We are pleased to outline some positive changes that are being made in the delivery of technical support, beginning on September 8, 2011. Personally, I am enthusiastic about these changes as I know that they will allow us to continue providing you with the high quality technical support that you have come to expect.
We have done several things to enhance our support capabilities and while there will no doubt be some minor growing pains as we move forward, I am confident that this new arrangement will ultimately benefit all.
First, we have formed a dedicated support team for all of the Intergraph CAS product line. The core members of this team will be Support Engineers who will be focused solely on customer support. We believe that this approach will result in better resolution times for your questions and issues. We are also in the process of expanding this team, adding experienced personnel to the existing staff, so you will be hearing from some new people over the next few months.
In addition, we have recognized that it is critical that we become more structured in how we log and track your support questions. By doing this, we will be better able to evaluate your ideas for enhancements, ensure that your queries are being answered in a timely fashion, and better evaluate when we need to add staff or modify our processes. This will also result in improved visibility on the status of your questions or requests than ever before.
In order to implement these changes we will require your input at a simple level. This will not involve a large time investment and, as already mentioned, it will be to your benefit in terms of quality of support and speed of resolutions.
We will be holding 30-minute online webinars to introduce you to the new system. Please view recorded webinars here. You can also view this webinar's PPT here.
To get started or to find out more, please click on the links below:
Director, Technical Support
Intergraph CADWorx & Analysis Solutions