CRN Network, Jun. 9 2008, 1500 hrs
Cyberoam, Identity-based Unified Threat Management (UTM) solutions provider has announced the launch of Global Support Management Centre (GSMC) in Ahmedabad.
Cyberoam GSMC is an in-house support centre that caters to the support needs of its customers and partners by providing timely and accurate support at the highest levels of quality and responsiveness. The company recognizes the importance of providing a full suite of support services to complement its line of products for which the technical support centre helps to monitor round the clock and evaluate calls on technical and quality assurance parameters.
The company’s customers in India may contact GSMC through toll free call lines, online chat and e-mail. They can call toll free at 1-800-301-00013 for all support issues. They may also log on to the company’s website for live support.
The centre holds a multi-tier team structure for escalation. Customer query escalation based on priority ensures that the response time is minimal, status of unresolved issues is notified, and problems escalated to the right engineers. Apart from this, it also consists of a deployment team that offers remote deployment services in case of CR25i and CR50i installations.
The centre has a provision of customer feedback for every issue that can be incorporated for enhanced functioning of GSMC. Also, through incident recording, trend analysis and root cause analysis, GSMC works towards resolving issues permanently.
Devarshi Buch, Executive Director, Omnitech Infosolutions, a partner for Cyberoam said, "We are impressed with the launch of GSMC as it will ensure faster resolution of issues ands restorations of services in a timely manner.”
Tushar Sighat, VP Operations, Cyberoam said, “We’ve not only designed our support services to keep customer security infrastructure current, but to also react swiftly to any problem that may occur. GSMC is a customer centric approach to solve support issues while drastically improving the service experience for our customers." |