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:

Cloud Physical Virtual VM Servers

Physical Servers to Hyper-Convergence – A Need for Encryption

In the past I have tried to make the case for encrypting physical servers on premise.   The argument for not needing to encrypt them is usually that these servers run for weeks, months or even years without being brought down, and that they are physically protected within a well-fortified data center.  The protection that FDE (Full Drive Encryption) brings only really applies to data at rest and it seldom is at rest on these servers.   I would counter that all drives eventually leave the data center for repair or disposal and having them encrypted protects you from having your old drives with your customer data on them show up on eBay.  An encrypted drive can be quickly and easily crypto-erased if it is still operational, and if not, the data is still not accessible without the encryption key.

BitLocker Windows 10: Compatibility is Key

Managing BitLocker in Windows 10

BitLocker Windows 10So 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!

We Spoke with Healthcare IT Leaders – Here’s What We Learned

Businesses and Organizations in the U.S. Healthcare Industry are arguably subject to the most stringent data privacy and security laws on the planet. If you’re a Healthcare IT leader involved in compliance efforts – we certainly sympathize with you. Recently, Aaron McIntosh and I held a webinar on HIPAA Compliance for 2017 and Beyond in partnership with HiMSS – a 60,000+ member not-for-profit organization dedicated to improving healthcare through the best use of IT1. Our aim was to improve Healthcare IT leaders’ understanding of HIPAA in the context of the trends, breaches and common compliance issues we’re seeing across the industry so far in 2017. But it turns out that we gained far more insight than we shared with our audience of more than 140+ IT and Compliance leaders.