3Com Corporation announced that its Asia Pacific (AP) service and support operations have achieved significantly higher customer satisfaction since moving the bulk of its Global Service Organization in-house in November 2007. The new model has achieved great improvement in service levels in the AP region. In 3Com's annual customer satisfaction survey conducted by an independent company, customers gave 3Com AP a six out of a maximum seven rating in 12 out of 14 different service aspects. In terms of percentage, 3Com AP's customer satisfaction rating rose to 85 percent from 70 percent a year ago.

In the last two quarters, 90 percent of both warranty and contract support calls were answered within two minutes. For AP customers with warranty support issues, their calls go direct to non-technical staff at a call centre in the Philippines while more complex support contract calls - 95 percent of which are technical in nature - go direct to 3Com engineers in the Sydney call centre. By using dedicated in-house 3Com engineers on the line for priority contract customers, 3Com is able to cut resolution times because a majority of the technical questions can be answered immediately. According to John Wardell, Field Service Delivery manager for 3Com Asia Pacific, 3Com's contract support customers are delighted to hear a 3Com person on the line who is quick to understand the issue and offer a solution.

Related Items:

---

Be first to comment this article

Only registered users can write comments.
Please login or register.