Paolo Zaino joins as global support manager and introduces 24x7 global support coverage

While some businesses treat customer support as an afterthought, Vanilla has long held an ambition to make it foundational to its operation. This ambition has now been realised with the recent appointment of Paolo Zaino as its global support manager. 

Vanilla has always been motivated by a culture of living its customers’ problems, and Zaino has been quick to achieve some important milestones – not least by introducing 24×7 global support coverage delivered by the Company’s global support teams based in the UK, US & Sri Lanka.

Paolo has over 30 years of experience in engineering and manufacturing.  Having spent the past 10 years implementing and supporting IFS in a multinational organisation, he understands the important role a well-managed enterprise resource planning (ERP) system plays in helping an organisation achieve its strategic goals.

He explains, “Vanilla wants to be the best in the market and my appointment is proof of that. I’m proud to lead a support team that feels energised and empowered to go out and make it happen. And customers who may not have considered taking third-party support before are already sitting up and taking notice.”

A business improvement manager with a track record of leading change management processes to develop a ‘culture of excellence’ Paolo will continue to improve the support offering at Vanilla to further enhance its position as the preferred support partner.

Centrally Managed

Providing centrally managed, single point of contact assistance Vanilla can now support customers whatever their time zone or location. More than 20+ IFS-experienced staff support everything from end-users, IFS case management, proactive monitoring of services, patch testing, installation and more. 

Paolo continues, “24×7 support has been around for a few months now, but has already been very well received. In fact, our focus on support has helped us to achieve 100 percent customer retention 2020-21.” He adds, “Feedback from customers is, on average, 98 percent positive – perhaps because the average response time for support consultants is 14 minutes and resolution time for complex requests is less than two days.”

Paolo’s team plans to continue to develop the support and service offering to customers so that Vanilla can offer a range of packages including full ‘turn-key’ solutions across the IFS support environment, Azure Cloud hosting and full-stack infrastructure support.

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