by more than half and increased problem resolution by more than 100 per cent, making a significant impact on customer satisfaction. Our response times are now twice as fast as our closest competitor’s."
Chris Girardin, Director of Client Training Services & Support
"Because WebEx enables us to pre-qualify our leads so well, the chances of closing the sale are very high when we do travel to an in-person meeting. WebEx eliminated the need for the first in-person sales call, expediting our sales cycles and reducing costs."
Scott Cowan, Vice President of Sales
"WebEx completely changed the way we do business. Originally customers bought our software, installed and operated it using in-house IT equipment and personnel. The typical installation and training period was four to six weeks. Today we offer our software as a turnkey outsourced product, utilising WebEx as the conduit to allow training and support globally. The primary beneficiary of this is our customers. We reduced the man-hours required for the initial installation and training process by 75 per cent. WebEx is fantastic and seamless."
Doug Deitel, President/CEO, Morphis, Inc.
"By expanding our geographic reach, WebEx helped us build our business to 5000 customers around the globe. WebEx solutions are part of our company culture."
Dave Kurlan, Founder and CEO
“Our remote support on WebEx provides the perfect tool for us to resolve customer issues whilst respecting confidentiality. Since we introduced the Support Session we have been able to control our spending on travel and use our manpower more productively, helping us to complete more effectively in the global manufacturing economy.”
Lee Fowles, Sales Support Manager, Pathtrace PLC
"WebEx is the best online meeting solution available. We have been able to manage our company on a global scale without the extraordinary cost of travel, enabling us to collaborate with our business offices in the UK, Australia and New Zealand. With WebEx, our sales expenses have been reduced by nearly 50 per cent and our clients love it because they no longer have to leave the office to work with us. In addition, we have increased productivity – reflected by our ability to execute at a much faster pace – which more than justifies our investment. Simply put, we could not do business without WebEx. I really don't understand how any organisation that sells anything can do without it."
Carol Andersen, CEO, Prism
"With over 45 percent of Progress revenues coming from outside of North America, WebEx plays an essential role in our global marketing efforts. One division within Progress generates 30 percent of global marketing leads from WebEx events."
Marlys Furze, Manager of Digital Media
"Using WebEx, we are able to remotely support our customers and virtually ‘get our hands’ on their systems if we need to without having to leave our desks. In Europe alone we have saved the cost of hundreds of flights a year.”
Joakim Gustafsson, Business Development Manager, Readsoft
"Not long after we began using WebEx, a multinational recruitment agency based in Montreal displayed an interest in our technology. After one demonstration using WebEx, we’d managed to secure their interest and they became a client not long after. I knew then that WebEx was going to be a fantastic return on investment for us.”
Neil Bolton, CEO, Recruitment Systems
"Ideally, a sales employee could for example hold 20 on-site meetings with customers during 20 workdays per month. WebEx allows us to make 30 more meetings without any problems. An on-site product demonstration takes me 1.5 days. WebEx allows me to do this in half a day and afterwards I have one full day left for other projects."
Rudolf Didszuhn, Sales Consulting, Competence Center International, Saperion AG
"We have reduced site visits 93 per cent from 2002 to 2003. Our support staff would revolt if we took WebEx away from them!"
Phil Catterall, Co-founder, Serversys
“WebEx Training Center helps us reach more customers with the training they need, and knowledge retention rates have skyrocketed. Customer satisfaction rates for our WebEx e-learning programmes rank in the 99th percentile, higher than our in-person training.”
Jeff Olsen, Manager of Education Services
"WebEx Training Center provides the capabilities we needed to transform existing content into highly interactive and involved online training programmes. Our staff were able to discuss the most detailed technical aspects like they were in face-to-face communication."
Joachim Raber, Technical Support Manager, SPECTRO
"Simply stated, WebEx allows us to present our solutions for corporate meeting management in the most efficient, effective means possible. More than half of our sales are made without a live presentation; 80 per cent of our product training is conducted via WebEx. In 2003, we saved more than $852,000 worth of time and travel expenses by presenting via WebEx. We use it for all business critical functions."
Mark Phillips, Vice President-Strategy, StarCite, Inc.
“Today, more than half of Sun employees no longer have permanent offices. WebEx provided the collaboration tool we needed to bridge distances and geographies, and effectively boost productivity.”
Chris Saleh, Program Manager, Open Work Services Group
"WebEx has allowed us to touch more customers instantly with fewer resources," says Ignacio. "We've reduced travel costs significantly. We can do much more in less time. We've been especially gratified to hear from our customers who also appreciate this 'no hassle' approach – they can get what they need very efficiently without ever having to leave the comfort of their offices."
Art Ignacio, Director of Educational Operations, think3
"WebEx has saved us thousands of dollars a month in travel expenses while providing more training programmes with less resources. In fact, WebEx allows us to offer more on-going training to employees with the record and playback functions for training any time. WebEx has increased the productivity of our entire training programme and has become a critical part of our employee and customer communications."
Karen Bingham, VP, e-Business, Toshiba CSG
"WebEx had the flexibility to work with us to apply a patch, allowing users to start a meeting with a single click from Lotus Notes, and to schedule a meeting directly from your email address book."
Oscar Könders, General Manager, Toshiba Computer Systems Marketing
"WebEx replaced our old sales model. Our new WebEx-based sales model immediately resulted in a higher first-call close rate and a 50 per cent increase in new TRAMS sales."
Ken Jonker, Vice President of Business Relations
"I especially liked the possibility to do a remote certification. In other words, utilising WebEx Meeting Center and its desktop sharing feature I was able to share my SAP NetWeaver system with anyone, by simply starting a WebEx session within the VMware guest containing the SAP software installation*. Being able to go through the complete certification steps remotely, saving me not only travel time but also avoiding travel expenses for my company, really made the difference. Thus, I was able to reduce the time needed to go through the certification process from 2 days to 1 day, or let’s say just 3 to 4 hours. WebEx is really easy to use, and can be used without having to make any internal corporate network firewall adjustments. Simply start a WebEx session within your browser, and you’re in!”
*SAP sponsors the WebEx session for free.
Andreas Griessler, SAP NetWeaver Specialist, UC4 Software GmbH
"High-quality remote support must be instantaneous and the best-of-breed WebEx infrastructure ensured our customers would always have a fast, reliable support experience."
Hank Kisiel, Pre-Sales Support Manager
"Instead of travelling for face-to-face training, one of our trainers conducted the session via WebEx from our office in Fredrikstad, south-east of Oslo. We saved in costs and our trainer was spared seven hours of travel and one overnight stay in a hotel. People unfamiliar with Norwegian geography might not initially appreciate the advantage of not having to travel every time to conduct a training session, but the time, cost and stress savings are considerable."
Harald A. Hanssen, Service Manager, Visma Unique
“We call WebEx sessions ‘WOW’ web meetings because we get people so excited…In the past, selling a $10,000 to $100,000 solution like ours required a face-to-face meeting. WebEx has changed all of that, enabling us to close sales more quickly.”
Tom Politowski, President
“This solution not only provides us with a great deal of flexibility, it helps us offer our customers flexibility as well. It’s just priceless.”
Jeffrey Ritter, CEO
“WebEx really improved our customer service. Within the first two months of using Support Center, our average close time decreased by more than 50 per cent. That improvement is directly correlated to our use of Support Center.”
Tanya Fisher, Customer Services Team Leader
"We recently demonstrated two product lines to over 60 different reviewers in six different WebEx sessions (worldwide) in support of a global sale. The sessions were completed from the US within 15 days. This saved approximately $20K in travel alone."
Lou Iuppa, VP Business Development, XYEnterprise, Inc.
