ManageSoft moves to 24x7 support from Melbourne base

New customer care division opens

With the focus on customer support, IT compliance provider ManageSoft, has launched a new division in its Melbourne office to deliver around the clock product support.

The customer care division enables the company to deliver to its expanding international customer base.

ManageSoft's manager of worldwide customer care, Lisa Nielsen, said the new centre will provide product support 24 hours a day to ensure the highest level of assistance.

"We moved to a 24x7 support model to provide instantaneous response to our growing customer base with offices around the globe," she said.

"When a customer has a question, they want to talk with a technical specialist, not to an automated menu-driven help desk. Having a knowledgeable hotline attributes the most to customer satisfaction."

ManageSoft CEO, Steve Butler, said enterprise IT is continually being stretched to do more with less.

"By providing always-on hotline support, we are taking a user centric approach to maximize our customers' productivity," he said.

ManageSoft provides compliance solutions based on open industry SAM, ISO and ITIL standards.

And standards do matter, according to financial services firm Elders Ltd. which implemented ManageSoft earlier this year to deploy and update business-critical applications for its fleet of 3750 computers.

Andre Laubscher, IT facilities manager at Elders Ltd., said standards such as ITIL and ISO provide a compliance baseline.

"Since we deployed ManageSoft, we have been audited three times, twice by Adobe and once by IBM," Laubscher said.

"Each time we were able to extract the information we needed. We got a tick in the box from the auditors, which is important for a financial services organisation."

Another rollout undertaken by ManageSoft this year involved engineering firm Sinclair Knight Merz (SKM).

SKIM's 140-member IT team supports 5500 employees across the globe.

Last year the company experienced 30 percent growth and increased international offices to 60.

Each office requires IT infrastructure so SKM implemented the ManageSoft software solution to enable the firm to set up IT operations remotely.

"The time it takes to implement a new office is now greatly reduced because it can be done remotely; this allows our IT team to concentrate on internal IT support," according to SKM information systems group manager, Peter Nevin.

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Sandra Rossi

Computerworld

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