Big idea: BigMachines serves up new customer support portal

07/25/2008


BigMachines , a specialist in on-demand sales configuration and proposal software, is expanding its Customer Support program to include a new online Support Center, an interactive customer idea forum called “ My BigIdea, ”and online customer collaboration tools.
The 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.
Other feature on tap:
• Integrated global CRM platform to manage customer accounts and contacts;
• Online Support Center Web portal offering 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 allowing access to comprehensive solutions database 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.
In addition, BigMachines Customer Success Managers are responsible for proactive communication to customers, sharing best practices, and ensuring that BigMachines customers achieve full adoption and value.
According to Mei-lin Cheng, VP Enterprise Services for BigMachines, “With these enhancements, we can continuously monitor customer adoption, enabling us to ensure that customers are getting all the benefits available to them.”





No comments
The Top Plant program honors outstanding manufacturing facilities in North America. View the 2015 Top Plant.
The Product of the Year program recognizes products newly released in the manufacturing industries.
The Engineering Leaders Under 40 program identifies and gives recognition to young engineers who...
2016 Product of the Year; Diagnose bearing failures; Asset performance management; Testing dust collector performance measures
Safety for 18 years, warehouse maintenance tips, Ethernet and the IIoT, GAMS 2016 recap
2016 Engineering Leaders Under 40; Future vision: Where is manufacturing headed?; Electrical distribution, redefined
SCADA at the junction, Managing risk through maintenance, Moving at the speed of data
Safety at every angle, Big Data's impact on operations, bridging the skills gap
The digital oilfield: Utilizing Big Data can yield big savings; Virtualization a real solution; Tracking SIS performance
Applying network redundancy; Overcoming loop tuning challenges; PID control and networks
Driving motor efficiency; Preventing arc flash in mission critical facilities; Integrating alternative power and existing electrical systems
Package boilers; Natural gas infrared heating; Thermal treasure; Standby generation; Natural gas supports green efforts

Annual Salary Survey

Before the calendar turned, 2016 already had the makings of a pivotal year for manufacturing, and for the world.

There were the big events for the year, including the United States as Partner Country at Hannover Messe in April and the 2016 International Manufacturing Technology Show in Chicago in September. There's also the matter of the U.S. presidential elections in November, which promise to shape policy in manufacturing for years to come.

But the year started with global economic turmoil, as a slowdown in Chinese manufacturing triggered a worldwide stock hiccup that sent values plummeting. The continued plunge in world oil prices has resulted in a slowdown in exploration and, by extension, the manufacture of exploration equipment.

Read more: 2015 Salary Survey

Maintenance and reliability tips and best practices from the maintenance and reliability coaches at Allied Reliability Group.
The One Voice for Manufacturing blog reports on federal public policy issues impacting the manufacturing sector. One Voice is a joint effort by the National Tooling and Machining...
The Society for Maintenance and Reliability Professionals an organization devoted...
Join this ongoing discussion of machine guarding topics, including solutions assessments, regulatory compliance, gap analysis...
IMS Research, recently acquired by IHS Inc., is a leading independent supplier of market research and consultancy to the global electronics industry.
Maintenance is not optional in manufacturing. It’s a profit center, driving productivity and uptime while reducing overall repair costs.
The Lachance on CMMS blog is about current maintenance topics. Blogger Paul Lachance is president and chief technology officer for Smartware Group.
This article collection contains several articles on the vital role of plant safety and offers advice on best practices.
This article collection contains several articles on the Industrial Internet of Things (IIoT) and how it is transforming manufacturing.
This article collection contains several articles on strategic maintenance and understanding all the parts of your plant.
click me