CenterBeam Expands Client Support Staff 50%

"CenterBeam’s clients are supported by IT professionals with more than three years of experience and many have at least one Microsoft professional certification," said Kevin Francis, CenterBeam's president and chief executive officer. “Staffing frontline positions with such senior professionals means each member of the staff can solve more problems faster for more people.”

If a problem needs to be escalated, CenterBeam leverages its engineering staff in Saint John and San Jose, California which has multiple technical certifications. As part of today’s news, CenterBeam is announcing it is streamlining its escalation process based on the result of a Lean Six Sigma quality programs coordinated by CenterBeam's in-house Lean Six Sigma manager. 

Microsoft and CenterBeam's Strategic Relationship

Microsoft recently named CenterBeam a Gold partner in recognition of CenterBeam's management and technical expertise. This puts CenterBeam in the top four percent of Microsoft’s partners worldwide. Weeks later, Microsoft awarded CenterBeam its “Winning On Value” award based on its outstanding sales growth and superior customer satisfaction. Clients benefit from CenterBeam’s strategic relationship with Microsoft and its most senior engineers. “CenterBeam leverages this relationship to better serve our clients,” said Francis. “One result, for example, is CenterBeam clients are kept up to date with tested patches at least as fast as any large enterprise and much faster than the vast majority of businesses in the North America.”

Keeping PCs constantly configured and managed to best industry practices is an example of CenterBeam's proactive service. Compared to research published by Gartner, CenterBeam clients need support at about 30% of Gartner’s predicted rate.  “CenterBeam’s proactive support is the reason our clients have far fewer problems in the first place,” said Francis. “Our engineering staff is focused on designing out the common problems discovered by our Express Access team.” 

"CenterBeam has never scored below 95% in customer satisfaction,” Francis said. “We work in a constantly evolving field that’s filled with ever-rising expectations.  CenterBeam leverages people, technology, automation and quality management to deliver unprecedented customer satisfaction. The word is spreading. CenterBeam doubled its clients in 2004, and 2005 sees continuation of this growth. CenterBeam is embracing its growing number of clients with expert support engineers and an even faster path to solution.  Business is good at CenterBeam because doing business with CenterBeam is good for our clients."

CenterBeam’s success regularly attracts the attention of important opinion makers such as leading IT industry analyst Gartner. Gartner has published a case study on the CenterBeam service and cited CenterBeam’s innovative approach when the firm named CenterBeam one of the “Cool Vendors” in IT management. A book by Cisco Press, The Business Case for Virtual Business Processes, includes a case study of CenterBeam as an example of how companies can use IT outsourcing to reduce costs, improve efficiencies, and focus on their core business. Most recently, the prestigious KIRA award was presented to CenterBeam for its achievement and to Kevin Francis for his industry leadership.