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SAS TECHNICAL SUPPORT: WE ARE HERE FOR YOU!

0
By Kimberly May on SAS Users June 27, 2023 Topics | SAS Culture


SAS is known for its world-class technical support and its high customer
satisfaction rating (95%!). But, since our goal is to continuously improve, we
are implementing a number of initiatives to further enhance the customer
experience. I’ll describe some of the ways that we want to better serve you in
this blog post.

If you get a survey from us, please take the time to give us feedback. We do our
best to follow up on surveys because we value your feedback and want to make
your experience better.


THE NEW CUSTOMER PORTAL IS COMING

As I mentioned in my previous blog, the new customer portal is underway. For an
update, see A modernized customer experience is on its way.


KNOWLEDGE IS KEY

Industry trends clearly show that knowledge is key, especially with the increase
in use of generative AI technologies. At SAS, we’re prioritizing knowledge. To
help us grow in this area, we recently hired Andrea Hughes as a knowledge
manager, who shared the following:

“When you need help using SAS technology, is your self-help experience easy,
intuitive, and seamless?

As Kimberly mentioned, a SAS worthy knowledge strategy is on the horizon and
will help improve your digital self-help journey. SAS Tech Support will start to
adopt improved knowledge-focused tools and processes that will allow our
customers and partners to tap into a variety of digital resources powered by a
Knowledge Centered Service (KCS) method. This method is based on continuous
improvement to optimize relevancy over time. This transformation will build a
continuum of poignant sharing and reward those who optimize what they learn
through customer interactions. We will measure and adjust for optimal efficiency
along the way.

Although I’ve been on board for just over 1 month, I’ve observed a rich history
of enthusiastic collaboration and an environment full of problem-solving pride.
I am honored to be part of the exciting journey ahead, and I look forward to
gaining insight and feedback from our global customers and partners along the
way!”


TECH SUPPORT POLICIES PAGE DESIGN

Speaking of knowledge, we want you to be able to quickly find the information
that you need to understand our support policies. We listened to your feedback
that our previous design had too many pull-down menus and too much information
to read through. To better enable you to quickly find the information you need
for the platform that you are using, we have modernized and created a landing
page for our SAS Technical Support Policies. Please check it out and provide
feedback if something isn’t clear.


SURVEYS

Yet another way that we are trying to better serve you is by using surveys. If
you get a survey from us, please take the time to give us feedback. We do our
best to follow up on surveys because we value your feedback and want to make
your experience better.


PHASE 2 OF THE PHONE TRANSITION

Some software companies are limiting the ways that you can contact them by
focusing on digital communication. At SAS, we want you to be able to contact us
via the channel of your choice—portal, chat, email, or phone. So, in addition to
modernizing our digital communication, we are also upgrading our phones to a
global, cloud-based system so that your call will connect you with a specialist
as quickly as possible. Currently, about half of our Tech Support Engineers
(TSEs) are using the global cloud phone system. We’ve made this transition with
no interruption in phone service. Over the next few months, we are phasing the
rest of the TSEs to this system. We’ll keep you posted about our progress.


NEW TRAINING BEING LAUNCHED

SAS Tech Support is also different because we focus on offering our TSEs the
latest and best training so that they can increase their technical abilities and
better serve our customers. This year, we have created a new internal training
site for our TSEs to more easily leverage available resources, which includes
brand new cloud training.


ALWAYS IMPROVING

The points that I covered in this blog post are only the customer-facing
improvements. Internally, we are working on more initiatives to modernize,
leverage each other’s talents, and grow our knowledge and capabilities. Our
mission has always been to help you effectively use our software to achieve your
goals. We plan to continue doing that and make your experience even better going
forward.

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ABOUT AUTHOR

Kimberly May
Senior Vice President, SAS Global Technical Support

Kimberly May, Senior Vice President of Global Technical Support at SAS, has
developed a keen insight into customer relationships during her 24 years of
leadership experience in the software field. She balances her passions for an
excellent customer experience and a satisfied, high-performing staff by creating
an exceptional support model. This dynamic model enables customers to use
multiple channels, such as social forums and chat, to address their issues and
leverages staff expertise to create robust online resources. Understanding that
change is the nature of business today, Kimberly fosters a collaborative work
environment in which experts leverage each other's knowledge to efficiently
address customers' issues and to continuously learn.


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