SANTA CLARA, Calif. – March 15, 2016 – NSFOCUS IB today announced that Morton Frey, who has built an impressive track record combining hands-on field experience with effective customer interaction to swiftly resolve key issues, has been appointed the new VP of Customer Success. He brings more than 16 years of senior-level experience in the semiconductor, solar and enterprise security industries to his new role. In this capacity he will oversee the building and maintenance of customer services and support throughout the worldwide customer base of telecom carriers, enterprise data centers and hosting providers.
“Even with the most innovative technologies, customer service is critical, and done right it can be a huge competitive advantage,” said Allan Thompson, COO of NSFOCUS IB. “Morty is clearly one of the leaders in this field—he’s worked in every aspect of customer service at huge corporations and dealt with sensitive issues at customer sites around the world. We’re delighted to have him join the team at NSFOCUS IB, and we look forward to having him help us enhance customers’ success with our technologies and services.”
Mr. Frey was most recently Director, Customer Advocacy and Technical Support at ArcSight/Hewlett-Packard. In that position he reduced the total team case backlog by 75% in the first year alone. He also increased the Net Promoter Score—which measures the willingness of customers to recommend a company’s products or services to others—by 44.5 points since his first day on the job. Renewal rates also increased by 10% from the first quarter of 2014 to the same period the next year. In the process he built strong relationships with the teams working in Professional Services, pre-sales, sales, engineering and customers. He updated and enhanced virtually all of the processes involved, and represented the company’s support services at numerous user forums and tradeshows.
Earlier, Mr. Frey spent almost five years as Operations Manager at Applied Materials. As Global Operations Manager for the Solar Business Group, he was involved in numerous critical projects, such as upgrading all equipment in the fab at a solar customer site using resources from four different groups at the company. He further worked with site teams to create tracking tools used by Applied Materials for start-up and warranty activity, and created programs to track spending and identify areas where costs could be reduced with Applied Materials’ historical practices. He teamed with field personnel and managers in all regions globally to control costs and devote greater attention to specific issues.
“I’ve always believed that high-quality customer support can be a competitive differentiator, and I’m to drawn to companies that build on that belief,” Mr. Frey said. “That’s why I’m honored to join the team here at NSFOCUS IB. By supplementing our innovative offerings with top-tier customer support, we can, as my title indicates, ensure Customer Success.”