Today’s final presentation was delivered by Gregory Smith. If you’ve had an escalated support event within the last 5 years in the EMEA region, you’ve talked to Greg.
Greg was our Customer Care representative for EMEA and has recently moved on to become the EMEA Service Account Manager.
Greg did a great presentation on where customers can find the information they need and what information/files to provide to help us resolve their issues faster. He discussed the challenges that are faced with support on a global level and within a global company where authors and end-users are widely dispersed.
He also gave an overview of how the ANCILE SAM’s coordinate and facilitate a quick expedition of technical support tickets.