SOURCE: Strategic Technologies

March 17, 2005 09:08 ET

Strategic Technologies' Strategic Customer Care Achieves Milestone

CARY, NC -- (MARKET WIRE) -- March 17, 2005 -- Strategic Technologies announced that its Strategic Technologies Online Response Module (STORM) recently celebrated 10 years of tracking customer cases and supported assets. STORM is Strategic Technologies' customized implementation of Remedy's (a BMC Company) AR Server, Help Desk, and Asset Management applications. Through this system, the Strategic Customer Care (SCC) team has opened over 30,000 cases and is currently tracking over 15,000 supported assets for customers. SCC diagnoses and resolves IT problems by offering multiple levels of support -- from proactive, mission-critical service to basic, self-service maintenance. Strategic Technologies' experience includes comprehensive support for Sun Microsystems (Strategic Technologies recently participated in Sun's Help Desk Accreditation Program and met Sun's operational readiness requirements by receiving a perfect score of 100%.), VERITAS, StorageTek, BMC, Brocade, and others.

Jamey Crumpler, operations manager at Strategic Technologies, said, "Strategic Customer Care is very proud of our major milestone. Having used the same tool to track customer cases for such an extended period of time has allowed us to evolve and refine our internal knowledge database; this provides us with information that we rely on as part of our initial triage method to quickly resolve customer issues, thereby minimizing the impact of downtime. It underscores one of the major reasons that customers come to Strategic Customer Care when they have technical support issues."

In addition, Strategic Technologies recently offered an online survey to its customers, which allowed them to comment on SCC service levels. Over 95% of surveyed customers cited "timely resolution" and "knowledgeable staff" as the most critical aspects of SCC support services. Over 97% of those surveyed ranked "engineer professionalism" and "engineer knowledge" as exceeding expectations. A large telecommunications company added the following comments in the survey, "Strategic has been a Class-A partner for us, coming through when others have failed. They have gone the extra mile to help us meet last-minute deadlines and they have keep abreast of our business needs as our company has grown and needs have changed. We consider them a valuable, vital partner."

About Strategic Technologies

Strategic Technologies ( is a leading advisor and integrator of business and technology with headquarters in Cary, North Carolina, and offices throughout the eastern United States. The Company serves its clients' business-critical needs by providing the strategy, architecture, development, integration, deployment, and operational support of complex technology solutions that transform visions to value. By leveraging its industry knowledge and technology expertise, Strategic Technologies integrates processes, technology, information, and people in ways that speed up and improve business, reduce costs, maintain regulatory compliance, and leverage information throughout the enterprise.

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