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Press Release

IMC releases whitepaper to help organisations cut helpdesk costs by 40 percent

Proactive learning strategies to boost staff performance when using software applications

London/Saarbrücken, Wednesday 23rd September 2015
IMC, a provider of bespoke e-learning content, learning management and compliance solutions, has released a new whitepaper titled, "Informal Learning and Electronic Performance Support: A guide to cutting internal helpdesk costs by 40 percent". The whitepaper aims to help organisations significantly reduce their training and helpdesk support costs as well as the time their employees waste on 'how to' questions.

According to Gartner, many organisations can save as much as 40 percent a year* on helpdesk and staff time spent on ‘how to' queries by using an effective EPS system. This could equate to 152.000 Euros based on a workforce of 200 people or 835.000 Euros based on a 1,000 employee workforce.

Enquiries to help desks typically revolve around the need to know how to carry out a function on a software package or data entry on a CRM system. Valuable time is also lost by searching on the internet, reading manuals or asking colleagues for help. The IMC whitepaper looks at addressing three key elements:

1. How organisations can implement proactive informal learning strategies and technologies to help reduce the need for helpdesk support
2. The pros and cons and some examples of formal and informal learning
3. How L&D professionals can support informal learning, measure results and save money whilst improving on the job support.

IMC has also scheduled a lunchtime webinar on Wednesday 14 October 2015 at 12.30pm GMT to discuss Electronic Performance Support Systems (EPSS) and Informal Learning. Participants to this webinar will be given exclusive access to the whitepaper before it is released. To register for the webinar and to access the whitepaper please visit our website or for enquires please e-mail

Dirk Thissen, IMC UK Managing Director, comments, "Organisations are increasingly required to adapt to change. This may include a number of factors such as a high turnover of products, services or staff, or meeting compliance and regulatory requirements. As a result of this may impact how staff are required to record information. Informal and formal learning may nowadays include a mix of Electronic Performance Service Support (EPSS), mobile bite-sized learning and mentoring programmes. Our whitepaper aims to provide some guidance on what HR and L&D professionals should consider when supporting staff without impacting on the quality of training."

Notes to editor
*Calculations based on data and reports which are available on research and which set the optimum ratio of employees to helpdesk staff as: 45:1 if using more than one IT system, and 70:1 if using only one IT system. The formula then considers how much of the helpdesk staff members' time will be spent on assisting colleagues with ‘how to' queries (estimated to be approximately 40 percent of helpdesk time according to Gartner research).

Press Contact:
Lena Ahad
Technology PR
Phone: +44 (0)7908 725212

IMC Contact :
Sylvia Woche-McAleer
Marketing Manager

This and other press releases are available for download from our website:
Opinions and proposals regarding HR, IT and eLearning can be found on the IMC Blog.


About IMC:
IMC is an international leading full-service provider for digital learning. The product and service portfolio ranges from bespoke e-learning content, authoring and publishing solutions to learning and talent management suites. Multimedia and video productions as well as process guidance and compliance solutions are also an integral part of IMC's offering. Worldwide, IMC´s all-embracing technologies and services support more than 1,000 companies, public institutions and educational establishments of all sizes and in all sectors in the planning, developing and implementing of mature HR development strategies. On the MOOC (Massive Open Online Courses) platform, interested parties from students to managers benefit from free publically available academic teaching.

The company has its headquarters in Saarbrücken, branches in Munich and Freiburg and subsidiaries in Australia (Melbourne), Great Britain (London), Austria (Graz), Romania (Sibiu), Switzerland (Zurich) and in the USA (Phoenix). IMC is also represented with partner offices in numerous other countries.