On 9/14/06, Mueller, Doug <[EMAIL PROTECTED]> wrote:
I know that this thread has been officially and formally asked to be stopped. So, my
apologies for posting what I hope is THE final message on the thread. Please accept this
final note of clarification and let's not revive the thread or Daniel will come out and slap my
hand and since I have a meeting with him tomorrow, he will be close enough to me to make
the slap meaninful!
Since there has been some confusion and concern expressed about the area of support and
what is happening within the team. Since there are some interpretations that have been made
of statements from BMC and from each other that we wanted to make sure were clear.
Alisa Nessler (VP of Support) and I wanted to share this statement about the support
organization with respect to its structure and location to hopefully clarify what the position
of the support team is and to emphasize that there is NOTHING sinister or exceptional or
strange going on within the organization.
To clear up any misconceptions about Remedy support going forward, I would like to give you a few facts around BMC's current and future plans. First, BMC has maintained a global virtual support presence around the world for many years. Just as we have customers around the globe, we have support centers in place worldwide to serve our customers. This approach has enabled us to use a "follow the sun" approach and share workload and escalation across our global organization to better meet customer needs.
The next phase of this resource balancing for customer support will be occurring over the next few months. During that time, a portion of the customer support activity currently based in the U.S. will be moved to join our teams in Dublin, Ireland and Pune, India. The actual number of support staff for the BMC Remedy products will actually be increasing as a result of this move. BMC Remedy support will continue to be provided by BMC employees and will not be outsourced to a third party.
BMC Remedy has had a successful customer support presence in Pune for several years and we are leveraging their experiences to ensure a smooth transition. The existing management team is strong and engaged and has assisted with the hiring and training of the additional staff for Pune. Additionally, most BMC R&D teams have a presence in Pune and we intend to partner with them, following our successful U.S. model. We believe that in some of the more complex situations, the customer response will improve due to the synergy between having a larger support organization onsite with the R&D team in Pune.
Further, we do not have plans to move any entire product team to Pune or Dublin. We will continue to maintain a strong presence in the U.S., EMEA and AP for customer support. These teams will continue working together as one to service our customers.
Our goal for customer support is to continue our customer focus, improving satisfaction and delivering the highest quality of customer support via our web, phone and email technologies. We do not anticipate any degradation of service. We are taking careful steps to make sure that the transition is smooth. Training, mentoring and certifications plans are in place to ensure that employees are well prepared to support our customers. Technical training, support process training and communications training will be carefully monitored. Additionally, each team will continue to have a pool of experts to draw upon across the globe.
As customers, your process to initiate a request for help will remain unchanged -- our Houston-based Customer Contact Center will remain in place. If you have questions or concerns about your support going forward, I will be happy to connect you with the support executive that handles your region.
Alisa Nessler, VP of WorldWide Support
Doug Mueller
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Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101
The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. __20060125_______________________This posting was submitted with HTML in it___
