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 2013 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...
The true cost of lubrication: Three keys to consider when evaluating oils; Plant Engineering Lubrication Guide; 11 ways to protect bearing assets; Is lubrication part of your KPIs?
Contract maintenance: 5 ways to keep things humming while keeping an eye on costs; Pneumatic systems; Energy monitoring; The sixth 'S' is safety
Transport your data: Supply chain information critical to operational excellence; High-voltage faults; Portable cooling; Safety automation isn't automatic
Case Study Database

Case Study Database

Get more exposure for your case study by uploading it to the Plant Engineering case study database, where end-users can identify relevant solutions and explore what the experts are doing to effectively implement a variety of technology and productivity related projects.

These case studies provide examples of how knowledgeable solution providers have used technology, processes and people to create effective and successful implementations in real-world situations. Case studies can be completed by filling out a simple online form where you can outline the project title, abstract, and full story in 1500 words or less; upload photos, videos and a logo.

Click here to visit the Case Study Database and upload your case study.

Maintaining low data center PUE; Using eco mode in UPS systems; Commissioning electrical and power systems; Exploring dc power distribution alternatives
Synchronizing industrial Ethernet networks; Selecting protocol conversion gateways; Integrating HMIs with PLCs and PACs
Why manufacturers need to see energy in a different light: Current approaches to energy management yield quick savings, but leave plant managers searching for ways of improving on those early gains.

Annual Salary Survey

Participate in the 2013 Salary Survey

In a year when manufacturing continued to lead the economic rebound, it makes sense that plant manager bonuses rebounded. Plant Engineering’s annual Salary Survey shows both wages and bonuses rose in 2012 after a retreat the year before.

Average salary across all job titles for plant floor management rose 3.5% to $95,446, and bonus compensation jumped to $15,162, a 4.2% increase from the 2010 level and double the 2011 total, which showed a sharp drop in bonus.

2012 Salary Survey Analysis

2012 Salary Survey Results

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.