Why I Choose to Let our Employees work from Home

I once worked for a company who didn’t believe in Technical Support employees working from home, despite having all the technology in place to allow that to happen. Their reasoning? Technical Support employees couldn’t be effective if they were not in the office. I’ve always thought that thinking was flawed, and my experiences with the work from home policy that WinMagic has in place reinforces that belief.

 

WinMagic | Announcing our newly enhanced Customer Portal

Announcing our newly enhanced Customer Portal

Back in November of last year, I was part of a conference call with a European customer who needed some high level reassurance from us. As part of that request, they mentioned that our customer portal could not help them properly manage support tickets. Thus, I hijacked the call and started a GoToMeeting session from my desktop.  I gave them the opportunity to walk me through exactly what they found problematic about our customer portal. For the next 20 minutes they did a masterful job of highlighting what areas of the customer portal simply weren’t working for them.  And If put myself in their shoes, I could see that they were not only right, but it was likely that other customers felt this way and had never said anything to us.

With this knowledge, I did something radical, which was to hold many meetings over the next two months where I would bring a proof of concept to the table, and have the customer critique it. This helped us to get to where we are today. Which is, to announce the release of Phase One of our enhanced customer portal.

Tech Support With Headset IT

How Can I Help You?

Recently, I was on the phone with a customer who asked me this question: “How can we better help you to help us?” That’s a question that I was not used to getting. But it made me think about what customers could do to get better tech support. I ended up taking a day or two for me to really think about it, but I came up with the following which I decided to share with you:

Windows 10: Compatibility is Key

So you’ve heard – Windows 10 has hit the PC world by storm, with widespread adoption in the private and public sector catching up to the consumer side. According to Gartner, the adoption of Windows 10 is faster than previous OS and the traditional refresh cycles are shortening. What’s driving the movement? Well, it’s a combination of events really, all based on one common need – Security.

Yes, I Do Take Support Calls

One of the things that is unusual about me is the fact that I like to take customer support calls. Now you might find that weird as I do run a global support organization, and presumably I have better things to do than to take tech support calls when I have a staff that I have hired to do that for me.  However, I feel that in the interest of making my support organization better, I need to be on the phones from time to time, digging into cases that get submitted via our customer portal, or by e-mail.  Here’s why:

The Human Factor

Our Product Marketing Manager, Aaron, and I had a watercooler chat the other day about taking a fresh approach to a corporation’s IT Security in the likes and regularity of spring cleaning. An approach like this would be ideal – you would have an up-to-date inventory of your hardware, you would have up-to-date software, and a complete 360 view of your organization. After completing what might be an onerous task, you would be able to identify the robustness of your environment, where your gaps might be, and where you have room to improve. In general, one might argue you would feel ‘in control’.

The Company we Keep: Celebrating businesses in Canada, featuring WinMagic’s founder & CEO Thi Nguyen-Huu

Canada’s economy is built upon the success of our citizens, their ingenuity and innovations. WinMagic CEO, Thi Nguyen-Huu speaks of his passion for innovation in building WinMagic, its comprehensive data security solutions, and the value that we bring to our customers in this video produced by Collins Barrow, one of Canada’s largest associations of chartered accounting firms, in celebration of Canada’s 150th birthday!

The Key to Protecting Data, Featuring Gartner

If there is one absolute truth in business, it’s that data is now everywhere. Big or small, companies wrestle with keeping data secure with an ever expanding mobile and agile workforce. Increasingly companies are turning to endpoint encryption as the answer to protecting their data.

4 Keys to Building an Independent Support Team

Recently I was on a call with a customer where one of my Team Leads and the Support Agent did most of the talking. Part way through the call, the customer asked me why I wasn’t saying anything. My response was that both my Team Lead and Support Agent had a plan that made sense and could speak to that plan. On top of that they had the ability to make decisions and adjust the plan without running it by me. Finally, I had complete confidence and faith in their abilities. The fact that I was willing to put that much faith in my people and give them that much latitude was surprising to the customer. And it’s likely surprising to you as well. But I see making the people who report to me as independent as one of the keys to having a world class support organization.  To that end, here’s what I do to encourage independence within the Tech Support organization at WinMagic.