Daniel Smith Appointed Director of Customer Care at Reconnex


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Daniel Smith Appointed Director of Customer Care at Reconnex

RECONNEX CUSTOMER SUPPORT SIMPLIFIES CORPORATE ELECTRONIC RISK MANAGEMENT

Daniel Smith
Director of Customer Care & Services
Reconnex

Reconnex, a leader in safeguarding enterprises against information security breaches originating within their organizations, today announced its Customer Support Program, which is led by Daniel Smith, Reconnex?s newly appointed director of customer care and services. The Customer Support Program is designed to help Reconnex customers quickly understand their internal electronic risks in the first 48-hours of engagement. Reconnex is the first and only company to offer results in such a short period of time and has attracted key customers in the financial services, healthcare, government, manufacturing, biotech, and high tech industries. Smith is responsible for the end-to-end customer experience, including pre-sales technical support, installation, deployment, training, professional services, and ongoing maintenance.

Reconnex?s customer support team initially engages with customers by performing a 48-hour e-Risk Rapid Assessment. The assessment shows companies where they are most at risk in terms of protecting intellectual property from competitive threats, complying with regulations and upholding corporate governance standards. At the end of the 48-hour assessment, the Reconnex customer support team provides a detailed report pinpointing competitive vulnerabilities, productivity losses, and personal and legal liability issues. The report also provides next-step recommendations for actionable remedies to these problems. After the initial assessment of risk, the Reconnex support team can also engage with customers over a longer period of time to help meet corporate requirements for electronic risk management.

?Most companies are aware of their threats but are dumbfounded by the extent of the risks we find in 48-hours,? said Smith, ?Our experienced team helps customers focus quickly on how to manage a problem that they thought was unmanageable. The end result for customers is a feeling of relief. They now fully understand the risks they are facing and how to prevent these internal threats from disrupting their business. Reconnex makes electronic risk management simple, scalable, and affordable so customers can cut the costs of compliance, protect their competitive advantage and stop internal security threats that have been impossible to detect or effectively manage with content filtering, IDS, or URL blocking tools.?

Three-Tier Support Structure with Deep Expertise Reconnex?s customer support organization is structured differently than most high-tech support groups in that it is designed to deliver a service, not just to demonstrate, install, and support a product. ?We provide the expertise to get customers started in a structured, easy-to-understand way, tailored to their specific business and requirements,? said Smith ?This is very valuable because we work with customers whose IT departments are resource constrained. They need to execute an action plan to reduce risk in a way that keeps personnel costs down.?

To best facilitate the e-Risk Rapid Assessment program, the Customer Support team members are organized into three groups:

e-Risk Assessment analysts are responsible for helping the customer understand electronic risk issues documented in the e-Risk Rapid Assessment report, which is delivered to C-level executives. They are also responsible for gathering customer requirements, mapping business processes to risk, and creating policy recommendations to help companies address their specific risks.

Field systems engineers (FSEs) are responsible for the initial installation and configuration of the Reconnex iGuard product, which is the only tool used during the e-Risk Assessment. Reconnex has attracted a highly seasoned group of FSEs, many of whom have headed up technical organizations in other companies. They help the customer to best understand how to use Reconnex technology and how to customize the product for specific business requirements.

Customer care support team members provide more traditional in-bound technical support and professional services, handling the day-to-day questions of established customers.

Smith, the team director, joins Reconnex with more than fifteen years of high tech and management experience, including responsibility for support, systems engineering, operations, product development, and new market development. Smith has worked with both emerging and established companies in the US, Asia and Europe, including GreenBorder Technologies, Iomart plc (UK), BigPlanet, and Microsoft.

Reconnex enables companies to guard against information security breaches that originate within an organization. Reconnex pioneered the only enterprise security platform of its kind that has the capacity to run at gigabit speeds, is non-invasive and can be deployed in hours, not weeks; businesses now have a realistic and cost-effective solution to assess their operational and compliance risks. With Reconnex, companies across various industries and government agencies now have the demonstrable proof they are in continuous compliance with real-time monitoring, detection and reporting of compliance risks.

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