Computerworld Singapore Customer Care Awards 2014: Three Cheers for Customer Excellence

FY Teng | June 12, 2014
Sixteen of the nation's best ICT solution providers were feted at the Loof Rooftop Bar Singapore for being Number One in customer service, support and ultimate care delivery in 2014.

CCA Trophies
Some of the CCA trophies presented to the winners during the awards presentation.

CCA group
Mark Hobson, Chief Executive Officer of Executive Networks Media (second from left), and Francesca Lee, Regional Account Director (middle), with representatives from Hewlett-Packard Singapore, who are the biggest winners of the night.

CCA Lenovo
Computerworld Singapore editor Teng Fang Yih (left) presenting the award to Kenny Lim, PR Manager of Lenovo East Asian Region (right).

On Wednesday (June 11, 2014) evening Computerworld Singapore hosted and celebrated the achievements of the following information and communication technology (ICT) solution and service providers.

Amazon Web Services
Avaya
Check Point Software Technologies
Dell Singapore
Emerson Network Power
Fortinet
Google Enterprise
Hewlett-Packard Singapore
IBM Singapore
Lenovo
Microsoft Singapore
NCS Pte Ltd
NetApp
Oracle
Singapore Telecommunications Limited
Sophos

As winners of Computerworld Singapore's Eighth Customer Care Awards (CCA)-an annual programme that salutes the nation's best providers of pre- and post-implementation consulting, support and maintenance work in ICT, as chosen by their customers-they received their awards at the party held in their honour at the Loof Rooftop Bar Singapore.

In all, the 16 companies cited above garnered a total of all 19 awards in contention. The two multiple award winners were Hewlett-Packard Singapore with three awards, and Dell Singapore with two.

The award categories, subcategories and winners below.

CLOUD
Cloud Services

Amazon Web Services

 

COMMUNICATIONS
Telecommunication Services

Singapore Telecommunications Limited

VoIP/IP Telephony Systems
Avaya

 

HARDWARE

Desktop & Notebook PCs
Lenovo

Physical Infrastructure-Intelligent Power Management
Emerson Network Power

Physical Infrastructure-Networks
Hewlett-Packard Singapore

Server Hardware
Hewlett-Packard Singapore

Storage Hardware
NetApp

 

SECURITY SYSTEMS
Anti-virus/Anti-spam Solutions

Sophos

Firewall/VPN Solutions
Check Point Software Technologies

Intrusion Detection/Intrusion Prevention Systems
Fortinet

 

SOFTWARE
Business Intelligence & Analytics Software

IBM Singapore

Collaboration & Workflow Productivity Software
Google Enterprise

Database Management Software
Oracle

Desktop & Server Management Software
Dell Singapore

Enterprise Content Management Software
Microsoft Singapore

Storage Management Software
Dell Singapore

 

SPECIALISED IT SERVICES
Systems Integration

NCS Pte Ltd

 

VIRTUALISATION SOLUTIONS
Virtualisation

Hewlett-Packard Singapore

 

"Every single vendor on this year's winners list has not only managed to stay profitable in the past year, but has also, more importantly, remained focused on fulfilling the needs of their customers," said Editor Teng Fang Yih of Computerworld Singapore. "That is why they should stand proud today as their customers' Number Ones-the first to call in times of need, the first to thank for efficient ICT operations and information services, and in all probability the first they will approach for new technologies and upgrades."

"The respondents to our detailed evaluation questionnaire this year have been especially vocal about the level of customer care they've received. Aside from rating their solution providers in every aspect of customer service delivery, they have shared very specific stories of customer service excellence they have experienced in the past 12 months. Clearly, given the increasing pressure they're under today to derive the most value for the least spent on ICT resources, they have been watching closely what additional value every tech vendor brings to their relationships," said Mark Hobson, CEO of Executive Networks Media, the publisher of Computerworld Singapore. "That fact alone says a lot for the commitment and achievement of every single winner in this year's Customer Care Awards programme. We commend them on a job well done."

About the Customer Care Awards 2014
In the first quarter of 2014, as in the previous six years, more than 3,000 of Singapore's most progressive information executives were invited to participate in the exercise of rating, on the scale of 0 to 10, the performance of their ICT solution providers and partners in delivery of services at every stage of a given technology deployment-running from early stage consulting through complete implementation, user testing, and continual maintenance, support and process enhancement.

The respondents chose their ICT solution providers and rated their level of satisfaction with the customer care they received during the implementation and post implementation periods, specifically in the following areas.

During Implementation
1) The planning and design of the implementation process, particularly as it incorporated the needs of the customer organisation.
2) How closely the implementation project ran to schedule.
3) How well the implementation project costs stayed within budget.
4) How knowledgeable and helpful staff provided by the ICT solution provider/third-party partner were during the implementation.
5) The coverage and standard of user training provided during implementation.

After Implementation
1) How promptly and well the ICT solution provider/third-party partner responds to questions or requests for information.
2) How promptly and well the ICT solution provider/third-party partner responds to calls for help when problems occur. Service level agreements are taken into account here, as are problem resolution times.
3) The overall impression that the ICT solution provider/third-party partner gives its customer after implementation-essentially, the question is: How well does it make its customers feel like valued customers.

Respondents also indicated whether they would recommend each ICT solution provider they evaluated to a colleague or peer based on the customer care they had received, and if they had any other insights to share on their experience with each ICT solution provider.

All the responses were gathered, analysed and audited by regional market analyst house Executive Networks Research-which is the research arm of Executive Networks Media, the publisher of Computerworld Singapore-for the highest accuracy of results possible. The ICT vendors with the highest scores across all evaluation areas in their respective categories won and entered the annals of Computerworld Singapore's CCA history.