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SSPA Presents STAR Award To EMC(San Diego CA. October 10, 2002) – The Service & Support Professionals Association (SSPA), the leading industry Association for IT support professionals, today announced that EMC, the world leader in information storage, was recognized for their customer service excellence with a SSPA Software Technical Assistance Recognition (STAR) Award, at the recently held SSPA Conference@Savannah in Savannah, Georgia. Chosen as the best in what they do, EMC was honored for delivering exemplary technical support to their customers and presented with a 2002 STAR Award in the Mission Critical Support category.Applicants in the Mission Critical Support category provide technical support in mission critical environments where “system down time” creates major customer problems. Technical support for these companies becomes a critical part of keeping customers “up and running” at all times. Applicants should clearly show how important their technical support is to the overall operation of mission critical systems or services. “The SSPA STAR Award winners provide a ‘best of breed’ showcase of the top talent within our industry, “ said Bill Rose, SSPA Founder/Executive Director. “EMC delivers world class services and the STAR Award serves as the highest form of recognition they can receive in the service and support industry.” EMC Customer Service has direct service presence in 47 countries and service partners in 28 countries, representing every major region of the world. Customer Support Centers are also located globally, including Hopkinton, Massachusetts; Duluth, Georgia; Cork, Ireland; Tokyo, Japan; and Sydney and Melbourne, Australia. With this global service network of more than 5,000 technical, field, and support personnel, customers can be assured that EMC will be there when needed. Proactive and Pre-emptive Support. EMC's proactive approach to support means problems are addressed and eliminated before they occur. EMC’s sophisticated remote support provides notification when there is a problem – or a potential problem. If onsite service is required, EMC field staff can “hot swap” a part without system downtime. EMC’s parts depots also are accessible 24x7. EMC hardware is equipped with automatic “phone-home” capabilities, enabling EMC service experts to monitor systems 24 hours a day. By dialing back into the EMC system, EMC technicians can take action quickly, analyze events and abnormalities, and resolve most issues before they affect customers’ businesses. EMC’s highly advanced remote support provides a proactive and pre-emptive approach that is unmatched in the industry. Software Support. EMC provides an all-inclusive, unparalleled software support and maintenance program to ensure optimum availability of customers’ mission-critical information. EMC software specialists provide 24x7 telephone support to meet the needs of the most complex multivendor environments. In addition, EMC e-services make information, solutions, and software upgrades instantly accessible. Change Control. EMC’s industry-leading change control process enables customers to take advantage of the outstanding connectivity, flexibility and upgradeability engineered into every EMC system. EMC experts meticulously plan and orchestrate changes to EMC solution – some 2,000 every week – from standard microcode upgrades to massive data center relocations. EMC’s disciplined and automated process mitigates risk by ensuring that customized changes are implemented correctly the first time, on schedule. Leo Colborne, EMC’s Vice President of Global Technical Support, said, “Keeping operations up and running at all times is a critical requirement for EMC’s customers. We take pride in the unrivaled quality of EMC’s technical support professionals and are honored to be recognized for our achievements again this year.” All SSPA Member companies are eligible to nominate themselves in any number of the categories -- Sustained Performance; High Call Volume; Most Improved; Complex Support Applications; Outsource Support Provider; Innovative Support; Mission Critical Support: Small/Emerging Company and Support Technology Vendor. SSPA provides each Applicant with an electronic application as a benchmark/guideline. The STAR Award Applicants take this task very seriously and spend a considerable amount of time on this arduous, but rewarding process. Many non-winners have said that, even though they did not win an Award, the whole process was well worth the time and effort. They indicate they learned a lot from the process and were able to discover in what areas they can use improvement. For more information on the SSPA STAR Awards please visit www.theSSPA.com or send an email to info@theSSPA.com. About EMC EMC Corporation (NYSE: EMC) is the world leader in information storage systems, software, networks and services, providing the information infrastructure for a connected world. Information about EMC's products and services can be found at www.EMC.com. EMC is a registered trademark of EMC Corporation. Other trademarks are the property of their respective owners. About SSPA Founded in 1989, the Service & Support Professionals Association (SSPA) was formed to focus on the specific needs of service executives who are responsible for support centers and overall customer relations. Today, the SSPA represents over 18,000 service professionals at 2,200 support centers worldwide. These executives look to SSPA to provide insight into the future of support services, a road map of best practices within our industry and access to the best service and support vendors. SSPA has become the center of support providing a reliable and comprehensive resource for news, research, benchmarking, standards and collaboration. SSPA was created for professionals, managers and executives that make their living in the IT support services community. It is not a generic, one-size-fits all website where nobody ever feels like they belong. SSPA is dynamic, interactive, living resource specifically designed for the unique needs of support professionals. This exciting virtual community creates a forum for constant interaction with peers, industry experts, technology vendors and much more. For more information regarding the SSPA and other related divisions, log on to www.theSSPA.com or send an email to info@theSSPA.com. Editorial Contact: Ron Johnson SSPA 909.244.7002 rjohnson@thesspa.com top of page |
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