The Customer Services team is chartered with managing the ongoing, long term relationship between newScale and our customers. The team provides the following services:
Strategic Program Management
The Strategic Program Management (SPM) team provides services to ensure you get the maximum value from the newScale solutions you own and assist you in coordinating additional services that may be needed over time. Among the activities the SPM provides are:
- On-going contact to help facilitate opportunities and issues
- Escalation of support issues
- Quarterly Management Reviews (QMR)
- Strategic consulting projects focused on increasing adoption and value capture
- Benchmarking to enable customers to maximize effectiveness of your SPM solution
- Structured initiatives to improve customer satisfaction
The SPM team provides updates on the product development roadmap, communicates new functions and features in the newScale products, shares implementation innovations from other customer experiences, helps map newScale best practices to your business needs and assists with Service Catalog expansion planning and advanced product training. Post-sales, the SPM is your primary contact to the newScale organization.
Customer Care
The Customer Care team provides a single interface into newScale product support for bug and defect resolution across all newScale solutions. In essence, the Customer Care team provides Tier III and Tier IV support and helps your support organization (who delivers Tier II support) troubleshoot issues with newScale solutions. If product issues cannot be immediately resolved, the Customer Care team coordinates product fixes with newScale Engineering or customization fixes with newScale Professional Services. The Customer Care team is your advocate with newScale Engineering, speeding issue resolution and mitigating the business impact of support issues.
View the current newScale maintenance and support policy here.
Customer Solutions Lab
The Customer Solutions Lab is staffed with highly skilled technical experts and provides three fundamental services:
- Escalation of integration related issues that require deep expertise in integration work
- Performance tuning and improvements
- A repeatable and consistent approach to unique customer requirements that otherwise would be managed as one-off customizations. Integrations, certain custom reports and other functionality that falls outside newScale's standard product offerings are managed in the solution center with an eye towards reuse and extensibility. Customizations developed in the solution center often find their way into the newScale solution suite when customer demand warrants.
To learn more about how newScale Services can help you drive bottom line savings, increase employee productivity, and improve customer satisfaction for your company, call US 650 403-7700 or European Operations +44 208 334 8077.
