Leverage Your Support Organization as a Competitive Weapon and Set Yourself Apart

Customer satisfaction is your mission – are you using the most effective processes and tools? Learn how to unleash the full revenue potential of your support group, significantly cut costs, increase your ability to resolve customer issues on the first attempt and deliver exceptional customer service.

Watch this Webinar to hear Guest Speaker Matt Healey, Senior Analyst at IDC, share industry research on remote support. You will also hear from Andre Angel, President and CEO of NTRglobal, a leading provider of remote support solutions for over 10,000 organizations talk about the advantages of remote support and how these technologies can improve customer experiences and help differentiate your organization from the competition.

You will also learn:

• How remote support can reduce support costs while delivering a better support experience for your customers.
• How to maximize the productivity of your technical consultants while gaining a competitive edge.
• Find out about NTRsupport - The award winning SaaS and Server Software Solution.

Presenter

Matt Healey

IDC Senior Analyst

IDC

Matt Healey is a senior research analyst for IDC's Software and Hardware Support Services and Network Life-Cycle Services programs. In this role he focuses on worldwide support services for hardware and software. IT hardware includes servers, storage, client devices, networking equipment, and peripherals. Software includes operating systems, databases, applications, and system software. Mr. Healey provides actionable intelligence and advice that assists software and hardware vendors in developing, marketing, and delivering support services. Additional areas of expertise include software and system support, high-availability and mission-critical support services, and channel and partnering strategies.

Matt Healey has an M.B.A. from Carnegie Mellon University, with concentrations in Marketing and Finance, and a B.Sc. in physics from Rensselaer Polytechnic Institute (RPI). He is located in IDC's Framingham, Massachusetts office.

Andre Angel

President/CEO

NTRglobal North America

Andre Angel is a seasoned technology business executive with a broad background leading startups as well as major initiatives for global brands. Prior to joining NTRglobal North America as president and CEO, he served as the CEO of CODEKKO Software, a leader in server and application performance. Before that, he transformed Expertcity into a profitable enterprise solution provider, acquired by Citrix, and was CEO of ElasticEdge, acquired by BackWeb. Earlier in his career, he held top positions at Nortel, including Global VP of Sales and Marketing, CIO of Nortel’s Service Providers, a $17 billion division, and General Manager of Nortel’s Professional Service Business. Andre holds an EE degree from the University of Toronto.

Moderator

Erik Linask

Associate Editor,

Technology Marketing Corporation

In addition to his work with TMC’s IP Communications publications, Erik is a contributor to TMCnet.  Prior to joining the TMC team, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.