Business News

BigMachines Launches Industry-Leading Customer Support Program

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


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 companys

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 companys 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


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 companys 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

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, 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

For BigMachines
Christa Carroll, 630-922-6995
[email protected]

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