Asigra Expands Training and Support Infrastructure to Optimize Delivery of Cloud Backup Platform

Feb 6, 2012

Asigra Inc., a leading Cloud Backup™, recovery and restore (BURR) software provider since 1986, today announced the expansion of its training and support infrastructure. The new capabilities are part of a larger initiative to provide superior support as well as advanced training to partners on a global basis. 

According to International Data Corporation (IDC) research, there is a tight link between training, team skill, and project success[1]. The focus of training is to develop the most superior workforce so that the organization and individual employees can accomplish their work goals in service to customers. Training and Development is the framework for helping employees to develop their personal and organizational skills, knowledge, and abilities.

“Over the past twelve months we have been engaged in significant training and support investments, ranging from the expansion of our service center to an increase in support professionals,” said Sean  Leclair, Director of Technical Services and Support, Asigra, Inc. “Training is the cornerstone of our relationship with partners, so we have been working hard to provide them  with greater flexibility on how they engage with us whether it is through online training, in-class instruction, or education at our new U.S. training facility.”

As part of a company-wide initiative focused on enhancing the user experience, advancements to the company’s training and global support initiatives include:

  • Doubling of the facilities dedicated to the support organization dedicated to problem resolution of Level 3 support cases
  • Deepening of the Asigra customer support team with a 40% increase in trained staff and senior-level support professionals added over the past twelve months.
  • E-Learning systems for end user and managed service provider training flexibility with the added opportunity for partners to offer co-branded training as part of their service offering to their customers.
  • Revamped and newly created materials for Level 1 and Level 2 training with more emphasis on a hands-on approach versus theoretical instruction.
  • Introduction of a new U.S.-based authorized training facility. The centrally located training center will expedite Asigra partner readiness and reduce training costs. As a result, partners can attend training in the UK, Canada or the USA depending on their geographic location and preference.

“Having support resources available when end-users have a question that requires vendor input will help increase responsiveness, enhancing the customer experience,” said Asigra Hybrid Partner, Glen Kaemmer, Director of Technology Solutions at Business Data Records Services. “Businesses using cloud backup services powered by the Asigra platform can expect prompt responses to their inquiries regardless of the time of day, giving them greater peace of mind.”

"Asigra's strong technology set and wide partner ecosystem are now complemented by some important enhancements that should significantly benefit their customers worldwide, " said Jason Buffington, Senior Analyst, Enterprise Strategy Group.  "Asigra continues to lead the way in cloud-based backup, now with training offerings to accelerate adoption and make backup-as-a-service more accessible to mainstream environments that are looking to get out of the backup business.  Meanwhile, Asigra's 'follow-the-sun' support model demonstrates their continued commitment to enabling and adding value to and through their partners' service offerings."

“Asigra’s move is appreciated as it provides greater convenience for us and our customers, making everyone’s job that much easier,” said Matt Collins, Operations Manager of Datotel an Asigra Hybrid Partner. “While already a fan of Asigra’s software platform, we can now offer a higher level of customer service that outpaces our competition.”

“Proper training and support are core components of success in this business,” added Leclair. With our offering in these areas customers can expect a seamless experience whether they are a new service provider or large multi-national enterprise. “Exceeding customer expectations is always our goal and these additions mark another step forward in the growth of the company.”

[1] IDC, Impact of Training on Project Success, 2011, http://www.idc.com/getdoc.jsp?containerId=229054

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