SunnComm Expands International Customer Support for MediaMax Using Innovative Strategy
September 15, 2004 09:00:00 AM ET
Innovative Customer Support Strategy Rejects Out-Sourcing in Favor of
Distributing the Fulfillment of Select Customer Support Inquiries to Its Technical Staff
SunnComm International (OTC: SCMI), a leader in digital content security and enhancement for optical media, announced today that it has initiated an aggressive plan to support the many millions of purchasers of audio CDs containing SunnComm's MediaMax copy management and enhancement technologies. The customer service initiative for MediaMax to date has yielded a tremendous amount of industry support for the product.
Peter Jacobs, president of SunnComm, said, "It is clear that SunnComm needs to be available on a global basis to answer questions such as 'how can I make a licensed copy of the music' or 'how can I use MediaMax to send a copy of a song to a friend' which are typical inquiries from consumers using a totally new product. We recognize satisfied consumers are paramount to the success of MediaMax in the US marketplace and equally important for every region around the world."
The company is expanding its current in-house technical staff to support the anticipated 2004/2005 worldwide release schedule containing its proprietary MediaMax copy management and content enhancement technology. "We believe that SunnComm's own technical staff best understands MediaMax, and that our team can best relate to the consumer experience and deliver the best customer support experience," said Michal Avniel, SunnComm's MediaMax division V.P. "By keeping our customer support in-house, we are assured of consistent, concise, prompt and courteous responses to music fans that purchase MediaMax CDs."
SunnComm's staff is currently fluent in 11 languages and has begun phasing in multi-lingual and regionalized support according to a prioritized plan and release schedule by its licensed record label and CD replicator customers. English, German, Spanish, French, Dutch, Polish, Mandarin Chinese, Hebrew, Bosnian, Croatian, and Serbian are some of the first support languages to go online. By the close of Q2/05, SunnComm expects to provide customer support to more than 40 countries across Europe, Australia, and North and South America.
"Linking our MediaMax customers to a helpful, knowledgeable, and friendly customer support staff highlights the kind of hands-on attention SunnComm is committed to deliver in order to provide the highest quality of service through a responsive and empathetic group willing to do whatever it takes to create a positive customer contact," commented Peter Jacobs. "There can be no better insurance of delivering high quality service than to have our technical staff and customer support personnel working together as a team. For us, saving money by out-sourcing our customer support domestically or offshore would be a false economy. SunnComm has earned high praise from our record labels, distributors, and retailers by delivering useful, friendly, and empathetic after-support to those purchasing MediaMax audio CDs. Our ability to identify and relate to the audio CD buyer/music fan drives our entire development process and is one of the significant distinctions that keep SunnComm far ahead of our competition. That's why we are America's largest supplier of copy managed and enhanced CDs," concludes Jacobs.
