How to Achieve Industry-Leading Customer Satisfaction with Award-Winning Support
by David Dickerson, Director LEGATO Global Services - LEGATO Software (A division of EMC)

In recent years, LEGATO’s Technical Support organization has grown its overall customer satisfaction rating of 40% in 2000 to its current overall satisfaction rating of 91.8%. This was accomplished by analyzing all aspects of the support organization and realigning major areas of technical support. The process was not a simple one and required a great deal of commitment at all levels of the organization. Early in the process, LEGATO implemented a CustomerFirst initiative which served as a constant reminder to all employees that the customer was to remain the focus. This meant no quick fixes and that all areas of the organization must be open to improvement. In addition to the recognition from its customers, LEGATO has also been recognized within the industry as a 2003 recipient of the STAR Award as well as SCP Certification.

This session will provide you with an overview of what it took to achieve this remarkable transformation of the support organization and award-winning customer satisfaction results – along with practical advice about encountered challenges.