Feb 22, 2012
EdgeWave Inc. (OTCBB/OTCQB: EWVE), a leading provider of Secure Content Management (SCM) solutions, today announced the launch of their new Customer Rewards Program. The program, which the company says is a “thank you for helping us achieve outstanding customer satisfaction scores,” provides benefits to EdgeWave customers who are referring EdgeWave solutions to their friends and colleagues, or those who participate in case studies and provide feedback about their experiences with EdgeWave iPrism Web Security and ePrism Email Security Suite.
According to Ian Thompson, EdgeWave V.P. of Technical Operations, the Customer Rewards Program reflects EdgeWave’s continued focus on easing the burden on the IT administrators who deploy and manage their solutions. He said, “In 2009, we introduced the iLearn Tutorial Videos which allow administrators to access short instructional videos directly from the product interface, and this year we’re launching a new contact management system, improving our service levels and achieving our goal of cutting support response times to 30 seconds or less.”
Edgewave customers are affirming the efforts by posting 94% Customer Satisfaction Rates and Industry-leading Net Promoter Scores (NPS). NPS rates the percentage of customers likely to refer EdgeWave products and services to friends or colleagues. Customers have been enthusiastic in their praise and some of the quotes received from anonymous surveys include, “Your support was superior and rapid. I wish more vendors would follow your lead.” Another customer, Dawn Pumphrey of Shepherd Electric commented, “With iPrism support, I have been able to talk to someone within minutes and get any issues I’m having or questions resolved quickly.”
Thompson explained “Our Customer Rewards Program is an opportunity for us to highlight EdgeWave’s commitment to our customers and also get validation directly from them that our initiatives have been successful.” He explained further that while many competitors have moved their technical support centers offshore, EdgeWave is committed to keeping their customer support in the US and staffing their centers with service-focused, product experts.
EdgeWave support services include the ProCare Elite Program for enterprise customers. The program offers enhanced account support including professional onsite services.
For details on the new EdgeWave Customer Support Center and Rewards Program visit www.edgewave.com/support
About EdgeWave, Inc.
EdgeWave Delivers the World's Safest Inboxes™ by eliminating email-borne security risks from targeted, socially engineered attacks. Our multi-layered Email Security Platform provides unparalleled predelivery protection, postdelivery detection and incident response to secure inboxes from today's proliferating messaging threats like ransomware, spear phishing, business email compromise and more. Headquartered in San Diego, CA, EdgeWave has more than 2,500 customers and over 3.5 million protected users worldwide.