Posted: 4 Min ReadFeature Stories

Time to Take Symantec Endpoint Support to a New Level - So We Did!

Broadcom Software delivers on improved support

Is your endpoint security robust enough to stand up to today’s attackers? If you can’t answer that question in the affirmative, your organization is living on borrowed time.

But there’s no reason to play Russian Roulette with your security. Even as they find themselves targeted by cohorts of increasingly sophisticated cyber criminals, enterprises nowadays have access to endpoint technologies they could only have dreamed about a few years ago. Symantec, a division of Broadcom Software, is a clear leader in launching innovative technologies that help companies keep their endpoints protected. 

Indeed, as the most recent ATT&CK Evaluations performed by MITRE Engenuity concluded, no other endpoint protection vendor matches this high level of combined protection and detection. The other important part of the story is that we’ve buttressed our customers’ ability to stave off threats by building a global endpoint support organization to make sure their organizations retain the upper hand.

At a high level, the mission we set for ourselves was to make sure that customers were successful using our endpoint products. And that meant best in class, award-winning support on par with the technologies we were putting in our customers’ hands.  

Is your endpoint security robust enough to stand up to today’s attackers? If you can’t answer that question in the affirmative, your organization is living on borrowed time.

As we’ve integrated Symantec’s operations across Broadcom Software over the past year, the resulting support organization has carried out quite a lot of heavy lifting. 

A few highlights:

  • We consolidated operations into a single Support Organization to standardize and provide a globally consistent and improved experience 
  • We revised our Advanced Support Offerings to fit the different needs of our customers and further ensure alignment of a high-touch support model, featuring highly trained experts
  • We expanded our support capabilities globally through a network of certified partners under stringent criteria to enhance speed of delivery and customer intimacy.
  • We invested in Knowledge-Centered Service practices to make solutions more available and easier to find in order to solve issues quicker
  • We refined our Case Advancement Process, with the focus to ensure a direct to solver model, eliminating inefficiencies and improve line of sight into Product Engineering

The consolidation of our support organization paid off with dramatically improved response rates and consistently higher customer satisfaction ratings. A big part of that was due to improved accessibility. We wanted to make sure that our customers were able to open support tickets in various ways, no matter where they were located. Now, we have the ability to submit new incidents around-the-clock while also ensuring continuous support for Severity 1 incidents.

We've also made it easier to escalate problems. If you have a concern about how your expectations for service are being met, you now can engage Broadcom Support management and express your need for increased attention. You can either raise a concern directly in the support case, or for Severity 1 incidents you can simply call into support, and the first available support manager will assist.

We’ve ushered in these changes as we’ve built out centers of excellence in different geographies around the world, stretching from the U.S. to Central Europe, India, Japan, and Australia. On a practical level, it means we now can devolve full ownership of support issues to different regions where local engineers work with customers and solve their endpoint problems in the local time zone and according to regional needs.

Over the coming months, we’ll continue to invest both in our engineering skills and departmental processes to continue making our support organization more and more efficient.

So when we say that Broadcom support is a click or a call away, that’s not hyperbole. This network of coverage means that our people are always available. Support has direct engagement with the security response team and product engineering team, and that results in faster resolution and timely proactive updates. The upshot: we can ensure a consistent experience for customers, no matter where they are in the world.

As I noted earlier, we’ve invested a lot of time and effort to sharpen our response times and improve the quality of customer experience. But support, particularly when it applies to the constantly changing world of endpoint security, can’t remain static. Not if you want to be known as a trusted advisor. Over the coming months, we’ll continue to invest both in our engineering skills and departmental processes to continue making our support organization more and more efficient.

This is the kind of story I love to tell. I've seen huge improvements but we’re not finished.  Stay tuned for more.

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About the Author

Chris Woegerer

Head of Endpoint Security Support

Christian leads the Global Technical Support organization across Broadcom’s Endpoint Security Portfolio. He has dedicated over 20+ years to shape and improve customer support organizations across the tech industry.

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