“This new model is scalable and flexible,” says Imran Khan, 3Com Head of Global Services in EMEA and Asia Pacific. “It enables 3Com to offer the best possible range of customer service and support options. Customers can now call 3Com direct for dedicated support in the knowledge that their query is being handled by 3Com staff with the right expertise to provide fast, accurate resolution.”
3Com has invested approximately $12m in new systems and staff. All support for service contract customers is now handled in-house at 3Com by a highly qualified team of technical support engineers and customer service agents, who also provide all contract and warranty technical support for 3Com enterprise products – enterprise LAN switches, voice, network management and security. This multi-lingual call-centre team of customer service agents, level 2 enterprise technical support engineers and level 3 escalation engineers provides service in English, French, German, Italian, Spanish and Swedish. The infrastructure of the CRM system, eSupport and call routing is also now owned and managed by 3Com, ensuring customer intimacy at all stages of the support process.