IBM Electronic Support goes to Edge 2016!
esupport 060000D5Y9 Visits (7711)
The IBM Electronic Support team is back from a very exciting trip to Edge 2016.This was our seventh year hosting a booth in the Solution EXPO center, representing Power and Storage electronic support.
For the first time, the Solution EXPO was open all day. I was worried we would not be busy enough for 10 hours a day but you, our clients, did not disappoint us. With the extended hours, we actually met with more of you than ever. There was a consistent stream of visitors to the EXPO, and we gave over 100 demos. We showed off the new beta sites for FLRT (Fix Level Recommendation Tool) and SPNG (Support Portal Next Generation), as well as discussing Storage's new content in DeveloperWorks and the live chat function starting to roll out across the Storage products in Service Request (SR).
In addition to hosting a booth, two members of our team were also speakers at the conference. John Goodson and Joel Ruiz presented a session on 'Enhanced Electronic Support Solutions for IBM Systems' and John also presented a session on 'The Future of Support (Hint: It's Cognitive). Both sessions were well received. Great job John and Joel!
Over the course of the conference, visitors to our booth helped us identify several consistent themes that we want to focus on in the coming year. The top two focus areas are tools education/awareness and improving remote support. It was surprising how many clients, business partners and even IBM employees were not aware of many of our tools. Remote support continues to be a trending topic, but the efforts made by IBM to continually streamline and improve ease of use of our support services are being recognized.
I can't tell you how amazing it is to have the same people come back to see us each year. Interacting with clients is very important. We have some 'regulars' who have been spending time and providing feedback for over five years. Seeing them each year is like visiting with an old friend. This year, I was especially appreciative of a visit from one of our clients. This individual had come to Edge 2015 and given us his first hand view of the experiences he and his team faced with IBM support and electronic tools. This year he came back to personally thank us for taking the time to listen to his concerns, and more importantly act on them. He said 'IBM listened and you have made significant improvements and I just wanted to thank you.' It doesn't get any better than that.
I appreciate the great IBM Power and Storage electronic support team who helped make this year such a success: Joel Ruiz, Ryan Seeliger. Graziela Godard, Mark Drummond,and John Goodson.
Susan Caunt is a Manager for IBM Electronic Care Team in Austin, TX.