Three Rivers Systems, Inc., based in St. Louis, MO, was launched in 1985 to bring reasonably priced, cutting edge technology solutions to the higher education sector. By offering customers the ability to, directly connect to any of Three Rivers' 10-member technical support staff, the company hoped to reduce support times and increase Service Level Agreement (SLA) response. The solution was Linktivity's WebInteractive, a real-time software tool that lets support reps view a user's screen, and then diagnose problems by remotely taking control of the user's desktop. The benefits offered by WebInteractive were almost immediate, with a return on investment seen in just three months. Three Rivers' SLA levels went from an average of seventy percent to an astounding ninety-eight percent over a course of five months.
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