ASP Research

Quest – 2019 ASP Top Ten Winner Profile

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Quest is a 2019 Top Ten winner in the medium-sized company group. Learn how the Quest team has developed its most recent web support capabilities.

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Description

Quest is a 2019 Top Ten winner in the medium-sized company group. Technically, this was their third win as Quest. They were a part of Dell and Dell Software for a few years, however and won twice as Dell. So this same group has actually won five time, which would ordinarily qualify them for our Hall of Fame. Because they were entered under different names, however, we cannot yet grant them Hall of Fame status.

Quest’s many wins highlight their continuing site improvement efforts. This does not happen without strong, purposeful leadership and strategic integration across several different business units. Since silos are a common industry problem, this is to be applauded. Our judges noted several other items, such as great access for multiple devices and good site interactions. We especially liked Quest’ use of free training to help enhance customers use of their software and reduce the number of support cases. We have seen this before, but it is still not that common and Quest did a good job of measuring the results. Their essay includes some guidelines for free training that are worthy of note.

Learn how the Quest team has developed its most recent web support capabilities and been recognized five times by the ASP for their web support efforts (as Quest Software and as part of Dell).  This report includes Top Ten Judges Comments (new for 2019) and the winning essay submitted by the Quest team.