TRAVELSKY EMC Customer Service has positive impact on operations

TRAVELSKY
EMC Customer Service has positive impact on
operations
TravelSky is a Chinese State-owned enterprise (SOE) and the dominant provider of
information technology solutions to the air travel and tourism industries in China.
Its deliverables include air travel electronic distribution; airport passenger handling;
air cargo data processing; an Internet travel platform; international and domestic
passenger and cargo revenue management systems; and agent settlement clearing
services. Its clients include 30 domestic airlines and nearly 200 regional and overseas
airlines, 147 domestic airports, and 7,000 ticket agents. TravelSky is broadening its
service range into 300 Chinese cities, 80 foreign cities, and through the Internet.
ESSENTIALS
EMC hardware and software products support many of TravelSky's critical
Industry
technologies, and the use of heterogeneous storage.
Air Travel and Tourism
Challenges
requirements including its core system application code, disaster recovery
FINDING THE BALANCE
•
Maintain uptime and availability
•
Control costs
Department responsible for TravelSky’s IT information infrastructure and maintenance
Plan effectively for the future
of all software and hardware products. The company expects the System Operation
•
Solutions
•
EMC Customer Service
•
EMC Service Account Manager
•
EMC Secure Remote Services
(ESRS)
•
EMC Phone Support
Results
An 11-year veteran at TravelSky, Feng Yi is the manager of the System Operation
Department to provide stability, efficiency, and innovation while keeping costs under
control.
The Department faces a number of challenges in its day-to-day operations and
planning for future growth. It must balance between the stability of system operation
and maintenance and the cost-effective introduction of new technologies and
products.
THOUGHTFUL AND PROFESSIONAL CUSTOMER
SUPPORT
•
Stable operational environment
•
Proactive issue resolution
To help meet its goals, TravelSky expects its vendors to supply customer service that
•
Cost control and innovation
is meticulous, professional, efficient, and innovative. Yi considers EMC to be a very
professional global IT leader with a very efficient customer service operation. He says
EMC Customer Service is a key consideration when making IT purchasing decisions.
One of the aspects of EMC® Customer Service that Yi most values is the Service
Account Manager (SAM). “Compared with other IT vendors, EMC offers a more
thoughtful and professional customer support presence through the SAM. The SAM
provides us with technical consultancy, on-site support services, and communications
on a regular basis.”
The EMC SAM working with TravelSky has a wide range of responsibilities. He explains
technical issues, advises the customer on EMC products, and coordinates on-site
hardware and software services including such things as microcode version upgrades.
CUSTOMER PROFILE
The SAM is responsible for the formulation and implementation of the account service
plan. He helps determine the right mix of products and customer services including
consulting and training services. Responsible for developing customer-related
workflow, the SAM also coordinates escalation and delivers many reports and service
summaries and participates in regularly scheduled internal meetings.
“Compared with other IT vendors, EMC offers a more thoughtful
and professional customer support presence through the SAM.
The SAM provides us with technical consultancy, on-site support
services, and communications on a regular basis.”
Feng Yi, Manager of the System Operation Department at TravelSky
CONVENIENT TO ACCESS, EASY TO USE
Yi says the EMC Online Support tools are convenient to access and easy to use. While
the TravelSky System Operation Department usually turns to its SAM when it needs
support, it also uses the Phone Support hotline.
The Department frequently takes advantage of the EMC Secure Remote Services
(ESRS)/connect home capability. “ESRS delivers timely feedback and accurate fault
diagnosis quickly over a safe and stable connection,” reports Yi. “It has repeatedly
found major faults for us and provides operational and maintenance protection.”
VALUABLE EXPERIENCE AND TECHNICAL
EXPERTISE
Yi is impressed with the technical expertise of the EMC Customer Service professionals
who interact with his group. “In our long-term cooperative relationship with EMC we
have found EMC engineers to be highly professional and efficient. They possess
valuable experience and technical expertise in many areas.”
As an example, he cites an issue his group had with a disk timeout problem. “As we
worked through the incident, EMC engineers displayed excellent communication skills
and deep technical knowledge to solve the problem. They profoundly and positively
impacted our operations.”
CONTACT US
To learn more about how EMC
products, services, and solutions can
help solve your business and IT
challenges, contact your local
representative or authorized reseller—
or visit us at www.emc.com.
EMC2, EMC, Data Domain, and the EMC logo, are registered trademarks or trademarks of EMC
Corporation in the United States and other countries. © Copyright 2015 EMC Corporation. All rights
reserved. Published in the USA. 06/15 Customer Profile H14261
EMC believes the information in this document is accurate as of its publication date. The
information is subject to change without notice.