A message from

Terry Murphy,

Vice President of Customer
Experience

I've worked with PJ for years, and when he was hatching the plan for Entellium I wanted to be part of it straightaway. I believe that companies should do what they say they do, and they should be accountable along the way. When I proposed to PJ that we provide every customer with a legally binding Service Level Agreement (SLA) that would cover not just our application performance, but also our response times to request for help and/or product enhancements, he had a few questions, but we went for it. Now, I'm proud to say we have been operating the industry's best SLA for 7 years, and I keep a close eye on our performance.

Inside Entellium I'm known for my passion for "the Entellium Way"—our commitment to integrity and excellence both in meeting business challenges and interacting with each other. Just recently, our customers experienced the Entellium Way when we issued rebates because, for a brief time, our products did not perform at the level we expect them to. What's important about this is that our SLA didn't "require" us to pay out this money, but the Entellium Way took precedence.

As an Entellium customer, you can expect me to champion the customer experience. We've operated a free 24/7 customer support operation for our customers since we started the business, but I'm looking for new ideas about how we might enhance the customer experience. At Entellium, we say "we sell customer gratification and not things!"