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Symantec's Eugene Service Center Celebrates its Third Anniversary

Company's service and support center shows incredible growth as it progresses to meet customer needs

CUPERTINO, Calif. -- November 13, 1996 -- Symantec Corporation (Nasdaq:SYMC) is celebrating the third anniversary of its Eugene Service Center which, along with a Toronto support operation, provides customer service, technical support, order administration, and customer registration to customers throughout North America. After a year-long evaluation of 19 potential sites, the Center began operations in Eugene, Oregon on October 4, 1993. Symantec selected Eugene because of its standards for technical education, educational partnership opportunities, and overall quality of life and affordability.

"When Symantec opened this facility in 1993, we anticipated success but never dreamed it would succeed in such a big way," said Tom Darnall, vice president service and support at Symantec. "In three short years, we've more than tripled in size and improved customer satisfaction through a combination of complimentary telephone support, premium paid services, and innovative new online programs that are helping to reshape the software support market."

Symantec implemented several new self-service technical support programs at its Eugene and Toronto Service Centers. Centralization of the company's state-of-the-art fax and voice services allow the Center to respond to more than 600,000 customer requests annually without human intervention. Live Queue Jockeys (QJs) greatly reduce the frustration customers experience while on hold. QJs play music, broadcast technical tips and Symantec advertisements, and update customers with live estimates of anticipated wait times. Symantec also implemented an electronic support service that receives more than 20,000 Internet technical support "hits" each week. In addition, fee-based technical support and service contracts grant customers preferential technical support while generating millions of dollars annually and stimulating new product sales.

Symantec's Eugene Service Center Milestones
The Eugene Service Center currently fields more than 3 million calls annually, a total that exceeds 500,000 hours on the phone and generates nearly $5.5 million in telephone charges. Other milestones include:

  • The number of employees has grown from 180 in 1993 to more than 550 today.
  • In-coming calls have grown from 20,000 calls a week in 1993 to more than 70,000 calls a week today
  • The Center opened with 12 T1 lines available for incoming calls, it has grown to a fiber ring equivalent to 84 T1 lines today. This represents more bandwidth than the second-largest long distance provider in Southern Oregon.
  • The facility has expanded from its original 50,000 square-foot facility in 1993 to neighboring buildings totaling 156,000 square feet today.
  • The Center's annual operating budget has more than doubled since 1993.

About Symantec Corporation
Symantec Corporation develops, markets, and supports a complete line of application and system software products designed to enhance individual and workgroup productivity as well as manage networked computing environments. Platforms supported include IBM personal computers and compatibles, Apple Macintosh computers as well as all major network operating systems. Founded in 1982, the company's global operations span North America, Europe, and several fast growing markets throughout Asia Pacific and Latin America. Information on the company and its products can be obtained by calling (800) 441-7234 toll free or (541) 334-6054.

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