| Paul Harvey accepts post as Director of Customer Services | |
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At Livingston Enterprises, we know our support services are critical to our customers' successful day-to-day operations. That's why we are especially pleased that Paul Harvey accepted his new position as Director of our Customer Services organization in February of this year. "Paul comes to us with more than 20 years of experience in field and corporate customer support roles," explains Livingston's CEO, Steve Willens. "As Director of Worldwide Customer Services for Amdahl Corporation in Sunnyvale, he worked in a UNIX/UTS environment on hardware platforms that included everything from mainframes to client-servers. Most recently, Paul defined and implemented an initiative that achieved a 97% customer satisfaction rating. I'm convinced that Paul's solid understanding of both the strategic and tactical delivery of high quality customer support will be a major factor in the continuing growth of our business." When asked why he decided to accept Livingston's offer, Paul said, "I like the company culture--the way everybody interacts as part of a team to solve problems. I knew right away this was the kind of working environment where I could really put my skills to work on building on a world-class Customer Services organization." And what, specifically, does Paul have in mind? Immediately, he has two major objectives:
In the face of the growing complexity of InterNetworking Systems networks, Paul sees a modular approach as the best way to make sure Livingston uses its Customer Services resources efficiently, "On any given day," he explains, "we can have customers calling in for help with everything from easy-to-fix hardware failure problems to complex routing issues caused by the migration to new features like OSPF. In this environment, it just doesn't make sense to have every technical support person trying to be all things to all customers." In the months to come, Paul will be working closely with Livingston's training organization to acquire the focused knowledge needed to deliver specific customer support requirements. At the same time, he is closely monitoring incoming customer support requests to identify those problem areas where specialized teams will be needed the most. His plan will result in continuous improvement in the speed and precision of how Livingston responds to customer needs. "We're committed," says Paul, "to providing the best customer support for the best InterNetworking Systems products in the industry." |
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