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OS/2 Shareware BBS: 16 Announce
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93121702.psp
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1994-04-17
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IBM SOFTWARE PROGRAM WINS STAR AWARD FOR HIGH-VOLUME SUPPORT
December 16, 1993
The Software Support Professional Association (SSPA) has named IBM's
Personal Software Products (PSP) service and support department as a
co-recipient of the Software Technical Assistance Recognition (STAR)
award for best support in the high-call volume category.
The annual STAR award recognizes excellence in four categories of
software customer support services: sustained performance, high-call
volume, most improved and complex support. As stated in the INEWS
notice yesterday in this category, winners are selected based on
customer satisfaction surveys by SSPA's advisory committee, which
represents the association's more than 200 corporate members.
The STAR award for high-call volume is given to companies that
provide superior support through more than 1,000 calls a day. The
award is a major victory for PSP's service and support program,
which provides IBM software customers with streamlined access to
voice and electronic support for end-user and client/server
environments.
The service program features a single toll-free support number with
person-to-person transfers for help on more than 100 different IBM
products as well as selected non-IBM products. The program also
provides electronic support through CompuServe, Prodigy, IBM LINK
and Internet. The program was first implemented in May 1993 and
currently handles more than 3,500 calls a day.
PSP's service and support program focuses on availability of
service through electronic media such as CD-ROMs, fax machines
and bulletin boards. The services were designed to provide
customers with enough information to help reduce dependence on
telephone support.
In July IBM was recognized by PC Magazine as providers of
outstanding service and support for OS/2. PSP is a charter member
of the Technical Support Alliance Network, an alliance of 14 industry
leaders formed to work on standards and procedures for handling
multi-vendor service situations.