CA's new regional support center receives praise from top customers

The majority of these calls were clarifications on software and solutions usage, and customers across the Arab countries have praised the world-class support received around the clock.

Commenting on the quality of CA's customer support center, Mr. Abdulrahman Alrabiah, telecommunications engineer at Saudi Arabian Monetary Agency (SAMA) IT Department, said, "We are pleased with the customer support team at Computer Associates and want to thank them for their help and valuable support to SAMA. Our experience with the new customer support center has been to our satisfaction and we wish CA more success and growth in the region."

In March 2005, CA invested further by installing a highly advanced technical lab that enables CA's in-house support to reproduce the customer's environment prior to the inquiry and resolve the issue with near instant efficiency. The hardware/software lab also helps the support staff in Lebanon to gain additional valuable expertise by re-creating the experiences that the customer goes through.

"Computer Associates has invested millions of dollars setting up its operations in the Arab countries and this emphasizes our strong commitment to our customers and to the region as a whole," said Bjarne Rasmussen, CA's vice-president of technology services in the Arab countries. "It was imperative that we set up a 24X7 support center which can provide the highest standards of technical services to customers. Thanks to the technical know-how of the support staff, CA's service level for support exceeded its target goal by 100 percent."

"The Dubai Department of Civil Aviation (DCA) is pleased with the improved support from Computer Associates after the deployment of its customer support center," said Sarmad M.N. Ibrahim, senior systems engineer at DCA. "There has been a big jump in the level of support as well as the efficiency in response, and we feel that this positive effort will continue to bring success to CA in the region."

CA's support center helps its customers maximize ROI from CA solutions and makes available a wealth of CA resources to address all their technical needs. The support center also allows CA to extend its technical expertise across all Arab countries and to maintain a consistently high level of service for all customers.

"We have expanded rapidly in the last 10 months with new offices being established across the region to support our growing customer base. The support center was strategic to this expansion as it has enabled us to gain the trust of our customers who have invested in CA solutions," commented Rasmussen. "The support center is proof of our commitment to our customers and has already raised our customers' expectations for CA technical quality, expertise, and service excellence."

CA's customer support center offers CA's regional customers with trilingual support services in Arabic, English and French. With 24 highly trained support professionals, the Lebanon operation marks CA's 10th support center in the Europe, Middle East and Africa (EMEA) region.