Extreme Networks
Company: Extreme Networks, Salem, NH
Entry Submitted By: Racepoint Group
Company Description: Extreme Networks, Inc. sets the new standard for superior customer experience by delivering network-powered innovation and best-in-class service and support. The company delivers high-performance switching and routing products for data center and core-to-edge networks, wired/wireless LAN access, and unified network management and control.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - Business Services Industries
Nomination Title: Contact Center of the Year: Extreme Networks
Tell the story about what this nominated contact center achieved since the beginning of July 2012 (up to 525 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:
Extreme Networks prides itself on always putting the customer first, with a unique company culture centered around the mantra, “There is nothing more important than our customers.” This mentality has proven to boost internal enthusiasm and company morale, allowing us to better service our more than 12,000 customers in 80 countries.
The way we provide best-in-class service and support to our customers separates us from all other network vendors, which is evidenced by having the highest customer satisfaction rate in the networking industry. Extreme Networks believes making our product experts directly available to customers enables for faster resolution to issues. Below are several statistics about our Global Technical Assistance Center (GTAC):
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We also offer a GTAC Welcome Program to all new customers to provide them with the information they need to fully take advantage of the benefits the program has to offer. This includes proactive firmware notifications, GTAC management contact information, customer-generated detailed reports and best practice recommendations. In addition, our customer-focused community, The HUB, provides a self-service mechanism for our customer and partners to work with each other to solve issues and answer questions, all while having access to Extreme Networks GTAC product experts.
Extreme Networks utilizes a variety of applications including Salesforce CRM, Chatter and a “How To” video series where customers are able to hear first-hand from GTAC on how to troubleshoot common networking issues. We recognize that customers don’t always want to pick up the phone to call technical support, which is why we offer a variety of contact options, including a customer portal, web forms, email and social media. Furthermore, Extreme Networks utilizes advanced predictive analytics to provide unparalleled proactive customer service. Using a weighted sum algorithm based on customer contact, type of contract (case, escalation and RMA trending), as well customer sat scores and history, we can proactively predict customer satisfaction and alert the appropriate management team to take proactive measures when necessary.
Provide a brief (up to 125 words) biography about the leader(s) of the nominated contact center:
Mike Lytle is Director of Global Technology Services and Operations at Extreme Networks. He is primarily responsible for managing the engineering support operations within the company’s award winning Global Technical Assistance Center (GTAC). Lytle’s other responsibilities include managing service and support operations for both North American Federal accounts as well as the entire Asia Pacific geography. Coming to Extreme Networks from legacy Enterasys, Lytle has been employed at the company for nearly 23 years. He is also a reputable social media influencer and was ranked #25 of the Top 100 Most Social Customer Service Pros on Twitter and was listed #17 of the Top 60 Customer Experience Influencers.