Mar 5, 2010—Six Months Later – A Customer Service Check-up

by DJ Goldsworthy, Information Security Manager

An excerpt from the Q1/2010 issue of the Gladiator newsletter, The Shield –

Nearly six months ago, Gladiator published an article detailing several key initiatives that we were undertaking to enhance customer service. The crux of the plan was the restructuring of our customer support operations, primarily by adding more engineers to our support staff and streamlining support by implementing a tiered support model and focusing on case escalation. The truth is, we have made a lot of other very positive changes in addition to those mentioned above. I will not bore you with all the details, as it is more likely that you are interested in the results of the changes, such as how they have affected support case response times and have helped ensure that when you contact Support you get to the person with the right experience in order to solve your problem quickly and effectively. Those are a few of the things that we have strived to deliver to our clients. (continued)

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