Aruba Networks, a provider of 802.11n wireless LANs and secure mobility solutions, reportedly announced that its Customer Advocacy Group has been honored with Fall 2009 STAR (News - Alert) Award for Service Excellence in Continual Improvement category from the Technology Services Industry Association, or TSIA.

 

Technology Services Industry Association is a merger of various professional organizations, including the Association for Services Management International, the Service and Support Professionals Association and the Technology Professional Services Association. It encompasses more than 50,000 members from 300 companies in 80 countries.

 

According to TSIA, its STAR Awards identify those technology companies that display exceptional leadership, innovation and commitment towards service and support methodology and delivery. This service excellence award is issued in 12 different service categories.

 

Officials with Aruba Networks (News - Alert) said in a press release that the company received TSIA’s 2009 STAR 'Continual Improvement' award, which was distributed this fall season. The Continual Improvement award, in particular, is presented to a company that has demonstrated exceptional service levels and customer satisfaction for three or more years, with year-over-year improvements as well as a plan already in place for continual improvement in the future.

 

"This award acknowledges that Aruba Networks has been honored by its peers for providing world-class support as one of the best in the business," Stephen Smith, chief financial officer and chief information officer for TSIA, said in a statement.

 

TSIA officials said in a press release that the Continual Improvement category judges the applicants on seven criteria, such as - customer support center responsiveness; Web self-service/knowledge base; product supportability; proactive service offerings; service quality improvement programs; customer impact; and business impact.

 

In order to qualify for the Continual Improvement category, the applicant company should have demonstrated continual improvement for more than two- to three-year period. In addition, it should provide customer satisfaction statistics for six quarters.

 

Aruba said that it has workforce of more than 80 customer advocacy engineers, one Global Frontline Technical Assistance Center, and nine Global Escalation Technical Assistance Centers in the United States, the United Kingdom, France, UAE, Japan, China, and Australia.

 

Moreover, Aruba provides technical support 24 x 7 x 365, and a live operator handles its calls, within ten seconds. Additionally, phone, e-mail, Web, chat, and on-site support are also offered to customers, company officials said.

 

"The drivers of our continuous improvement processes are our world class teams, technology expertise, and strictly enforced best practices and procedures," Jagdeep Singh, head of customer advocacy, Aruba Networks, said in a statement. "Our overall performance against expectations has improved 33 percent over a three-year period, and 90 percent of customers surveyed were satisfied with our service and support. This contrasts with a 77 percent rating for our peers, and a 78 percent rating for the industry as a whole. By any measure we are delivering best-in-class support, an achievement recognized by the STAR Award."