I have actually seen Remedy support making a big effort as of late to improve their service delivery model.
I had a support request in which the support that I received did not quite meet my expectations. When I filled out the satisfaction survey, I reflected my impression of the service. I was surprised when a Support Manager contacted me shortly after to see what they could do to get my impression of Remedy support, and ask for my thoughts on how they better support me in the future. The Support Manager indicated that they were aware that they have had some short falls in support in the past, but that they were really working hard to identify short-falls, implement improvements, and get things back on track. One of the improvements they made is in the initial response that I receive from Remedy Support on my support request, there will always be a Support Manager contact for the functional team that is supporting me on that request. If at any time I feel that the Technical Support Representative is not meeting my expectations, she asked that I escalate to that Support Manager right away. The old model was to have a specific Support Manager assigned to your account that you could escalate to. She said that they went away from that model, and switched to the Functional Team Support Manager model so that they better respond to escalations (and implement steps to prevent them) right at the Functional Team level. It sounds like Remedy may be making an effort to improve. I would encourage anyone that is having support issues to escalate them to the Support Manager (and secondly their Account Manager) if they are having issues. Maybe if we do our part and help them do their part, perhaps Remedy Support will get back to level we were used to... Cheers, Jeff -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David.M Clark Sent: Tuesday, February 05, 2008 12:01 PM To: [email protected] Subject: Re: Company Dropping Remedy Remedy support was once domestic and outstanding. Now it is offshored and bad. To my knowledge, no reduction in the price for that support has been given. Sounds like "bait and switch" to me. I don't care where support is located, but I do care when it isn't any good. David M Clark Remedy Programmer/Analyst >>> remedy <[EMAIL PROTECTED]> 2/5/2008 1:22 PM >>> BMC has told the VARS that they it is not their intent to approve any further transfers of Support to the VARS. Sounds like restraint of trade to me.... LJ Longwing <[EMAIL PROTECTED]> wrote: It was within the last few months/turn of the year timeframe...and as we all know...you can't go to VAR without permission from mother BMC...so I know it was authorized by them...:) -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jay parker Sent: Tuesday, February 05, 2008 11:18 AM To: [email protected] Subject: Re: Company Dropping Remedy How recent was your switch to GenerationE? We were looking to use a VAR but were told that BMC recently put major restrictions on them. These restrictions basically eliminated the VARs form taking away existing BMC Support customers. Thank you Jay -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Tuesday, February 05, 2008 10:44 AM To: [email protected] Subject: Re: Company Dropping Remedy Along those same lines, my company recently switched from BMC to GenerationE and I have been very pleased with their front line support. Prior to this experience I had never used a VAR and suffered through many of the same issues I see discussed on the list. I understand that my company saved money going with the VAR too....so if support cost and lack of support are the two driving decisions to move off of Remedy...I would definitely recommend trying to shop some VAR's and see what they would be able to do for you. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of James Van Sickle Sent: Tuesday, February 05, 2008 9:13 AM To: [email protected] Subject: Re: Company Dropping Remedy James Out of professional curiosity, has your company already decided on what their alternative product will be to Remedy? If this decision is not completely driven by price and still open to potentially saving Remedy, you may wish to speak with Jorge Batista or Jay Shankar at BMC. They might be able to assist in resolving some of the issues that brought your company's management team to their decision. Alternatively, you might also want to talk to some vendors who offer third-party support services for Remedy. They might be able to offer Remedy Support at a lower cost than going directory through BMC, but I have never used such third-party support so I cannot say for certain. I believe companies like Column IT, Strategic Technologies, and Xinify offer these services, but I am sure there are a several more whom I am not familiar with. If this is a done deal, good luck with the job hunt then. (Embedded image moved to file: pic03039.gif)Countrywide James Van Sickle Remedy Developer II IT - Enterprise Change & Config 972-696-5779 Office 1000 Coit Road 92-540- Internal Mail Stop: PCRD-2-78 214-399-1254 Cell Plano, TX 75075 James Collins IL.COM> To Sent by: "Action [email protected] Request System cc discussion list(ARSList)" Subject ORG> 02/05/2008 09:41 AM Please respond to [EMAIL PROTECTED] RG I found out last week that my company has decided to drop Remedy. Through an analysis they found found it to expensive and the support that they received since the BMC takeover as being not worth the costs associated with it. I was a bit surprised; however, they plan on developing some new opportunities. I think Remedy has about one year with the company and that will be the last curtain after 10 years. I will still be around for a year, but wanted to share that with the list. James ________________________________________________________________________ ____ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ====================================================================== Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. 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