Magazine article CRM Magazine

I Want (and Get) My MTV!

Magazine article CRM Magazine

I Want (and Get) My MTV!

Article excerpt

While Akamai Technologies' Web-content delivery efforts are technologically complex, its support stance is fairly simple: Put the customer first, a tenet that helped win the company one of this year's Stevie Awards in innovative customer service.

"Our philosophy's to be one step ahead in the service perspective," says Craig Adams, who leads Akamai's customer experience team. MTV Online Networks, a New York--based division of Viacom, experienced this firsthand. "We had a site (Neopets.com) that was slow--really that's all we knew," says Rob Roskin, MTV's manager of online operations and emerging technologies. "The site needed help and we didn't know where to get it." Akamai recommended technology that sped things up. "From the second that the change kicked in, people suddenly said it was so much faster," Roskin says.

Roskin deals with Akamai's support team several times a day. "[So much] happens last minute that we don't have the time to do it wrong," he says. …

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