3Com restructures professional services

BANGALORE, INDIA : Voice and data networking solutions provider 3Com Corporation today 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.

3Com announced that it was going to run a major part of its AP services and support organization in-house to improve service delivery and give more personal attention to its AP customers.

The new model has achieved great improvement in service levels in the AP region and when being scored in terms of percentage it rose to 85 per cent from 70 per cent in a year, said a press release.

The in-house service enabled the company to cut resolution times because a majority of the technical questions can be answered immediately.

John Wardell, field service delivery manager, 3Com Asia Pacific, said, “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.”

“It’s about putting the right level of technical support for the right audience. Moving ahead, we are focusing on improving our support staff’s soft skills and online support tools, ” he added.

3Com has already strengthened its professional services engineering teams across Australia, India, Malaysia, Korea and Thailand to assist implementation partners for larger, complex deployments that involve 3Com’s latest technologies.

Wardell added that localization support has also been boosted with more Korean and Thai service agents on the regional services team.

He commented that it is their priority in the next 12 months to improve customer satisfaction, revenue and profitability from the services business.

The statement mentioned about the restructuring of the two new multi-lingual call center functions based in Australia and the Philippines with revenue of US$12m.