Company: Secure Computing Corporation
Company Description: Secure Computing (Nasdaq: SCUR) has been protecting the most important networks in the world for over 20 years. With broad expertise in security technology, we develop network security products that help our customers create a trusted environment both inside and outside of their organizations. For more information, see http://www.securecomputing.com.
Nomination Category: Team Awards Categories
Nomination Sub Category: Best Support Team

Nomination Title: Secure Computing's Technical Support and Service Team

Tell the story about what this nominated team achieved in the past year (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:

Secure Computing Corporation, experts in protecting the most important networks
in the world, makes every effort to provide our customers with exceptional
customer service.  Secure’s technical support program, SecureSupport®, is tailored to meet the needs of its diverse customers. SecureSupport offers unlimited 24 x 7 worldwide telephone, Web and email access support from highly qualified technical support engineers. Secure’s Technical Support Center Web site provides useful
information on all of Secure’s products. Secure strives to maintain a competitive
edge to better service our customer's worldwide.

With the acquisition of Gauntlet in 2002 and N2H2 in 2003, Secure realized
changes were required in its support organization to better handle the needs of its
current and acquired customers. Secure identified areas for continuous improvement to better serve its customers. Through investments in support, staff training, phone system and database management enhancements, Secure addressed the needs of their customer support clients.

Secure realized that a reduction in hold times would improve customer response.
They increased headcount by 50 percent since 1999; which in turn has reduced
average hold times to below 30 seconds and worked to resolve the customer’s
problem quickly and correctly.

Secure Computing has reconstructed their customer support phone architecture,
integrating CRM solutions that allow for the identification of the customer and their
support entitlement.  Implementation of advanced customer support staff training
for products and the CRM tool, which resulted in improved call closure, increased
live answer and increased customer satisfaction.

Secure transitioning to Epicor’s eFrontOffice which integrated with Secure’s sales
department database to provide a complete customer history for more effective
customer interaction.

Another initiative in which Secure Computing has heavily invested is a historical
support tracking area. In particular, the company has created a secure portion of
their website, where customers can login to track the status of their trouble
tickets, and to view the commentary generated by the support staff. This
commentary has reportedly reduced support calls, as customers can simply
remind themselves of how a previous problem has been solved by viewing previous
trouble tickets in lieu of creating a new trouble ticket.

In September 2003, an independent survey conducted by SERVICE 800, Inc.
revealed a high level of satisfaction with Secure’s technical support. Customers
who participated in the survey gave Secure’s technical support high rankings in the
areas of technical ability, professionalism and overall service. Additionally,
customers rated Secure’s technical support above average compared to other
support organizations in the industry. Our SecureSupport received a 4.5 of 5.0 for
technical ability and 4.8 of 5.0 for professionalism.

In March of 2002, Frost & Sullivan recognized Secure for excellence in customer
service leadership based on these recent initiatives to improve support for Secure’s
worldwide customers.

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]:

http://www.securecomputing.com/index.cfm?sKey=178
http://www.securecomputing.com/index.cfm?sKey=832
http://www.securecomputing.com/archive/press/2003/sep23,03.htm
http://www.securecomputing.com/archive/press/2002/mar21,02,frost.htm
http://www.securecomputing.com/archive/press/2002/mar21,02.htm

Provide a brief (up to 100 words) biography about the leader(s) of this nominated team:

Gary Bibeau
Vice President of Support and Services

As vice president of support and services, Mr. Bibeau manages development,
deployment and training of the technical support and services.

With over 17 years experience in the high tech industry, Mr. Bibeau has held
positions in engineering and product management.