What Makes Up Stellar Tech Support?

By Courtney Dillon Pedersen, Milestone

I have long believed that how a business is run is just as important as what the business makes. No matter how great the products may be, the way that a company operates and interacts with its stakeholders can really make a difference in customer satisfaction and loyalty.

Gary St. Arnauld, Senior Support Manager at Milestone, has been instrumental in carrying out changes to the Americas-based teams he leads. This has resulted in a more nimble, efficient support organization over the years. I spoke with Gary about enacting these changes to meet growing demands, working with different teams across the globe and what’s in store for Milestone’s tech support in future.

COURT: What is your view on the value of tech support, and how the company invests resources to further its growth?

GARY: Providing good support is a high priority from upper management. Our software is offered in a full portfolio with very comprehensive functionality at the high end that involves more sophisticated and complex projects, so it’s absolutely necessary for us to provide top-notch support – and we have invested in the people and tools we need to perform at the highest levels.

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