CA aims $6m at customer satisfaction

Computer Associates has introduced a new program in Australia that's aimed at boosting customer satisfaction, which will be rolled out across the organization over the next 12 months.

To ensure the model's objectives are met, executive bonuses are being aligned with customer satisfaction.

An additional $6 million has been made available for customer support across the Asia-Pacific region, and staffing increased by one third.

The company now has 12 customer support employees after hiring an additional four staff in the past year.

The newly-appointed Asia Pacific managing director Tony Armfield said the priority is to measure customer satisfaction.

Previously, the company undertook annual customer surveys, which were anonymous.

"We now do quarterly surveys and they aren't anonymous. The measure of satisfaction is if customers are willing to recommend us; that is the real barometer of success," Armfield said.

"I don't think we have been as responsive to customers as we could have been in the past; this is a serious investment in time and money."

To support the model, Armfield has created a new position in Australia - director of customer operations - to oversee the changes.

In coming months, he said the company's focus will be on revenue growth, customer satisfaction and employee engagement.

Another priority for CA, which competes with IBM, HP and BMC, is research and development.

"Last year CA spent $25 million on R&D in Australia, that's a significant investment," Armfield said.

CA will also work more closely with channel partners.

"Currently, partners account for 34 percent of our revenue, this will increase to 50 percent by the end of the year," he said.

Globally, CA has just undergone a round of layoffs, but Armfield said cuts locally have been minimal remaining in single digits.

CA has spent more than $US1.7 billion in acquiring companies over the past 18-plus months, including four large purchases -- Wily, Niku, Concord and Netegrity -- with the price tag on each ranging from $330 million to $430 million.

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