This has not yet been publicly announced, but I’m too excited to keep it a secret. SAS recently created a new division devoted exclusively to customer support. The division’s name is Customer Engagement and Support (CES); its leader is Fritz Lehman and it consists of four divisions: Publications, Education, Technical Support, and Professional Services. All of us from these areas are extremely excited about the possibilities for our customers that this new division can bring. And you are the first outside of SAS to hear about it!
One of the initial outcomes of creating this new division is a commitment on all of our parts to learn more about each other’s business—so that we can provide a more seamless customer experience and run our own organizations more efficiently. Just since October, when the new division was formed, Publications has met with people from all of these organizations and we are already talking about things that are going to really benefit you, our customers. For example, by getting specific feedback from Technical Support and Professional Services, who deal with customers on a daily basis, we’ve learned some things that we believe can improve our documentation. Input from the field is something Publications needs more of.
I’m telling you this because I have given you the scoop and I want something in return. Please give us your input on our documentation: Does it meet your needs? Is it organized in a way that makes sense? Is something missing that you need? Is it too much? No matter how general or how specific the input, we will take it seriously. Thank you.