Huawei Receives "Excellent" Certification for Technical Support from TSIA, the Technical Services Industry Association

[Shenzhen, China, November 4, 2019] Recently, at the "Technology Services World" annual conference held by the Technology Services Industry Association TSIA, Huawei Enterprise Services was awarded the "Excellent" certification for Technical Support (EMEA region, including Europe, the Middle East and Africa).

TSIA "Outstanding" Certification According to TSIA's official evaluation, obtaining the "Outstanding" certification means that Huawei has reached the industry's high standards in the field of technical support services in the EMEA region. The standard was jointly formulated by more than 50 leading ICT technology service companies in the TSIA association. Huawei needs to show the judges more than 140 implementation practices of providing technical services to enterprise customers and pass the on-site inspection of TSIA auditors.

"This year, we are very honored to announce that Huawei Enterprise Services has received the Outstanding Certification from TSIA in the field of technical support in the EMEA region," said Thomas Pridham, Global SVP of TSIA, at the award ceremony. "In this certification, Huawei has demonstrated to us its technical support service processes, tools, platforms, and operator skills. We believe that Huawei Enterprise Services is fully capable of providing 'outstanding' technical support services to industry customers and partners."

Hank Stokbroekx (center), VP of Enterprise Technical Services, Huawei Enterprise BG, receives the certification certificate on behalf of Huawei from TSIA Chairman and CEO JB Wood (right) and TSIA Global SVP Thomas Pridham (left).

As a Chinese technical service company that has obtained this certification, Huawei is worthy of the title in terms of enterprise services. The Global Service Shared Center (GSC) supports problem acceptance services through six channels: email, technical support website, mobile APP, social media (WeChat), and B2B docking. It has deployed 3 GSCs (Global Service Centers), 5 RTACs (Regional Technical Support Centers), and 4 CTACs (National Technical Support Centers) around the world, providing service acceptance in 17 languages, and can provide 7x24 TAC support services, as well as NBD (next business day) or hourly spare parts delivery and on-site support services. Huawei has more than 1,000 spare parts warehouses, supporting spare parts service businesses in more than 170 countries/regions, of which 4-hour services can be provided in major cities in 66 countries/regions.

At the same time, Huawei Enterprise Services' Middle East and Africa TAC, Asia Pacific TAC, and Eurasia TAC were also awarded the "Support Staff Excellence Center" certification at this conference. This is the industry's recognition of Huawei Enterprise Services' continuous innovation and practice in global technical support services and providing high-quality customer service experience. So far, all of Huawei Enterprise Services' after-sales technical support centers in overseas markets (except China) have been awarded the "Support Staff Excellence Center" certification, providing overseas customers with consistent, high-quality technical support services.

Sun Maolu, President of Enterprise Technical Service Department of Huawei Enterprise BG, said: "We always adhere to the service concept of customer-centricity and craftsmanship. Customer satisfaction is only the starting point of our service. In the past few years, Huawei has gradually established a trustworthy, leading and innovative global technical support and network consulting service capability to provide customers with consistent high-quality services for digital transformation. In the future, we will strive to become a builder and escort of enterprise digital transformation. This is our unchanging strategic positioning and strategic choice."

Huawei's enterprise technical support website (Support-E) was selected as one of the top ten technical support websites in the world for the first time in 2017. It has more than 1.7 million registered users and more than 100,000 online users per day. 70% of technical problems can be solved by themselves through the online support platform. The corpus of the intelligent question and answer knowledge base exceeds 50,000, and the problem solving rate is 80%. The enterprise service app (English name HiKnow APP) has more than 100,000 registered users.

Click to learn more about Huawei Enterprise Services: https://e.huawei.com/cn/services