Bangalore, India (PressExposure) September 04, 2008 -- 3Com Corporation, a leading provider of secure, converged voice and data networking solutions for enterprises of all sizes, 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.
The new model has achieved great improvement in service levels in the AP region. In 3Comâs 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 APâs 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 center in the Philippines while more complex support contract calls â 95 percent of which are technical in nature â go direct to 3Com engineers in the Sydney call center.
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, 3Comâs contract support customers are delighted to hear a 3Com person on the line who is quick to understand the issue and offer a solution.
âItâs about putting the right level of technical support for the right audience,â said Wardell. âMoving ahead, we are focusing on improving our support staffâs soft skills and online support tools.â
In addition, 3Com has a best practice improvement cycle methodology to ensure the enhancements to service quality and resolution times continue to improve. 3Com is already strengthening its professional services engineering teams across Australia, India, Malaysia, Korea and Thailand to assist implementation partners for larger, more complex deployments that involve 3Comâs latest technologies.
Wardell added that localization support has also been boosted with more Korean and Thai service agents on the regional services team. Said Wardell, âOur priorities in the next 12 months are to continue to improve customer satisfaction, revenues and profitability from the services business.â
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 restructuring was part of a US$12m global service improvement effort that included two new multi-lingual call center functions based in Australia and the Philippines.
About 3Com Corporation
3Com Corporation (NASDAQ: COMS) is a leading provider of secure, converged voice and data networking solutions for enterprises of all sizes. 3Com offers a broad line of innovative products backed by world class sales, service and support, which excel at delivering business value for its customers. 3Com also includes H3C Technologies Co., Limited (H3C), a China-based provider of network infrastructure products. H3C brings high-performance, cost-effective product development and a strong footprint in one of the worldâs most dynamic markets. Through its TippingPoint division, 3Com is a leading provider of network-based intrusion prevention systems that deliver in-depth application protection, infrastructure protection, and performance protection. For further information, please visit http://www.3com.com, or the press site http://www.3com.com/pressbox