IBM Netcool support: "At least you guys answer the phone!"
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Of course our IBM Netcool support does much more than just answer the phone. But picking up the phone is a good start! "At least you guys answer the phone" isn’t actually made up; it came from a customer that had threatened to bring all of their business to a certain competitor of ours, and ended up renewing support with IBM. The importance of client support to IBM was also brought home to me recently by a training consultant who characterized and differentiated IBM because of its client focus. The support role in Netcool is part of an overall commitment to our clients’ success.
Here are some examples of satisfied IBM Netcool clients:
Global transactions management company
“Our objective this year is to upgrade the Netcool suite of applications to the latest releases. Ken was very professional and patient with us and responded in a timely manner with our follow-up questions which was greatly appreciated. He saved us valuable time in resolving our issues quickly. Ken played a key role for us to meet our implementation date. Thanks for the IBM support.”
“It says a lot for IBM Support to Go The Extra Mile, - even though the customer (myself) was faltering on success. I call that good Support, Attitude and Teamwork! Bruce's (and IBM's) patience says something and is to BOTH our value. This has been a Win-Win in my (and others) book. Please help me thank him again.”
Global domestic appliances manufacturer
“I hope this finds you well. I have had the pleasure of working with Paul on numerous Problem Management Reports for us in the past few months. Not only has he resolved my issue, but he is outstanding when it comes to communication and step-by-step instructions. It has also been a learning and educational experience working with Paul on my products. I can go on and on ...... he is the best I have ever worked with in support.”
A major value of IBM product support for our customers is the entitlement to all product enhancements. For example, Netcool clients recently received the new mobile dashboards in Netcool/OMNIbus, which customers are loving, along with significant performance improvements, automatic inclusion of support for new technologies and emerging management needs. Clients also receive important security support, where IBM has a team dedicated to ensuring that we respond quickly to security threats that emerge, ensuring that your company is kept whole.
Our commitment to supporting our clients’ success is also reflected in our extremely generous enhanced product support program: 5 years from the product release date with an optional 3 year extension. This support program, which has no rival amongst our competitors, gives our clients a real sense that the IBM Netcool organization are with them for the long term. It also facilitates long term budgetary planning for their IT operations departments.
Other ways in which IBM enhance support is our client advocacy program, where senior personnel in development organizations are assigned to key customers. They liaise with the customer on an on-going basis and represent the customers’ interests within IBM. Overall, the advocacy program is a win-win for all participants. And of course, we answer the phone!