The 2011 Frost & Sullivan Global Customer Service Leadership Award in the Network Performance Management Market is presented to Infovista S.A. The company is commended for its exceptional customer service support program.
The Frost & Sullivan Global Customer Service Leadership Award is presented to the company that has excelled in the following criteria: quality of service, timeliness of service, impact of service on customer value and cost of service to customers.
“InfoVista supports its customer base to help them make the most of their technology investment, meet their particular needs and attain the business value they seek,” remarks Frost & Sullivan Research Analyst Mariano Kimbara. “InfoVista’s service offerings have demonstrated how to go beyond technology alone and help customers maximize their technology investment.”
Customers who access the services program solution can take advantage of the company’s training, consulting and support to enjoy faster and more successful implementations. Additionally, they learn best practices by working together with Infovista experts.
“Customer satisfaction continues to be one of the highest priorities of Infovista,” says Shamil Hassanaly, vice president customer support at Infovista. “The 2011 Frost & Sullivan Global Network Performance Management Customer Service Leadership Award is a testimony to our company’s long standing approach to customer success.”
“Over the past years, we have invested in the best of industry expertise and developing a comprehensive support program for all our customers and partners,” continues Hassanaly “Customer satisfaction is a key value at Infovista and we will continue to work to achieve the highest customer satisfaction score in our industry.”
An integrated suite of professional services covers the entire life cycle of the solution, from its design through maintenance and optimization. Infovista’s service portfolio includes auditing, consulting, software engineering and development, technical assistance, onsite support services, and the management of performance and configuration.
“A key differentiator of the company’s customer service program is the ability to offer services individually as well as in combination to optimize technology performance,” comments Kimbara.
Through remote or on site administration, Infovista can manage clients’ installed platform. Infovista consultants offer remote support through standardised administration procedures using the company’s best practices.
“These services benefit customers by allowing them to free up internal resources and reduce time spent on supporting activities,” states Kimbara. “In addition, clients benefit from the latest innovations in Infovista’s platform monitoring, without having to spend on additional training.”
InfoVista specialists manage daily proactive tasks including service availability, service performance and workflow maintenance. They also carry out monthly tasks including ‘hotfix’ installation, sizing and solution capacity planning.
Online access to technical data to maximise efficiencies, an e-delivery self service Website and software releases, maintenance updates as well as the latest rollups are all included in the customer service program. A remote access that reduces troubleshooting time further enhances customer value.
Several leading market participants have not yet achieved the comprehensiveness and flexibility that Infovista’s customer service program offers its global clients. For instance, Infovista’s largest customers are assigned a technical account manager who is the single point of responsibility for all services.
“A regional network of three global centers provides unlimited, 24/7 access to the customer support organisation for all technical questions on Infovista network and application performance management software,” adds Kimbara. “This supports enhanced timeliness of service, while allowing customers of all sizes access to a complete range of services.”
Frost & Sullivan Best Practices Awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
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