3Com has restructured its Europe, Middle East and Africa service and support aimed at improving service resolution delivery and giving more personal attention to its EMEA customers.
By bringing technical support for enterprise customers in-house at 3Com’s EMEA headquarters in Hemel Hempstead, UK, and engaging Sykes Enterprises in Amsterdam, the Netherlands, to support small-medium business (SMB) customers, resolution times have already been improved.
“This new model is scalable and flexible,” says Brendan Tobin, professional services consultant, 3Com South Africa. “It enables 3Com to offer the best possible range of customer service and support options. Customers can now call 3Com direct for dedicated support in the knowledge that their query is being handled by 3Com staff with the right expertise to provide fast, accurate resolution.”
3Com has invested approximately $12m in new systems and staff. All support for service contract customers is now handled in-house at 3Com by a highly qualified team of technical support engineers and customer service agents, who also provide all contract and warranty technical support for 3Com enterprise products – enterprise LAN switches, voice, network management and security.
This call centre team of customer service agents, level 2 enterprise technical support engineers and level 3 escalation engineers provides service in English and five European languages. The infrastructure of the CRM system, eSupport and call routing is also now owned and managed by 3Com, ensuring customer intimacy at all stages of the support process.
SMB warranty and SMB technical support are handled by specialist outsource partner Sykes Enterprises. Sykes has 30 years’ experience of providing call centre support to high-tech vendors worldwide, and the Amsterdam-based team delivers local knowledge and language coverage EMEA-wide.
“Sykes takes customer support commitment very seriously,” says Tobin. “Customers can be confident that they are speaking to dedicated 3Com support personnel, and 3Com’s new relationship with Sykes means we are now able to give our customers a personal service across our whole product portfolio.”
3Com has been providing service and support, resolving network challenges and delivering business benefits for longer than any other networking company, and understands both networking technology and the business needs of organisations of all sizes. Global support with a local and personalised focus helps customers drive efficiency, increase productivity and minimise costs.