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:
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!
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.
As an enterprise, you should not need an occasion to ensure that your security practices are up-to-date, fine-tuned and resilient. However, when immersed in the day-to-day it’s easy to overlook or neglect some of the standard best practices to securing your environment. The first signs of spring seem to trigger an inherent need to clean, and it’s no longer isolated to the garage or the cottage. It’s easy and worthwhile to apply the concept of spring cleaning, an annual event, to getting your security house in order too.
Here’s a 6 point checklist to get you started!
Throughout our 20 years of experience in the endpoint encryption market, who do you think our biggest competition would be? Symantec? McAfee, maybe? Wrong, and wrong again. Native crypto solutions like BitLocker and FileVault 2 dominate the endpoint encryption market. After all, why wouldn’t they? They’re free, they’re integrated into the operating system, and they do their job well. But are they really our competition?
From May 17th to 19th, I had the pleasure of attending the Fifth International Cryptographic Module Conference (ICMC 2017) with my colleague, Alexander Mazuruc. Alex usually attends this conference which focuses on cryptographic modules and FIPS 140 type issues, but this year there were 8 tracks on related subjects such as Quantum-safe crypto (yes, that is a thing), and Common Criteria. The conference had about 35 different sponsors including the Trusted Commuting Group. Overall I found the conference very informative and a good place to network in the community.
As data privacy concerns and supporting regulations escalate, are companies really prepared to ensure protection of their customers’ personal identifying information (PII) and to quickly and accurately report a breach should one occur? WinMagic recently conducted a survey of IT decision makers in the U.S., UK, France and Germany to assess their companies’ capabilities in these areas – and the findings should raise some red flags.
As we evolve more and more to complete self-contained services like the mainstream Cloud services of Microsoft, Amazon, IBM and Google, I often express concerns about the Cyber aspects being coupled. Enterprises and users are, if they haven’t already, getting more and more comfortable with giving up their physical/virtual servers, applications and storage but are not, and should not, be comfortable giving up control of their sensitive data. The shared responsibility models of Cloud Services Providers (CSPs) delineates between the physical aspects (network, disks, memory, etc.) and the responsibility of what resides in the storage and computer.
Since I became Senior Manager of Technical Support at WinMagic about seven months ago, my mandate has been to take the support organization here to the point where they were consistently delivering an exceptional customer experience. To do that, I needed to build a solid foundation using the skills and observations that I have acquired from elsewhere. My first step in this was to audit the technical support team and identify areas where improvement was needed or more focus needed to be applied. Through observation, looking at the metrics that were being gathered, and even learning the product so that I could take customer calls in the interest of seeing firsthand what customers experience was, I was able to come up with these key building blocks as part of my foundation for exceptional customer experience. Since February 1st, we’ve been tracking these key items: