It’s been another great year thanks to the support of all our customers, and the great work by the Crucial team. We really have taken some leaps and bounds over the past 12 months with significant improvements to our support and service offerings.

We are very excited about the upcoming year, and providing a new round of great improvements to you!

Some of the achievements over the past year (Jan-Dec 2011):

• Additional 10 staff added (with a wide range of skills: Systems Administrators, Developers, Testers, and Tech Support).
• Deployed an industry leading, highly available Cloud platform based on enterprise HP Blade & SAN setup – after 9 months building, developing our own in-house built cloud platform, and extensively testing it.
• Deployed a whole new client management (Control.crucial.com.au) area to simplify and improve management of ordering and billing.
• New products across the board which use the new highly available enterprise Cloud platform.
• Took leaps and bounds in terms of improving customer service and set groundwork for continual improvement of the support levels we provide our customers:
• – Added over 1100 knowledgebase articles to our support desk, including over 1000 flash tutorials to help customers solve issues they might be facing.
• – Improved internal training, and documentation to further teach new staff.
• – Implemented a customer staff ticket rating system which allows each ticket and staff member to be rated after a ticket completion to help ensure high level of satisfaction is maintained, and further improved.
• – Implemented more detailed quarterly customer survey.
• Some stats on support from Jan-Dec 2011 (all Tech Support tickets, 24 hours a day, 7 days a week, 365 days a year):
• – Average response time to tickets: 11.7 minutes
• – Average resolution time of tickets: 75.69 minutes
• Average monthly uptime (across all services) for last 3 months:
• – September: 99.93%
• – October: 99.97%
• – November: 99.99%
• Migrated to a private cage in world class Equinix SY3 datacentre
• Turned live an additional bandwidth carrier (NTT) with significantly improved global connectivity.

What’s coming up over the following year?

• New Sydney office move (3 x the size of our current office, with ability to support our growth over the coming 1-2 years)
• Further improvements on our Cloud platform & Customer Control Area:
• – Automating more tasks
• – Giving customers more control to their account, without having to submit a tech support ticket (self service)
• Further improvements on the Support front, with plans to streamline the support process through improved knowledgebase, streamlined support submission process, and few other options.
• Further improved staff training, through formal certifications and more internal training sessions.
• New and improved products.
• Additional staff being added globally, with the first hires starting in January.
• New company vision!

Kind Regards,

Aaron Weller
Managing Director
Crucial Paradigm