From the Wires
Unitrends to Expand Customer Support Ranks in South Carolina
Unitrends' expansion plans reflect a strong commitment to customer support amid dramatic company growth; in 2012 the company's customer satisfaction rate exceeded 98 percent
By: PR Newswire
Jan. 17, 2013 11:00 AM
COLUMBIA, S.C., Jan. 17, 2013 /PRNewswire/ -- Unitrends, the leading provider of all-in-one backup, archiving, instant recovery and disaster recovery solutions, today announced it will expand its customer support ranks in the company's Columbia, S.C., headquarters. The announcement comes amid unprecedented growth for the company. Unitrends achieved 88 percent growth in sales 2012 over 2011, and its performance in service and support was equally enviable: The company's customer satisfaction rate exceeded 98 percent for the year.
"Many technology companies view customer support as a cost center, one that can be transformed into a consulting engagement by holding customers' feet to the fire when they need help the most," said Mike Coney, CEO of Unitrends. "That's an awful practice, and at Unitrends, we feel strongly that no matter how effective our technologies are, the people behind them are our most powerful asset. We want our customers to sleep well at night knowing that if they find themselves in a disaster – one that jeopardizes their data and their jobs – help from a knowledgeable and dedicated Unitrends employee with the authority to make things right is one phone call or email away. That contrasts sharply with those who employ call centers that give the appearance of providing customer service – which, unfortunately, is all too common in the industry today."
Unitrends plans to hire a significant number of customer-facing technical support engineers and senior customer support engineers. The hiring push is the most recent in a year that saw the company create numerous jobs. Last month, Inc. Magazine recognized Unitrends as one of the top five job creators in South Carolina in its inaugural Hire Power Awards. All of the new support engineers will be based in Columbia and will work in a team that has already distinguished itself within the IT community and in communities like Spiceworks. The company's also hiring across a variety of functional areas.
Recent customer comments directed to Unitrends' leadership regarding the quality of the Columbia-based customer support staff – notable because they represent the norm, not the exception, include:
Unitrends' technical support engineers gauge their success by a wide range of criteria. This includes how long it takes to fix any problems the customer encountered in the course of disasters, such as natural events like hurricanes, or when addressing any technical questions that arise in their networks – for example, when they deploy new virtual assets or move to the cloud. Unitrends' technical support engineers also track customers' questions to proactively determine where they can eliminate problems before they happen. In addition, customer support calls, on average, are answered in three rings or less.
"Today's networks are more complex than ever and require virtualized, cloud-based and physical assets to work together flawlessly," added Coney. "The reality in data protection today is that you will need help at some point, and when you do, who answers that call or email is very important."
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