2008-07-16 08:00:00
Customer Support Web Portal Provides Global Users with Single Point
of Entry to Enhanced Support Services and Collaborative Innovation
Platform
CHICAGO–(EMWNews)–BigMachines, Inc., the global leader in on-demand sales configuration
and proposal software, announced that the company has expanded its
Customer Support program to include a new online Support Center, an
interactive customer idea forum called “My
BigIdea”, and online customer
collaboration tools. This multi-faceted support program extends customers’
software investments through open online access to customer-shared and
industry-leading best-practices, BigMachines product tools and support
information, and a collaborative network of BigMachines customers.
A key component of this customer-facing initiative is the launch of a
new online Support Center, extending BigMachines’
comprehensive customer services to its worldwide user base. BigMachines’
online Support Center provides the company’s
global customers with a single point of entry to a repository of support
information and tools, as well as an interactive community to share best
practices and drive innovation in product design and development. In
addition, Web 2.0 community applications have been added, including My
BigIdea, an interactive forum where customers can submit their own
ideas for product enhancements. Using My BigIdea, other customers
can view the suggestions, add their own comments, and vote on the ideas
they would like to see implemented. My BigIdea provides a wealth
of information to the company’s Product
Management team as they plan and prioritize product roadmaps.
Other new features include: integrated global CRM platform to manage
customer accounts and contacts; online Support Center web portal to
provide a single point of access for customers; helpdesk with new Voice
Over IP (VOIP) system integrated to a CRM system to ensure that
BigMachines support agents have relevant customer information at their
fingertips; customer knowledge base to provide access to comprehensive
solutions database online 24x7x365; online customer collaboration tools
to share ideas within the customer community and directly with
BigMachines staff; and dashboards and metrics reporting tools to track
and monitor helpdesk case load, including causes, volume and frequency
of issues, and patterns and trends over time, to ensure continuous
improvement.
BigMachines has also created a new Customer Success Management team.
Customer Success Managers are responsible for proactive communication to
customers, sharing best practices, and ensuring that BigMachines
customers achieve full adoption and value.
“BigMachines is dedicated to providing
superior service and support to our customers, helping them achieve a
fast ROI and focusing on their success,” said
Mei-lin Cheng, VP Enterprise Services for BigMachines. “With
our latest enhancements, we can continuously monitor customer adoption,
enabling us to ensure that customers are getting all the benefits
available to them. We also have a continuous improvement process to
drive quick helpdesk response times. The result of our dedication to
this effort is that we are able to provide world-class support for our
customers across all geographies world-wide.”
BigMachines further demonstrates its customer focus at BigIdeas 2008,
the company’s annual customer and industry
forum that will be held October 5-7, 2008 in Chicago, Illinois. Industry
experts, BigMachines customers, and business partners gather at BigIdeas
to discuss innovative business strategies and best practices in guided
selling and product configuration to increase revenues, improve sales
efficiency, and reduce costs. More information is available at www.bigmachines.com/bigideas.
About BigMachines, Inc. and BigMachines AG
BigMachines is the global leader in on-demand sales configuration,
quoting and proposal software. BigMachines solutions empower sales
across customers’ channels by streamlining
their sales processes from opportunity to order. Using BigMachines
software, sales teams and channels can quickly configure products,
generate quotes and proposals, manage complex pricing, generate legal
contracts, and manage orders. BigMachines offers extensive reporting
capabilities and easily integrates to leading CRM and ERP systems,
including those from Salesforce.com, Oracle, and SAP. BigMachines’
rapidly growing customer base includes global leaders such as Kodak GCG,
Siemens, Ingersoll Rand, and NTT Communications, as well as innovative
growth companies such as ShoreTel and Voltaire Ltd. For more
information, visit www.bigmachines.com.
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