Kaspersky Lab Awarded Bronze Stevie Award in 2015 Stevie Awards for Sales & Customer Service

Woburn, MA – March 25, 2015 –Kaspersky Lab North America announced today that its Support and Services Department was named a Bronze Stevie Award winner for Customer Service Department of the Year for the second consecutive year in the Stevie Awards for Sales & Customer Service.

The mission of Kaspersky Lab’s Support and Services Department is to ensure the full protection and the full satisfaction of customers while enabling them to derive the greatest value from their Kaspersky Lab software products. Throughout the last year, the team has been laser focused on the globalization of support in order to leverage all global resources, focusing these efforts in three specific areas:

• Implementation of internal and external knowledge management systems to promote global connectivity: Pre- and post-sales engineers are now able to share real-time information with each other regarding support incidents, leverage Kaspersky Lab’s global technical expertise, and foster collaboration among all technical teams.
• Expansion of premium services for B2C and B2B customers:
  • B2C customers: premium support offerings were expanded to include much more than just anti-virus support. The consumer support operation now provides a one-stop shop for not only malware and antivirus issues, but also installation services, PC tune-up and network configuration.
  • B2B customers: the team launched services that range from onsite customized engagements to pre-packaged services such as implementation assistance, health checks and training that can be delivered remotely or on premise.
  • Launch of the Certified Service Provider (CSP) Program: Under the program, Kaspersky Lab engineers conduct a rigorous training and certification process to top reseller partners to validate their technical expertise and certify them to deliver services related to Kaspersky Lab’s range of products. The program not only drives high customer satisfaction but enables another revenue opportunity for valued B2B partners.

Focusing on the customer experience has truly paid off. The team has seen a 16 percent increase in B2C customer satisfaction year over year. On the B2B side, the team reports a 19 percent increase in customer satisfaction year over year.

The Stevie Awards for Sales & Customer Service are the world’s top sales awards, business development awards, contact center awards, and customer service awards.  The Stevie Awards organizes several of the world’s leading business awards shows including the prestigious American Business Awards and International Business Awards.

Quotes:
Dave Mello, SVP, Support and Services
Kaspersky Lab North America
“Our guiding mission goes far beyond putting the customer first – we take that a step further and aim to ensure the full protection and the full satisfaction of each customer. A large part of achieving this goal is the understanding that each customer has different needs to utilizing their security software in a manner that best suits them as individuals. We keep that top of mind with each and every program enhancement and interaction. This award is another proof point that our team continues to make strides to take our mission and goals to the next level.”

Michael Gallagher, President and Founder
Stevie Awards
“Entries to the Stevie Awards for Sales & Customer Service awards have more than doubled over the past three years. The widespread support of this program illustrates the importance of the functions it recognizes to business success.  This year’s Stevie Award winners are the highest rated in the history of the awards, and we congratulate all of the winners on their commitment to excellence and innovation.”

About Kaspersky Lab
Kaspersky Lab is the world’s largest privately held vendor of endpoint protection solutions. The company is ranked among the world’s top four vendors of security solutions for endpoint users*. Throughout its more than 17-year history Kaspersky Lab has remained an innovator in IT security and provides effective digital security solutions for large enterprises, SMBs and consumers. Kaspersky Lab, with its holding company registered in the United Kingdom, currently operates in almost 200 countries and territories across the globe, providing protection for over 400 million users worldwide. Learn more at www.kaspersky.com.

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Media Contacts
Susan Rivera
781.503.5211
susan.rivera@kaspersky.com

About The Stevie Awards
The Stevie Awards are conferred in six programs: The American Business Awards, the German Stevie Awards, The International Business Awards, the Stevie Awards for Women in Business, the Stevie Awards for Sales & Customer Service, and the Asia-Pacific Stevie Awards. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at http://www.StevieAwards.com, and follow the Stevie Awards on Twitter @TheStevieAwards.

* The company was rated fourth in the IDC rating Worldwide Endpoint Security Revenue by Vendor, 2013. The rating was published in the IDC report "Worldwide Endpoint Security 2014–2018 Forecast and 2013 Vendor Shares (IDC #250210, August 2014). The report ranked software vendors according to earnings from sales of endpoint security solutions in 2013.