We have had a lot of luck in engaging our sales rep. The sales rep will then make a determination and decide to engage Andy at Tech Support. To make it easier for the sales rep, by sure to cite ticket numbers, assigned staff and specific process problems. Otherwise you will likely be routed back into the channel. John Rosquist Windward CG
----- Original Message ---- From: "Shellman, David" <[EMAIL PROTECTED]> To: [email protected] Sent: Friday, May 18, 2007 12:37:56 PM Subject: Re: Remedy Escalation Contacts Got you there. I didn't say that it was the documented BMC/Remedy process. It's just the one that works for us. He connects is up with his technical support folks. Luckily we haven't had to go that way too many times. ------Original Message------ From: Rick Cook To: Arslist ReplyTo: Arslist Sent: May 18, 2007 12:31 PM Subject: Re: Remedy Escalation Contacts ** Well, that could actually be a good thing - it promotes contact between the sales rep. and the customer, and keeps the sales rep. engaged with what's going on at the customer. But if that's the policy, why wouldn't they mention it somewhere, since the technical consultants rarely see a sales person? Rick ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Friday, May 18, 2007 9:23 AM To: [email protected] Subject: Re: Remedy Escalation Contacts We escalate through our sales rep. Seems that we are in a minority with a responsive sales rep though. ------Original Message------ From: Rick Cook To: Arslist ReplyTo: Arslist Sent: May 18, 2007 12:10 PM Subject: Remedy Escalation Contacts ** Hey, I just noticed that there are no longer any escalation contacts listed on the Remedy support page. Thankfully, us old-timers know who most of them are (or were), but how is a new customer supposed to get a ticket escalated? Did they provide some new way of doing that to compensate for not having the contacts listed? Rick Cook __20060125_______________________This posting was submitted with HTML in it___ Dave -------------------------- [EMAIL PROTECTED] (Wireless) __20060125_______________________This posting was submitted with HTML in it___ Dave -------------------------- [EMAIL PROTECTED] (Wireless) ____________________________________________________________________________________Be a better Globetrotter. Get better travel answers from someone who knows. Yahoo! Answers - Check it out. http://answers.yahoo.com/dir/?link=list&sid=396545469 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
