Barry-CCM 06000008QU Visits (1707)
The customer is always right, but making customers successful is challenging especially when it comes to troubleshooting issues in a complex environment. As our clients evolve to mobile, social, cloud environments our jobs have become more demanding. When we look at all the topologies our large clients use, there are some 3M variables that can impact the performance users experience. IBM Rational has client support teams in 18 locations around the world working to reduce this complexity.
Our Client Success team is dedicated to solving your problems 24/7/365. As business becomes more social our goal is to quickly and easily connect customers to the subject matter experts you need in order to efficiently resolve your concerns. We are one global team for a globally distributed marketplace, partnering with professional services and AVP.
In a social world people do business with people. Stop by the Integrated Services Delivery Zone and meet the people committed to your success.
Author: Mary Barry
stavilla4 060000NBA8 Visits (2306)
Each client is unique therefore each client deployment is unique. How do you, as the solution owner, and IBM, as the solution provider work together to keep your solution up and running as required to meet your business needs? How do we service your solution? This is a question that IBM Rational has been focused on for the past 12 months as part of our Platinum Initiative. Serviceability is one of our five focus areas along with deployment, integrations. performance, and user knowledge and documentation.
Serviceability can be broken down into 3 necessary categories which must work together, to service your solution:
We have worked to improve all of these areas in the last 12 months and are committed to continuously delivering improvement in all 3 categories, initially, for a select subset of our portfolio: Jazz Application Foundation, Rational Team Concert, Rational Quality Manager, Rational Requirements Composer, DOORS, Rational Developer for z, You will find mention of some of our achievements here at Innovate and will also find new features on jazz.net and in our product offerings.
For product diagnostics:
Please join me at Innovate on Monday, June 3, 12:15 to 1:15 in Oceanic 7 to learn more about our activities and to share with us your opinions on serviceability.
Author: Sharon Tavilla
wendytoh 270001RQXM Visits (1802)
I had a the pleasure of kicking off Voice of the Client 2013 this morning in Orlando, Florida with over 500 of our clients and colleagues. I was pleased to be able to update everyone on the progress we've made on the Platinum Initiative - Improving Rational's Client Experience.
Specifically we focused on the improvements we've made across our Focus Five areas: Deployment, Performance, Integrations, Knowledge Availability, and Serviceability. Some of the highlights included the launch of the Deployment wiki on jazz.net (htt
Many Rational team members from Support, UA, ULL, Development, Jumpstart, ISSR etc contributed their knowledge to this wiki - I am personally appreciative of all their hard work.
I also had the pleasure of highlighting the many ways we are staying connected with our clients, from our social media outreach on YouTube and Facebook to the revamped and relaunched developerWorks site (htt
Barry-CCM 06000008QU Visits (1029)
Innovate 2013 has finally arrived and we're looking forward to another exciting week at the Rational Support Cafe'!
This year, our new format in the "Integrated Service Delivery Zone" will allow our clients to better connect with our support subject matter experts to discuss their deployment and configuration concerns.
I hope you’ll come by to meet our talented Support Engineers and Management team.
John Banks-Binici 2700000MH9 Visits (1356)
Welcome to Orlando! Now that we are all arriving here at Voice/Innovate I'd like to take this opportunity to introduce myself. My name is John Banks-Binici, and I'm the new Director of Rational WW Client Success Delivery. I report directly to Wendy Toh Vice President of Rational Client Success. Many of you had a personal and direct relationship with my predecessor, Chris Flynn, over the many years he held this position at Rational Support. I too look forward to building a partnership with all of you to make sure we at Rational are doing all the things you need us to be doing to pro-actively ensure your success with our products and solutions.
I'm very excited about this year's Innovate sessions, especially those presented by our own Rati
I hope you look forward as much as I do, to this truly unique opportunity to share with each other our successes, our challenges and our plans going forward. If you'd like to meet with me please reach out via your IBM sales account representative and schedule an executive 1x1.