Brocade Global Services provides a variety of world class support, services and education options to our customers, but the support provided by our Technical Assistance Centers (TACs) and Field Delivery teams is at the heart of what we do. Recently, one of our largest and most demanding customers in Europe told their Brocade sales rep that they had noticed an improvement in our TAC and asked a reasonable question: “Why?”.
On the surface that may sound like an unusual question to ask but what the customer was really trying to understand was if the improvement they were seeing was sustainable. We are confident that the answer to that question is “Yes, absolutely” and here is why:
We are proud to announce that Brocade’s TACs in Broomfield and Plymouth achieved designation as Level II, Certified Support Staff Excellence Centers in July 2013, less than a year after we started the process. In order to achieve Level II designation, 90% of our front-line support staff and their managers had to successfully complete the Certified Support Professional (CSP) course of instruction and certification. In addition, our support teams had to show substantive improvement in two pre-determined metrics: Customer Satisfaction and % of cases resolved in our Level 2 TAC.
Over the past year, Global Services has partnered with the Technology Services Industry Association (TSIA) to achieve this designation as a Certified Support Staff Excellence Center. TSIA is an industry association that GS leverages to help us improve the strategic, operational and financial performance of our business. The Support Staff Excellence (SSE) program is a series of training programs for technical support and field service staff, as well as supervisors and managers, designed to drive service delivery efficiency improvements, reduce service staff attrition, and improve customer satisfaction scores.
Brocade’s TAC locations in India, China, UK, The Netherlands and San Jose, California, as well as our Premier Support Team, are currently pursuing the same level of certification, which we expect to achieve before the end of Brocade’s Q4.
Providing technical support in the fast paced, ever changing world of IT is an ongoing challenge of course, so rest assured that we do not intend to rest on our laurels. We do believe, however, that the consistent application of the lessons we’ve learned from TSIA’s Support Staff Excellence program will allow us to continue to impress even our most demanding (and skeptical ) customers.