An extraordinary Customer Service Experience
Investment banking
THE PROBLEM.
“Using Cibecs file backup software I managed to easily upgrade my wife’s laptop to Windows 7 with no data lost in the process,” says Buys. “However, with my own laptop a critical problem arose, threatening the loss of over 800 documents written by my technical team and I.” “I immediately emailed Cibecs customer support,” says Buys.
“Being a free version user (and it being after hours) I wasn’t expecting much . . .
“I was wrong.”
The response from Cibecs’ technical help desk was immediate, with the consultant offering to (remotely) login to see where the problem was. “Quickly recognising the issue lay with an error made when the Cibecs user agent was installed, the consultant first tried to remotely decrypt the data,” says Buys. “When that didn’t work he actually offered to fetch the hard drive from my home to investigate the matter further.”
What impressed Buys the most was the fact that, up to that point, Cibecs’ support help desk was under the impression that he was a free edition user, and not the Operations Manager of GijimaAst.
