Double-Take Software
Company: Double-Take Software, Southborough, MA
Company Description: Double-Take is a leading provider of affordable Workload Optimization products that are simple to use and enable IT managers to move, protect, recover and more flexibly run critical IT workloads. We are the solution of choice for 19,000+ customers and was named a winner of the Best of Tech•Ed 2009 award and by SQL Server Magazine for our Double-Take® Move product.
Nomination Category: Support Categories
Nomination Sub Category: Support Department of the Year
Nomination Title: Double-Take Software Support Department
1. Tell the story about what this nominated department achieved since January 1 2009 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Support has long been one of the most important roles in any company. In
today’s “recommendation” society – where a good or bad review of any company or
product is just a mouse click away – the role of the support department has
become even more critical. A company’s standing with a customer is only as good
as that customer’s last experience, and support is often the function hearing
from customers, especially when something isn’t going exactly as planned. This
is why Double-Take Software has worked so hard to maintain a strong technical
support group. The work is paying off; since January 1, 2009, Double-Take
Software’s Support Department has maintained a 94% customer satisfaction rating
and resolved 75%-80% of incoming cases at level 1. Customer satisfaction is the
key element to Double-Take Software’s support team, and customer feedback
enables the support team to continually improve upon their customer
satisfaction and future expectations.
Double-Take Software goes an extra mile for its customers because there is no
better way to get to know what users need more than by supporting them. It's
the bridge into customers’ office lives connecting Double-Take Software to
their businesses. Double-Take Software accommodates its customers’ schedules
with 24/7/365 operating times and after-hours escalation paths. It also
provides customers with supporting documentation on resolutions to their
reported problems, and follows through with each customer to make sure they
have been given everything they need. Double-Take Software’s support department
differentiates Double-Take Software from its competitors; the sales teams
actually sell the support as a benefit to the technology because Double-Take
Software outshines its competitors at such a large scale.
Double-Take Software also offers product and support training to its partners.
Many of its preferred partners provide first-level support or implementation
services to their customers. Double-Take Software provides them with the same
level of training that support personnel receive. Exceptional support is
important to the company and also to the Double-Take Software brand, it doesn’t
matter where the customer purchased the software, they will receive immediate
and proper support no matter what the issue.
Of course, Double-Take Software’s support team efforts don’t stop at the end of
any given support call. Following all resolved cases, the team sends out a
satisfaction survey, asking the customer to rate the service provided. The
management team reviews all survey results; any unsatisfied customers receive
personal attention immediately, allowing Double-Take Software to correct errors
and meet – or exceed – customers’ expectations promptly and efficiently.
2009 was a particularly important year for Double-Take Software’s support team.
In March, the company introduced an entirely new suite of products, requiring
the team to respond with support offerings for each of the additional products.
While all support engineers were trained on all Double-Take products, the
company also trained dedicated product specialists, who would be brought into a
case to deliver a quicker resolution. This has been a contributing factor in
Double-Take Software’s increase in overall customer satisfaction.
2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
3. Provide a brief (up to 100 words) biography about the leader(s) of the nominated organization/department:
Todd Crowder, Director of Worldwide Technical Support for Double-Take Software,
joined the company in March 2000 as the director of worldwide technical
support. Prior to joining Double-Take Software, Crowder served as a field
services manager from 1992-1995, and as the director of professional services
from 1995-2000 for Advanced Microelectronics, Inc., a provider of computer
network consulting services. He is a graduate of Purdue University.