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IBM Netcool support: "At least you guys answer the phone!"
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... [More]
Marcações: itnm support tncm netcool network-management omnibus |
Pulse 2013 - Customer Support - BSM and NSA products
Welcome to Pulse 2013. For the Network Management, Service Assurance (NSA) , Operations Network and Application Performance Management streams, i wanted to introduce myself and my team. I am Stuart Asbury and my Team is responsible for the WW customer support for all our clients using IBM's NSA and Business Service Management (BSM) solutions. With Pulse only a few days away, I am looking forward to seeing and speaking with many of you at the conference. This is an exciting year for us at Pulse, with over 25 clients presenting their success... [More]
Marcações: customer support bsm nsa |
Adding Social Media to your Product Support Toolkit
The Internet is changing the face of product support. It is an
undeniable fact that the manner in which we attempt to resolve problems,
be they complex software applications or finding the closest Italian
restaurant, is entirely different than 10, 5, or even 2 years ago. In
all facets of our daily lives, how we search for answers to even the
simplest of problems have been forever changed through online technology
and capabilities. The Internet permeates all aspects of our lives; how
many readers of this blog post do not understand... [More]
Marcações: social support business |
