Archive for December, 2012

XYPRO – Investing in our Customers

Monday, December 17th, 2012
To quote Jimmy Treybig at the 2012 HP NonStop Advanced Technical Bootcamp:  “The customer/vendor relationship is special.  What matters most is what the customer thinks.”
XYPRO was started by former Tandem Analysts and the philosophy that guided them to form XYPRO, still guides us today – 30 years later.
At XYPRO Technology Corporation, we are very proud of our reputation as the market leader in HP NonStop server security, audit, and compliance solutions. We are also proud of our reputation as a leader in support services.  Regardless of where you begin your support request, whether via email, our web site, or from a telephone, your needs are immediately acknowledged.
The mandate of the XYPRO Support team is to provide effective, high-quality support services to our customers.  In the last few years we’ve made some key investments in our Support Infrastructure to ensure we remain a leader in this area. Below is a summary of some of the tools put in place to improve the customer experience.
Cloud Based CRM
In the fall of 2010 XYPRO converted to a cloud based CRM (Customer Relationship Manager) solution to handle customer support cases. The CRM solution chosen is certified under the TRUSTe® Privacy Program ensuring the protection of customer information.
By going to a cloud based solution the support team is able to interact more closely with the sales department, providing a complete picture on the activity of their customer accounts. The support agents can securely access their customer cases from anywhere  encouraging quicker response times and easier information gathering.
Web Portal
Using a cloud based CRM means we can implement a customer support web portal that empowers customers to open, close, and review the status of their cases without the need to request a list from the XYPRO Support team.  Conveniences like this are just the tip of the iceberg and the  portal will allow for this and much more.  The portal is expected to go live in early 2013.
While XYPRO embraces technology and advancements in communication.  We also hold on to tried and proven methods like interaction with a live person.  When you call XYPRO for support, you are greeted by a real person who will work to understand your needs and be able to assist you or ensure you are connected to someone who can.
Global Support  – Always Available
XYPRO’s support team is available 24/7/365 and we have support team members located around the world.
While the bulk of the support team is located in our Southern California Headquarters, XYPRO has technical support staff located in the UK, Eastern USA and South Africa.   XYPRO’s Australian Subsidiary, XYPRO Technology pty Ltd includes a support team in Melbourne, Australia covering the APAC regions.
Our support staff is knowledgeable and trained in all XYPRO software.  Most have come to us with extensive security and HP NonStop experience. The XYPRO support group is a real team.  They collaborate internally and interdepartmentally to provide you with an efficient, effective, and quality support experience.
XYPRO is committed to your success.  Our team is comprised of people just like you with prior experience working in environments like your own, allowing us to fully appreciate the mission critical nature of your business.  It is not uncommon for members of our support team to participate alongside our customers in highly sensitive and visible cases, even when XYGATE is not at issue, just to ensure that we are immediately available should the need arise.
XYPRO’s success as a company relies on the success of your company.  We recognize this symbiotic relationship and endeavor to continually maintain and improve upon this model.

To quote Jimmy Treybig at the 2012 HP NonStop Advanced Technical Bootcamp:  “The customer/vendor relationship is special.  What matters most is what the customer thinks.”

XYPRO was started by former Tandem Analysts and the philosophy that guided them to form XYPRO, still guides us today – 30 years later.

At XYPRO Technology Corporation, we are very proud of our reputation as the market leader in HP NonStop server security, audit, and compliance solutions. We are also proud of our reputation as a leader in support services.  Regardless of where you begin your support request, whether via email, our web site, or from a telephone, your needs are immediately acknowledged.

The mandate of the XYPRO Support team is to provide effective, high-quality support services to our customers.  In the last few years we’ve made some key investments in our Support Infrastructure to ensure we remain a leader in this area. Below is a summary of some of the tools put in place to improve the customer experience.

Cloud Based CRM

In the fall of 2010 XYPRO converted to a cloud based CRM (Customer Relationship Manager) solution to handle customer support cases. The CRM solution chosen is certified under the TRUSTe® Privacy Program ensuring the protection of customer information.

By going to a cloud based solution the support team is able to interact more closely with the sales department, providing a complete picture on the activity of their customer accounts. The support agents can securely access their customer cases from anywhere  encouraging quicker response times and easier information gathering.

Web Portal

Using a cloud based CRM means we can implement a customer support web portal that empowers customers to open, close, and review the status of their cases without the need to request a list from the XYPRO Support team.  Conveniences like this are just the tip of the iceberg and the  portal will allow for this and much more.  The portal is expected to go live in early 2013.

While XYPRO embraces technology and advancements in communication.  We also hold on to tried and proven methods like interaction with a live person.  When you call XYPRO for support, you are greeted by a real person who will work to understand your needs and be able to assist you or ensure you are connected to someone who can.

Global Support  – Always Available

XYPRO’s support team is available 24/7/365 and we have support team members located around the world.

While the bulk of the support team is located in our Southern California Headquarters, XYPRO has technical support staff located in the UK, Eastern USA and South Africa.   XYPRO’s Australian Subsidiary, XYPRO Technology pty Ltd includes a support team in Melbourne, Australia covering the APAC regions.

Our support staff is knowledgeable and trained in all XYPRO software.  Most have come to us with extensive security and HP NonStop experience. The XYPRO support group is a real team.  They collaborate internally and interdepartmentally to provide you with an efficient, effective, and quality support experience.

XYPRO is committed to your success.  Our team is comprised of people just like you with prior experience working in environments like your own, allowing us to fully appreciate the mission critical nature of your business.  It is not uncommon for members of our support team to participate alongside our customers in highly sensitive and visible cases, even when XYGATE is not at issue, just to ensure that we are immediately available should the need arise.

XYPRO’s success as a company relies on the success of your company.  We recognize this symbiotic relationship and endeavor to continually maintain and improve upon this model.

Robert Massa
Customer Support Manager
XYPRO Technology
Robert_m@xypro.com

PCI Europe 2012

Thursday, December 6th, 2012
PCI Europe 2012
We had a fantastic time at the Dublin based PCI show. The level off attendance was higher than expected, which along with a very well
put together agenda and some very nice networking events, made for an excellent few days on the emerald isle. One of the agenda
highlights for me was Mark Gallagher’s presentation that looked at Risk Management in Formula One. Although a far cry from the
usual finance and banking look at PCI and Risk, the principles were most definitely the same. We had some great conversations with
attendees regarding the current status of their PCI projects and it definitely underlined that XYPRO and its suite of compliance and
encryption solutions, is supplying the functionality that people are looking for. The final evening networking event at the Guinness Brewery
in central Dublin was superb and I would recommend it to anyone visiting this vibrant city. –  Sean Bicknell
We had a fantastic time at the Dublin based PCI show. The level off attendance was higher than expected, which along with a very well put together agenda and some very nice networking events, made for an excellent few days on the emerald isle. One of the agenda highlights for me was Mark Gallagher’s presentation that looked at Risk Management in Formula One. Although a far cry from the usual finance and banking look at PCI and Risk, the principles were most definitely the same. We had some great conversations with attendees regarding the current status of their PCI projects and it definitely underlined that XYPRO and its suite of compliance and
encryption solutions, is supplying the functionality that people are looking for.
The final evening networking event at the Guinness Brewery in central Dublin was superb and I would recommend it to anyone visiting this vibrant city.
-  Sean Bicknell