Data Erasure news
Global Support
Localized
Q&A with Blancco’s Technical Support Manager
Blancco’s Technical Support Manager, Harri Hirvonen, facilitates
the flow of information for the Technical Support Team and
designs support processes globally. He and his staff of 14
Technical Support Engineers and Specialists, located around the
globe, help customers to utilize Blancco’s data erasure product
solutions. The main technical support hub, located at the
company’s headquarters in Joensuu, Finland, interfaces with all of
Blancco’s offices around the world.
Q: What is the main function of Blancco’s
all over the world so that customers will be
Global Technical Support Team?
supported in their own language, as much
A: Our main function is to make sure
as possible, in all of our major market
our customers can use Blancco product
areas, and we can cover all time zones. The
solutions as efficiently as possible, and if
advantage is that through our centralized
problems occur to help solve them as soon
support system our offices can back each
as possible.
other up during holidays or other busy
such services to a third party, but we make
in other words, not on software issues,
periods. Support is currently available in
sure that it’s always there. This is the key
but on the erasure process or how to
eight different languages.
advantage of our business strategy to localize
complete it.
Q: What is your role within the
Technical Support Team?
A: My main role as manager of the team
is to learn if the customer is satisfied with
our services and how we can improve their
experience.
Q: How do global technical support
support, and our customers appreciate this.
Nowadays, the human element is
often removed from technical support
as IT companies often automate or
outsource such services to a third party,
but we make sure that it’s always there.
operations work at Blancco?
Q: What would you like customers
Q: What is the goal of the Technical
to know about technical support?
Support Team?
A: We are here to help our customers
A: Our goal is to have happy and satisfied
and to educate them on the usability of
customers
erasure
our erasure solutions. We want to know if
processes in place. We want to collect as much
with
effective
data
customers are satisfied with our service.
feedback from our customers as possible
We are more than happy to receive
A: We divide the globe into three different
Q: What is the benefit of local support?
from the field. Ultimately, we will then be
feedback regarding our customer support
time zones—America, EMEA, and Asia
A: From the customer’s point of view our
able to report issues to our development
operations, and always open to new ideas
Pacific. The American zone covers North
support team is easier to contact when
team to improve product quality.
on how we can improve our services.
and South America; the EMEA supports all
he or she can communicate in his or her
European countries, for example Finland,
own language, area and local time zone.
Q: What are the main questions
The best way to reach us is to fill out our
Germany, France, the UK, and Benelux;
Nowadays, the human element is often
or concerns customers have?
contact support form and a technical
and Asian Pacific covers Japan, SE Asia and
removed from technical support as IT
A: Most questions our customers ask
support representative will contact you:
Australasia. In this way we localize support
companies often automate or outsource
are not technical but process-related, or
http://support.blancco.com ®
Case study: The North & East London CSU
Erases Patient Data with Blancco
The North & East London Commissioning
Units have been put in place to provide a
automated erasure scheduling with the
by previous NHS Trusts. Some of these trusts
Support Unit (CSU) utilizes Blancco data
range of commissioning services to their
Blancco Management Console also helping to
used shared server systems for storing
erasure solutions to erase patient data
local NHS Trusts. The North & East London
manage licenses and centralize reports.
information and, therefore, contained data
by selective data erasure on shared sever
CSU uses Blancco to decommission IT
systems and permanent erasure of PCs,
equipment and for overall IT transition
laptops and servers. Blancco solutions are
support for their NHS Trust clients.
helping the organization to secure data
and manage the lifecycle of its assets.
The North & East London CSU currently
utilizes a full range of Blancco product
which had to be selectively erased in a
Blancco has been advising the North
& East London CSU on best practices
for the use of software and internal
compliance as well as selective erasure
of patient data from NAS servers.
secure manne r before being returned to the
ownership of the trust. Blancco File enabled
the organization to pick and choose which
information to permanently wipe and which
to retain to handle this complicated process.
The North & East London CSU is a new
solutions for their erasure needs including:
National Health Service (NHS) organization
Blancco Management Console, Blancco 4.10
which provides expert support and advice
HMG, Blancco 4.10 Server, Blancco File, and
With Blancco 4.10 HMG the organization
East London CSU on best practices for the
to help clinical commissioners to deliver
Blancco Support Package.
can erase data from servers, laptops and
use of software and internal compliance
PCs and Blancco 4.10 Server Edition allows
as well as selective erasure of patient data
from NAS servers.
improved health services to local populations
Blancco has also been advising the North &
in the United Kingdom. The NHS is the world’s
Blancco provided the North & East London
them to remotely erase servers. Blancco File
largest publically funded health care system.
CSU with up front pre-sales technical
is used for selective erasure of patient data
The North & East London CSU delivers an
guidance and live product demos as well
in addition to erasing selective data from
With products tailored to the organization’s
extensive range of services from contracting
as remote training when installing Blancco
shared servers systems with information
needs, Blancco data erasure solutions have
and analytics to finance and communications.
Management Console. Since the initial set-
utilized by multiple trusts.
helped the North & East London CSU to
implement a secure process for wiping
up, the organization has implemented various
Following a major overaul and restructure
customizations of the software including
The North & East London CSU is required to
data in compliance with governmental
of the NHS in 2013, Commissioning Support
remote deployment via MSI delivery and
decommission servers that have been used
regulations in the UK. ®
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