Monday, May 20, 2013

Pillars of support – a day in the life of Egress Support

Andrew Rathbone
Post-Sales Engineer
Egress Software Technologies Ltd.
Picture this... A Support Department with mountains of paperwork that you have to climb over before you can reach your computer. Five telephones on your desk, all ringing simultaneously, whilst you're answering a million different emails and trying to conduct a remote session.

Thankfully, that's not Egress Support!

We like to think it's not nearly half as chaotic as that rather stressful image.

Picture this instead... A weekday morning in North West London, a support worker's day starts with a fresh cup of coffee and a pile of emails to sieve through. Throughout the day, we balance telephone calls, emails and support tickets logged through our website, as well as occasionally manning a conversation through our online chat service.

One of the reasons working in Support is so enjoyable is that it is a bit like a lucky dip, every support issue is so different! We can get anything from a password reset to a request to add a new feature that will successfully predict future lottery numbers (we've only had one of these).

Now, the majority of support issues we deal with are from people who have forgotten their passwords – but who can blame them? In these modern times, we have so many passwords and PINs to remember that it's hard to keep tabs on them all; however, our software just wouldn't be doing its fundamental job if you didn't need a password to access it.

As you'd expect, we do get the occasional 'emergency' – and sometimes these aren't even related to Egress Switch! Recently, a lady called asking for help setting up the Egress software. Things were going pretty normally until, mid-conversation, the fire alarm in her building went off, meaning she had to evacuate! Needless to say, it was a false alarm, and when she called back we helped set up Switch on her system.

Another interesting support issue we came across was when a customer called us up in a bit of a fluster to tell us how they had had enough of trying to sign up to use our services. Now, we spend a lot of time ensuring that our software is as easy to use as possible for our customers, so we knew something a little untoward was probably going on. After employing our calming tactics and doing a little bit of digging into the problem, we discovered, unbelievably, it was down to the fact that the caller had no internet connection! Obviously, this was an issue she needed to take up with her IT department, and just goes to show that no matter how wonderful technology can be, it can also be a complete pain in the backside sometimes!

As you can tell, no two days are ever the same in Egress Support. We take pride in helping customers to access information quickly and easily, doing our job well so they can do theirs - whatever the circumstances. So, even though no-one quite knows what to expect next whenever the phone rings or an email lands in our inboxes – whether someone simply needs to reset their password or wants help becoming a millionaire (we'll let you know if we figure out how to do the latter) – what we can guarantee is our exceptional customer support.

For more information regarding Egress Support:

Wednesday, May 8, 2013

Securing success - highlights from the Egress stand at Infosecurity Europe 2013

Rebecca Bailey
Senior PR & Marketing Executive
Egress Software Technologies Ltd.

With more than 15,000 visitors over three days, Infosec 2013 was Europe’s largest information security event and the first that Egress Software Technologies have exhibited at.

It's fair to say the Egress stand (E71) was buzzing in every sense of the word, with delegates competing on the Egress Buzz Wire for the chance to win a Nexus 7 and team members being inundated by requests for further information and software demonstrations of Egress Switch, our market-leading email and file encryption solution. The three day event also saw CEO Tony Pepper speaking to a packed audience about how Government can utilise cloud based data security to share 'sensitive' information up to Impact Level 3 (RESTRICTED) outside accredited networks.

Day One: Creating a bit of a buzz

Unmistakeable in our fetching orange tops, the Egress Team arrived at Earl's Court on Day One ready to man our first Infosec stand. Advanced warning had gone around the office on Monday about how much our legs would ache by the end of the show; however we were all impressed by the sheer popularity of our stand. We were immediately swamped with visitors, allowing the team to demonstrate not only the Switch software but also our understanding of the key challenges organisations face when trying to share sensitive information securely using email and file encryption. After such a busy day, we gratefully spent the evening sitting down for a spot of corporate hospitality in the Drayton Arms, where we were joined by key clients, partners and the Egress Product Development Team – aka the Barnsley Boys – from our North Yorkshire Office.

Day Two: Even more visitors and a sell-out for the IL3 presentation

We were back in action on Day Two, with the flow of visitors to the Egress stand increasing. However, we'd definitely found our rhythm and the Sales Team were in their element giving back-to-back software demonstrations.

A further highlight for the whole team was CEO Tony Pepper's technical evaluation of how Government can use cloud based data security to share sensitive information (IL3) outside accredited networks. Switch is soon to become the first CPA Foundation Grade Certified Email Encryption Product, enabling organisations to electronically share information externally up to IL3 (RESTRICTED) with confidence for the first time. The interest in Tony's presentation was evident as the audience spilled out of the Technical Theatre into the aisles, where the talk was also being streamed. We rounded the day off at the Infosec Exhibitor's Party, with live music and a well-earned drink.

Day Three: The final countdown

Day Three saw Infosec winding down slightly, however our Buzz Wire challenge was still proving popular. The challenge certainly brought out the competitive side in the Egress Team, with personal bests being smashed every morning and even some unconfirmed rumours of cheating! However, even our best efforts were eclipsed by our winners, who climbed our Top Gear style leader board to win a Nexus 7 each. Wesley Budd was crowned the first champion on Day One, with an impressive run of 16.2 seconds, claiming the top spot by only 0.2 seconds. Carl Henshaw, who ranked third on Day One, came back bigger and better on Day Two to shave 2.5 seconds off his previous time to secure pole position with an unbeatable 14.9 seconds. Day Three, meanwhile, saw Kevin Gourlay return to the stand twice to defend his title, culminating in what can only be called a "Buzz Wire Off" in the final minutes of Thursday afternoon. Contestants played right down to the wire (quite literally in some cases), but Kevin held onto his title with an incredible 11.3 seconds and walked away with the Nexus 7 tucked safely under his arm.

Day 1 – Wesley Budd: 0:16:20

Day 2 – Carl Henshaw: 0:14:09

Day 3 – Kevin Gourlay: 0:11:02

After three days packed with demos and buzz wire excitement, the whole team were thoroughly exhausted by the end of Infosecurity Europe 2013. However, much as we were glued to our chairs for the whole of Friday, we all agreed that it had been an amazing three days – and, yes, we’re already planning how to top this fantastic event next year!