At the Technology & Services World Conference, Huawei Enterprise received the prestigious Rated Outstanding Assisted Support EMEA certification from TSIA. According to the TSIA, The Rated Outstanding Assisted Support EMEA certification, shows that Huawei meets the highest industry standards for Customer Support for their EMEA Enterprise operations.
To receive the certification Huawei participated in a rigorous audit process that evaluated over 140 best practices for delivering industry-leading technical support. The comprehensive audit process was developed by over 50 leading technology companies.
Auditors conducted a thorough onsite inspection of Huawei’s EMEA Enterprise organisation and processes, reviewing important procedures and inspecting support outcomes. After the evaluation was complete, TSIA determined that Huawei’s assisted support processes exceeded industry benchmarks.
The designation is further evidence that Huawei customers can rely on the company to deliver superior technical support including how it effectively handles phone, email, chat, and online support submissions.
“We are honoured to recognise and congratulate Huawei Enterprise Group for the achievement of the TSIA Rated Outstanding Assisted Support EMEA certification this year,” said Tom Pridham, SVP Global Accounts & GM Advisory Services at TSIA.
“Huawei has clearly demonstrated an ability to consistently exceed customer expectations by leveraging the excellence in people, processes and technology for their EMEA region assisted technical support interactions.”
As the only Chinese company that has obtained this certification, Huawei is well known for its enterprise technology services. The global service sharing center (GSC) supports industry customers with six channels, e.g. hotline, email, technical support website, mobile app, social media (WeChat), and B2B.
Three global service centers (GSCs), five RTACs (regional technical support centers) and four CTACs (country technical support centers) are deployed globally, providing services in 17 languages, 7×24 TAC support services, and provide NBD (next business day) or hour-level spare parts delivery and on-site support services.
Huawei has more than 1000 spare parts warehouses to support spare parts services in more than 170 countries/regions. The major cities in 66 countries/regions can provide four hours of spare parts delivery.
At the same time, the Middle East Africa TAC, Asia Pacific TAC, and Eurasia TAC of Huawei Enterprise Service won the “Support Personnel Center of Excellence” certification at the conference. This is the industry’s affirmation of the continuous innovation and practice of Huawei Enterprise Service in the service of global technical support personnel, and the provision of high-quality customer service experience.
At this point, the technical support centres of Huawei Enterprise Service oversea (except China) have been all certified by TSIA Support Staff Excellent program, and will provide consistent and high-quality technical support services for overseas customers.
“This important certification is a reflection of our unrelenting focus on the customer in every aspect of our business. Support is an essential part of the Customer Experience, and this certification shows that our assisted support capabilities are amongst the best in the industry,” said Mr. Sun Maolu, President of Huawei Enterprise Technology Services.
“We are determined to do even better and constantly improve our service and provide more value to our customers and partners”.
TSIA is a research and advisory firm, based in California, United States, on a mission to help technology companies strategically leverage services to drive profitable growth.
