EMC Recognized for Leadership and Innovation in Customer Support Services
Leading Industry Association Honors EMC with Two STAR Awards for Best Practices; Second Hall of Fame Lifetime Achievement Award
EMC Corporation, the world leader in information infrastructure solutions, announced it has been awarded Technology Services Industry Association (TSIA) STAR Awards for Best Support Staff Practices and Best Use of Metrics and Business Intelligence. TSIA also honored EMC with its second Hall of Fame Lifetime Achievement Award, marking the company's 10 individual STAR Awards over the last 10 years.
"EMC truly prizes its reputation for industry-leading customer service and we are gratified for this validation from TSIA," said Tony Kolish, SVP, Customer Support Services at EMC. "As customers embark on their journey to the private cloud, we find that service and support are very high priorities and we intend to provide service which sets us apart."
The STAR Awards recognize technology companies who display exceptional leadership, innovation, and commitment in developing and implementing best practices. For the third consecutive year, EMC was honored for Best Support Staff Practices for most successfully demonstrating commitment to, and best practices in, the area of developing, motivating, and retaining support staff. EMC takes a comprehensive approach that focuses on employee development practices, performance management, and process execution, supported by consistently strong and sustainable key performance indicators (KPIs).
EMC was also recognized with the Best Use of Metrics and Business Intelligence award for its metrics and benchmarking program, which gathers data on all aspects of the operation to ensure that service level objectives (SLOs) are met and that work is flowing according to objectives and targets. By utilizing a consistent set of KPIs across products and geographies, which include metrics that focus on a "customer-in" view, EMC can more accurately measure how support is performing from both an internal and external perspective.
EMC was first inducted into the TSIA Hall of Fame in 2006, for winning five STAR awards in Mission-Critical Support. Since 2006, EMC has won an additional 5 awards, including Best Support Staff Practices ('08-10), Complex Applications Support ('09) and Best Use of Metrics and Business Intelligence ('10), putting EMC in elite company as one of only two companies to earn a second Hall of Fame Lifetime Achievement Award.
Kolish added, "These awards show our customers that we're not sitting still and are continually focusing on new and innovative ways to make resolution faster and easier. Whether it's developing innovative self-help tools, offering enterprise chat support or integrating eServices into our existing products, we can help improve our customers' ability to drive their businesses and reduce the time needed to maintain their products. And we're taking this same attitude and approach as we deliver seamless multi-vendor support for the private cloud."
"We're pleased to recognize EMC as a leading service organization that is setting the pace for the industry by pushing the envelope and delivering the strategies and tactics needed to help customers bridge the technology consumption gap," said J.B. Wood, CEO, TSIA.
EMC Customer Support Services provides resources and services to quickly and proactively resolve solution-related issues and questions — to ensure business continuity and a highly available data environment. EMC's global maintenance and support is available around the clock via comprehensive online support tools including Live Chat and online service request management, Secure Remote Support (dial/connect home), live telephone support, and onsite through the industry's leading global field service organization.
- Video: Service in a Changing World – www.emc.com/collateral/demos/microsites/support/service-changing-world/index.htm
- White Paper: "Improving Support Operations and the Customer Experience Through Business Intelligence: An EMC Perspective" – www.emc.com/collateral/emc-perspective/h6838-business-intelligence-solutions-ep.pdf
About Dell EMC
The Technology Services Industry Association (TSIA) is the leading professional association of the technology services industry. Its ranks include thousands of services executives, managers, and professionals from around the globe, representing the world's leading enterprise and consumer technology companies, as well as scores of innovative small and midsize businesses across nine vertical industries. For more information, visit www.tsia.com/awards_and_certifications/star_awards.html
EMC Corporation (NYSE: EMC) is the world's leading developer and provider of information infrastructure technology and solutions that enable organizations of all sizes to transform the way they compete and create value from their information. Information about EMC's products and services can be found at www.EMC.com.
EMC is a registered trademark of EMC Corporation in the United States and other countries. All other trademarks used are the property of their respective owners.