Dear {{lead.First Name:default=Sir/Madam}},

Thank you for being a Websense customer. I would like to take this opportunity to introduce myself and inform you of exciting new support developments here at Websense.

My name is Don Oldenburg and I joined Websense in July 2014 as Vice President of Technical Support. Though new to Websense, I have been leading Technical Support and Customer Service organizations within the Cyber Security Industry for over 20 years. My passion is the delivery of world-class support to my customers and I want to outline the steps we have taken to ensure you receive the best experience in using our solutions.

As outlined below, our Technical Support organization has made significant progress over the last 6 months, but rest assured, we are not finished and will strive to improve the quality of support that you expect and deserve from Websense.

• The new Technical Support Center is now fully operational in our new corporate headquarters in Austin, Texas. We chose this location, in part, because it allows us to be closer to our customers and the many time zones they operate in. Importantly, Austin also has a tremendous technical talent pool allowing Websense to build and strengthen our support organization.
• We increased our global frontline support team by 30%. Most of our new Tech Support team members have completed an intense 18-week training program and are now servicing our customers, with our last group finishing at the beginning of 2015. In addition, our experienced Backline staff in San Diego will continue to work the most complex cases alongside our Engineering teams to ensure their fastest resolution.
• Hold times are now averaging less than 5 minutes for all products, and our SLA adherence has increased over 200%. We continue to improve our Customer Escalation process to ensure your voice is heard if you are not completely satisfied with your support experience. Since July we have experienced a 90% decrease in customer escalations and continue to see improvement week over week.
• I’m confident our Customers are experiencing the improvement in our service as our Satisfaction rating has increased by 40% since July 2014.

I’m providing this update because as Vice President of Support, I want you to know the magnitude of our commitment to making Websense Support a world-class operation. While we have seen marked improvements, we are not content and we will continue to drive operational efficiencies and make significant investments to enhance your support experience.

In 2015, we are introducing two new Mission Critical Support (MCS) offerings for Large Enterprise customers that desire a variety of value-add services from proactive monitoring to advanced architectural planning. We also plan to overhaul our eSupport portfolio to include a modernized knowledge base as well as a completely redesigned community site.

Our investment goes beyond infrastructure with the technical support team soon implementing live weekend cover to replace the answering service currently in place today.

I want to personally thank you for your business and loyalty to Websense as we transitioned our support center to our new corporate headquarters. If you have any questions whatsoever, please don’t hesitate to call my office at +1.512.498.8732, or email me directly at doldenburg@websense.com.

Sincerely,

Don Oldenburg
Vice President, Global Support
Websense, Inc.

BRAVE THE NEW WORLD.