March 20, 2015
Centrify Launches Elite-Level Support Program for its Enterprise Customers
By Michael Guta
TMCnet Contributing Writer
We now live in a customer centric environment in which consumers expect businesses to anticipate their needs before they even ask for it. This is made possible with new technologies that engage the customer, and the data gathered from these interactions is used to offer superior service. The trend has also been adopted by companies that provide solutions for enterprises as they are now also expecting personalized and dedicated support for the products and services they purchase. Centrify Corporation, a global provider of unified identity management across cloud, mobile and the data center, announced it is upping its customer service for enterprises with Elite, a platform that provides support to its clients from highly skilled Centrify Technical Account Managers.
Depending on the product or service an enterprise purchases, the support it gets greatly determines how successful it will be in integrating it into its organizations. Having qualified and dedicated customer support personnel offering advice that can be trusted is key, and that is what Centrify has done with its Elite service.
The company has consistently achieved customer satisfaction levels above 90 percent per quarter and it has one of the highest customer retention rates in the industry, at 97 percent. With Elite, it looks to increase these impressive numbers with highly trained specialists that have a clear understanding of what the customer needs.
Some of the features of Elite include:
Improving the value of the solutions from Centrify and increasing the productivity of IT staff with a single point of contact determined to help the customer succeed.
Technical Account Managers (TAM) will serve as a primary point of contact to enhance the experience with products licensed from the company by expediting the resolution of any issues.
Any new products and functionality updates will be communicated by TAM to ensure every feature is thoroughly understood.
Incident prioritization is followed through by TAMs from arrival to closure.
Recurring call scheduling, environment documentation and monthly service report ensures the solution you purchase is always working at its most efficient level.
“The Centrify Global Support Program is an on-going strategic advantage to Centrify's customers, and the new Elite-level offering further enhances our support for large customers who prefer a more personalized, dedicated service,” said Raman Kumar, Senior Director of Customer Success & Support for Centrify.
Edited by Stefania Viscusi