Enterasys, the network infrastructure and security division of Siemens Enterprise Communications, today announced that its Global Technical Services organisation has been named a winner of a 2010 CRM Elite Award in the Workforce Optimisation Suite category.
Each year, CRM magazine honours the vendors, consultants, and end-user companies that focus on customer relationships and the customer experience through the sophisticated integration of people, processes, and technologies.
“Enterasys is proud to be recognised as a customer relationship management leader,” said Vala Afshar, vice-president of Global Technical Services for Enterasys. “Our innovative use of CRM technologies has helped us extend our industry leading customer support and achieve an overall customer satisfaction rate of 97% and a first-person resolution rate of 94%, each of which significantly exceeds industry averages.”
Enterasys captured the “Outstanding Workforce Optimisation Suite” category based on achievements its Global Technical Assistance Center (GTAC) made through Salesforce CRM and Service Cloud 2 applications, including the streamlining of critical global sales and customer data in multiple languages and currencies.
Enterasys also customised the chosen cloud applications to provide customers and partners with enhanced service visibility via direct access to on demand dashboards of their technical support contact history. By combining the use of leading software technology with long-tenured support staff and an in-sourced support model, Enterasys has become a favourite technology vendor of customers and partners alike.
“While we are very satisfied with the performance of Enterasys solutions, we are even more pleased with the personalised, high-touch service and support we've consistently received from the Enterasys team,” said John Iraci, Vice-President of Enterprise Infrastructure at DJO. “Ultimately, that was what won and continues to keep our business. Not only do we save between 20% and 25% on total cost of ownership over other leading vendors, but we also have the security of knowing that any time we pick up the phone with a question or a concern, Enterasys will do whatever it takes to answer our questions or solve any problem - even those caused by other vendors' equipment.”
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Siemens Enterprise Communications
Siemens Enterprise Communications is a premier provider of end-to-end enterprise communications, including voice, network infrastructure and security solutions that use open, standards-based architectures to unify communications and business applications for a seamless collaboration experience. This award-winning “Open Communications” approach enables organisations to improve productivity and reduce costs through easy-to-deploy solutions that work within existing IT environments, delivering operational efficiencies.
It is the foundation for the company's OpenPath commitment that enables customers to mitigate risk and cost-effectively adopt unified communications. Jointly owned by The Gores Group and Siemens AG, Siemens Enterprise Communications includes Cycos and Enterasys Networks. For more information about Siemens Enterprise Communications or Enterasys please visit http://www.siemens-enterprise.com or http://www.enterasys.com.