Dalet Strengthens Global Support Program
Dalet Digital Media Systems, a provider of media asset management solutions software and services for content producers, has expanded and revamped its global support operations. Dalet Care is the new name for the company’s support program, which now includes optional premium and custom levels of support and specialized services.
The company has hired additional support engineers and has established three regional support centers to handle support calls around the clock and around the globe. The new Manila-based support center handles APAC and the Paris center handles EMEA. Dedicated support personnel based in different U.S. time zones handle regional support for the Americas.
In addition to these first-tier support centers, Dalet now has many more on-the-ground support engineers in each region. R&D resources are also made available to the regional centers when needed.
“We’ve strengthened the entire support organization so we can be more nimble and responsive to our customers,” says Anthony Le Palud, the Dalet director of customer support, who managed the global restructuring. “We’ve added skilled engineers to the team and we’ve also refined our reporting and escalation procedures. For many of our customers, the Dalet system is at the heart of their operations and we want them to have a high level of confidence in our ability to support them. Collectively, these improvements help us achieve that goal.
“Of course, each customer has unique needs, so now the Dalet Care support agreement includes new, optional services so customers can choose the level and type of support to best fit their particular circumstances. And we’ve also revamped our ticket-reporting CRM and will shortly release the new iCARE customer portal with improved interaction so customers can get up to the minute statuses on their specific trouble tickets. We have other initiatives underway and we look forward to an ongoing dialogue with our customers as we continue to enhance our support services.”