IBM Workplace for Customer Support for Premium Support customers
IBM offers a Premium Support Program for software customers that provides a customized, high-level of support. Companies who subscribe to the program benefit from an assigned, field-based IBM Premium Service Manager (PSM), who manages the support relationship between IBM and the customer. In October of 2005, we successfully rolled out IBM Workplace for Customer Support to all Workplace, Portal, and Collaboration software Premium Support customers.
IBM Workplace for Customer Support is an implementation of Portal that utilizes knowledge of the customer to filter the wealth of support data and guide the user to the most effective data available. The Home page is used for the high priority, proactive items such as For Your Attention and Hot Issues this Week, along with the news in What’s New and the Monitor Problems portlet. Each user can mark any document they view as a Favorite. Favorites appear as links in the Favorites portlet, which appears on each page, providing one-click access to the documents a user is most interested in.
Additionally, it provided customers real-time access to the status of their problem reports. The Monitor Problems portlet on the Home page lists the open and recently closed problem reports (PMRs) logged by the user and his/her peers. Initially users see PMRs for their particular contract, for instance for their region. Since most Premium Customers have multiple contracts, the View dropdown let’s them switch to the PMR list for their peers in other areas of the company, for instance, for other regions. This facilitates research across the company; users can find out if anyone else is having or has had similar problems and contact them to collaborate on problem solving.
The Product Library page lets customers view the KnowledgeBase documents by product family, product, version, and platform. It also groups these documents in different portlets by type so for example, users can easily find the Upgrade Central or Support Download they need for the selected product version. Click here to see a screenshot of the Product Library page.
The Community page connects users to the popular Lotus forums as well as providing a Contact List of portal users, an Events calendar, and the PSM Reports. Click here to see a screenshot of the Community page.
The Advanced Search page lets users search all available content, refining it as necessary, and presents results in an easy-to-use tabbed format by document type. Click here to see a screenshot of the Advanced Search page.
IBM Premium Service Manager/IT Specialist
Portal, Workplace, and Collaboration Software