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"It's not enough to put good products out there. You have to be ready to support them. The success of any installation depends just as much on support as it does on the product." — Wayon Blair

Customer Service: Ingenuity Saves the Day

Sometimes the strength of a business relationship hinges on customer service — and nowhere is this principle better exemplified than by Razia Nazmi and Wayon Blair, CA Support Representative and Sustaining Engineer, respectively. Working together, this team managed to quickly solve a critical issue — not only saving the day, but strengthening the customer's overall view of CA.

According to Nazmi, the problem began after the installation of a CA storage solution aimed at greatly improving management of complex data storage environments. Because of an unforeseen bottleneck in a disk array, critical data collection was slower than expected. A function crucial to daily reporting was, itself, taking more than a day, making timely decisions about data storage and space allocation impossible. Working quickly, Blair, Nazmi and the CA storage team devised a remedy: an ingenious, code-level work-around involving changes to both the CA and disk array software. The result: data collection time was cut to less than two hours — a more than tenfold improvement. This enabled CA's solution, CA Storage Resource Manager, to do what it does best.

Citing the team's exceptional response — "this is the type of communication and support we appreciate" — the client sent a laudatory note and moved forward with a number of other CA contracts. To Blair and Nazmi, however, it was all in a day's work. "That's what we're trained to do — and it comes naturally," says Nazmi. Adds Blair: "It's not enough to put good products out there. You have to be ready to support them. The success of any installation depends just as much on support as it does on the product."

Content posted on: 16 July 2007