Service and Support with a Global Perspective: A Q&A with Adebo Odusina, Service and Support Director for EMEASM

Catalyst: Empirix helps organizations adopt complex communications solutions with confidence. How do the efforts of you and your team align with this goal?

Adebo Odusina: Once a sale has been made and a customer has integrated Empirix solutions into their infrastructure, the Empirix support organization becomes the side of Empirix the customer “sees.” This means that it is up to us to build on and enhance the relationship already established between the sales team and the customer.

We take this responsibility very seriously, and make it our goal to ensure customer satisfaction. Customers must have the information and support they need to be confident in the capabilities of their Empirix solution and confident in the answers and assistance they’ve received from us. To support this goal, we work diligently to be accountable and consistent, and to ensure that every customer contact—whether by phone or by e-mail or by some other means—is of high quality.

C: What is your specific role in the Empirix support organization?

A.O.: I manage Empirix’s team of service and support engineers, who work with our voice application testing and monitoring customers across Europe, Middle East and Africa. We partner with customers to address all of their concerns, from issues with day-to-day operations to more complex projects, such as major upgrades.

C: Empirix is committed to delivering superior support to all customers, yet your team services EMEA, which represents a large—and diverse—geographic region. How do you and your team work to meet your goal of ensuring customer satisfaction across a region of this size?

A.O.: The challenges and problems that customers face are similar, regardless of their location, and our team is highly trained to deal with the concerns of all our customers.

The diversity of the EMEA region becomes more evident—and more important—in the way in which we work with our customers, and this is where I believe Empirix stands out in terms of the level of customer service we provide.

Beyond obvious concerns, such as ensuring that the requirements of customers across different time zones are met, our team understands that customers in each region, even in each individual country, have different expectations as to what customer service is. In some countries where the customer is less technical, for example, we are expected to take a very hands-on approach, while in other regions where customers have technical expertise, they care more about our responsiveness and efficiency.

We understand our customers’ requirements and because our team shares our mission, we work consistently to meet them. Our customers come first, and as I’ve said, ensuring customer satisfaction is our goal.

C: You have an extensive background in customer service and support. How have you seen support offerings evolve over time?

A.O.: Technology and product offerings have grown more and more complex over time. This has meant that the way we support our products has needed to evolve and change as well.

Empirix has always been committed to delivering superior support. When technology was less complex, support offerings could be more generic, but now our approach must be more customized to accommodate the complexity of the products and the requirements of our customers.

C: How can Empirix customers reach you and the technical support team?

Our support Website provides phone numbers and email addresses customers can use to contact Empirix customer support teams around the globe.

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