Giving customer service a boost

Sybase Africa, a division of Sybase Inc., says it has streamlined its professional services offering with the establishment of the Sybase center of excellence. According to Sybase the center brings together the core competencies and skill sets in the company, and, the company adds, houses all the expertise required to support Sybase products and solutions.

According to Jan le Roux, center of excellence manager at Sybase, the center was created to ensure that Sybase customers have access to top-level resources at all times. "Because we have centralized all our technical and professional resources, we can make certain that we always have the capacity to deal with our customers' support and implementation requirements. Also, because we have brought our consultants together under one umbrella, they too are benefiting from the cross-utilization of skills. This means that our customers stand to gain from the fact that our consultants are developing a broader skills set," he says.

This skills set, according to the company, includes competencies in Java development, C++, Unix, Linux, database solutions, and business intelligence solutions.

Because a number of consultants have the opportunity to become familiar with the sites of several clients, Sybase says it has also eliminated the occurrence of situations where there are no consultants available who know a client's site.

"Our software and project experience is unparalleled," says Le Roux. "Over 98 percent of support calls are handled by the center. The remainder are escalated to Sybase UK."

The center aims to ensure that Sybase has the ability to execute projects on time, according to Le Roux, who furthermore says that another advantage of the center is that it has streamlined project costing and reduced real costs for the company. "These savings are being passed on to our customers."

On the issue regarding the company's technical support consultants' input not previously being measured, Le Roux says: "In setting up the center, we looked at how best to leverage all our technical resources so as to ensure that they were used in the most efficient, cost-effective and customer-centric way possible."

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