Irish facility provides ‘follow the sun’ support in tandem with New Zealand-based centre

Dublin, Ireland – 6th December, 2010 — Kaseya, the leading global provider of automated IT systems management software, today announced the opening of its first EMEA-based Global Customer Service Centre in Ireland. The Dublin-based centre will work in tandem with its sister centre in Auckland, New Zealand to provide 24/7 ‘follow-the-sun’ support to the company’s extensive global base of 4,500 customers. The new service centres will be open 365 days a year and will handle all customer inquiries - from tech support to customer service.

Beverley Parry, Kaseya Vice President, Global Customer Service who will spearhead operations in both regions, comments: “The new service centres are an opportunity for Kaseya to engage with customers and deliver outstanding technical support and customer service that empower end-users.”

Each centre will physically operate 12 to 13 hours a day, and will share a standardised system that enables Kaseya to provide a seamless support transition and single point of contact for customers – demonstrating the company’s commitment to delivering a one-stop approach to IT solutions. Kaseya support analysts will also make use of a multi-channel communication system that allows them to engage with customers via live chat, over the phone and through a ticket logging system on the Kaseya portal.

“The new Kaseya customer service centres really put the end-user at the heart of the operation and are a testament to the company-wide belief that customer satisfaction comes first,” said Phil Sansom, VP EMEA at Kaseya UK. “The contact centres’ multi-channel customer service strategy also gives Kaseya the ability to deliver a unified, consistent experience across every customer touchpoint, providing a more  responsive, professional service.”

For additional support and knowledge, Kaseya is also developing an enhanced online community, Kaseya Connections. The community will provide product information, customer networking opportunities and peer-to-peer collaboration for anyone seeking or sharing relevant information about Kaseya.