Product category:
Simulation, modelling and validation software
News Release from: Aspen Technology
Edited by the Engineeringtalk Editorial
Team on 20 May 2004
Award for web-based software support
Aspen Technology's Global Customer Support and Training group has earned the prestigious 2004 WebStar Service Award for outstanding web-based customer support.
Aspen Technology's Global Customer Support and Training group has earned the prestigious 2004 WebStar Service Award for outstanding web-based customer support from the Service and Support Professionals Association (SSPA) for the second consecutive year The annual WebStar Service Awards are presented to five SSPA member companies that provide superior customer service to their customers via the web
"The WebStar Service Awards winners are industry-leading organisations that truly understand the impact the Internet can have on technical support", said Bill Rose, SSPA Founder/CEO.
"Aspen Technology has excelled in delivering world class support for enterprise applications in complex environments.
Its outstanding web-based support service, which features innovative personalised services and a comprehensive knowledge base, is an integral part of its support offering.
It is truly deserving of a WebStar Service Award".
This award is particularly significant since the SSPA membership includes more than 24,000 service professionals in over 2800 support centres worldwide.
These professionals look to the SSPA to provide insight into the future of support services, as well as current best practices within the industry.
"Delivering outstanding web-based support to customers is one of the core elements of our support strategy", said David McQuillin, President and CEO of AspenTech.
"Our online support centre provides customers with a wealth of self-support resources that help them ensure the success of their solutions and a speedy return on their technology investment.
We are proud that these efforts have been recognised through this prestigious award".
AspenTech customers have strongly embraced the on-line Support Center as a valuable resource for conveniently accessing technical support resources and product information.
They may visit the site anytime to search a knowledge base of over 7000 items, including downloadable service packs, documentation and application examples.
The recently added My Support personalisation helps users to quickly extract the product information they require, leading to dramatic increases in customer satisfaction.
AspenTech customers visiting the support centre can submit, track, access, and escalate incidents online, and may also provide feedback or participate in customer-driven discussion forums.
Customers also receive monthly technical support e-bulletins that proactively notify them about the latest product support and release news, and about any new additions to the knowledge base.
"With over 80% percnt of AspenTech's global customers using the web-based support service, the online support centre is truly becoming a key resource for proactively communicating with our customers", said Lee Riley, Vice President of Global Customer Support and Training.
"With the help of our web-based support applications and online collaboration tools, we have been able to consistently meet and exceed our response and resolution targets throughout the organisation".
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