CA Southern Africa (CA SA) has opened a local support centre.
According to Helen Welensky, support manager at CA SA, the recent partnership with EOH has enabled CA SA to put the much-needed local support centre in place.
Welensky says that, in order to ensure the support centre adds real value to customers, a support coordinator will be dedicated to logging incoming telephonic or web-based queries to ensure they are handled timeously and efficiently.
“This will be a customer’s first point of contact,” she says. “Once a call has been logged, a local support engineer will take ownership, and our intention is that these support engineers build a relationship with our customers, apart from providing a high quality of support and quick resolution times.
“The global support centres will continue to provide additional levels of support when required but having a local support centre staffed with local people that understand the local customer environments, speak local languages and that can go to site when required is what our Customers have been asking us for,” she says.
Welensky adds that she will regularly meet with customers in order to field any escalations and ensure that support procedures and service delivery are aligned to customer’s expectations.
“It is imperative that we have a customer base that is satisfied with both our software products and our support capabilities in order to meet the aggressive targets for growing business in the region,” she says.
CA SA has made a significant investment in establishing the local support centre and has increased its skills base by 20% in the six months since becoming a local company.