3Com Introduces Premier Services for Enterprise Customers

Strategic Insights -

3Com Corporation, a leading supplier of data, voice, and video communications technology, has announced the launch of Premier services, a new level of personalized service and support designed to meet the unique needs of large enterprise customers. This premier service offering builds on 3Com's existing Guardian and Express services, providing a dedicated team of technical support engineers, live 24x7 telephone support, and regular on-site meetings to ensure seamless network operations.

Key Takeaways:

  • 3Com's Premier services cater to the critical business needs of large enterprise customers, providing a high level of service and support.
  • The new service offering includes a designated team of technical support engineers, live 24x7 telephone support, and a designated administrative support team to guarantee personalized handling of contracts and parts replacement.
  • Premier Guardian services include a designated local technical account field manager who supervises service provisioning and is a direct contact for ongoing service communications.
  • Key metric reports, including case status, case resolution, and dispatch performance, are provided to ensure accountability and goals are met.
  • Pricing for Premier services ranges from 18-20 percent of product list price, and is individually calculated based on service delivery response times.

Statistics:

  • According to Chu Chang, vice president and general manager of 3Com Enterprise Customer Service division, 3Com's customers deserve the reassurance that their networks will run at optimal performance, reliably supporting mission-critical functions.
  • Premier services provide a dedicated support team that shares in the customer's accountability and goals, fostering a closer business relationship between 3Com and its customers.
  • 3Com's Customer Service Organization has implemented a range of secured on-line tools, including Web-based customer profiling, network topology maps, and contact listing, to ensure high responsiveness to individual customer support needs.

Sources:

  • "3Com Corporation, Santa Clara, California - Vernier Network Systems - Showcases Monitoring and Analysis Equipment at Datacenter Featured Conference" ( BUSINESS WIRE, April 28, 1998 )
  • 3Com Corporation press release (April 28, 1998)
  • 3Com Corporation Website (www.3Com.com)