Stütze, Soporte, תְמִיכָה, Appui, 支持, Sustento, Sostegno, 버팀

As promised in my blog (Multifarious Cogitations), I will focus in this blog entry on one area that we are bolstering as part of  ‘Delight the install base’ (see #1 from the chart I posted).  Just to be clear the current install base is comprised of companies that range in size from very small businesses to the largest of enterprises across the globe.

So, for those of you that are still not clear what this blog entry is about based on the title,  I will tell you:

It is about support! 

Back Drop

The IBM Data Management Global Support Team is driven to differentiate itself with superior support in the market.  They are Informix advocates holding the same level of passion as our clients and Business Partners.  Their mission is to ensure client success, while establishing enduring relationships.  Hopeful these attributes ring true relative to your personal experience in working with our global team. This is truly more than a business for our support team as their motto is:  “Always There For Our Clients”. 

Discover the new face of Informix Support!  

Enclosed are the delivery channels they continue to enhance and expand for Informix:

Telephony, Web Support, Electronic Service Requests, High Availability, and eChat.

I hope you will find a channel that’s best suited for your business. 

Should there be any areas to serve you better, please speak with a support manager or your IBM sales representative.  You’re always welcome to reach out to Charles Gonsalves, WW Informix Support, or Al Martin, Director Data Management Global Support with any feedback you may have as well.  

– Charles Gonsalves – 408-956-2238 – (charles.gonsalves@us.ibm.com)

– Al Martin – 915-599-7164 – (amartin@us.ibm.com)

How To Reach Support ?  

1.  Directory of Worldwide contacts (Telephony) : http://www.ibm.com/planetwide/ 

2.  Informix Web Support Portal : http://www.ibm.com/informix/support 

3.  Electronic Service Request : https://www.ibm.com/software/support/esr/ 

4.  eChat – http://www.ibm.com/software/data/support/chat.html

 5.  Sev 1 High Availability Service:

More Areas of Assistance 

Software Support Handbook

http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html 

Upgrade Portal

http://www-1.ibm.com/support/docview.wss?uid=swg21259394 

Accelerated Value Program

http://www-306.ibm.com/software/data/support/change-mgmt.html  

IBM Support Assistant

http://www-01.ibm.com/software/support/isa/ 

My Notification

https://www.ibm.com/support/mynotifications 

IBM Software Support Lifecycle

http://www-111.ibm.com/software/support/lifecycle/PLCDetail.wss?psynkey=P841938Q29735V05&synkey=S447518T02366Y14&synkey=Q196770A44505L07&synkey=J074916A15745Q65&synkey=H349392G99327B57&synkey=A769100S92889P83&synkey=V373722B28042H30&from=spf

 Knowledge Now Module

http://publib.boulder.ibm.com/infocenter/ieduasst/imv1r0/topic/com.ibm.iea.ids/ids/11.5/KnowledgeNow.html?dmuid=20091009113210743397

Must Gather Document

http://www-01.ibm.com/support/docview.wss?rs=630&context=SSGU8G&context=SSHPYE&dc=DB520&dc=DB560&q1=Read%20First&q2=MustGather&uid=swg21242979&loc=en_US&cs=utf-8&lang=en

 Fix central

http://www-933.ibm.com/support/fixcentral/

I will leave you with the following quote:

“Let no one ever come to you without leaving better and happier”  – Mother Teresa

Published in: on March 31, 2010 at 8:28 pm  Leave a Comment  
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“Discover the New Face of Informix” Event held in NYC on March 16

The event held in New York City on March 16 was successful by all accounts.  First let me take you through some of the details, facts and figures.  Over 75 people were at the event, which more then filled out the room we had reserved for the event.  Rob Thomas (VP of Business Development) kicked off the event with an overview of our new strategy and positioning.  He started off with an unusual story about Edwin Booth saving Todd Lincolns life, see the link below.  One point out of this story is that you can not always predict the future by judging from past events.  

http://www.historynet.com/edwin-booth-saved-robert-todd-lincolns-life.htm 

Rob made the point that we are here to change the Informix business, but yes like most things in life this is done one step at a time vs. just flipping a switch.  I do occasionally still look for a big switch on the wall that says, flip this and your business is transformed over night.  No luck so far, maybe it could be an episode on Monster Quest, since it is as elusive as Big Foot.  

Jerry Keesee presented next.  He talked about the Informix Roadmap, some key product features, customer successes and the fact that Informix is #1 in customer sat.  Jerry added his usual dry sense of humor.  

We were very fortune to have Arvind Krishna (GM of Information Management) be at the event and led the Q&A session at the end.  We also had Inhi Cho (VP of IM Marketing) at the event as well.  We had leaders from Sales and Support at the event to answer questions BPs and customers may have had in those disciplines.  

We then broke for some refreshments and food in the area outside the room. We had a lot of good discussions about our favorite topic, yes you guess it Informix.  Most of us then went to dinner afterwards. One customer mentioned he was very happy that IBM reached out to him in this way around Informix, I could not agree more.  At the end of the day communications, trust and direct interaction is the life blood of business.  

As I mentioned in the beginning I felt the event was very successful, but for me the reason was because it was the first step in working with each one of you (our clients and BPs) on the new future of Informix.  I would like to thank two people in particular for all of their hard work in making this a great event, they are: 

Lauren Borman and Brenda Brown  

And yes, now I leave you with another quote: 

“The great thing in the world is not so much where we stand, as in what direction we are moving.”  –  Oliver Wendell Holmes

Published in: on March 19, 2010 at 4:19 am  Comments (1)  
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Multifarious Cogitations

You maybe be wondering, where the heck did this guy disappear to, maybe he crashed while snowboarding.  The truth is I have been heads down, getting all of the details in order for the kick off of our “Discover the new face of Informix” road show.  Although this road show will be worldwide starting in April, the first event is happening tomorrow (3/16/10) in NYC at 590 Madison Ave.  And yes, if you have not signed up yet, you can still come to the event and get checked in at the door. Just tell them you are here for the BIG Informix Event.  The link for the event is below.  Please join us, this is one hot ticket.  Look for my updates on the event to be posted on Wednesday, this week (including pictures).  

https://www-950.ibm.com/events/wwe/grp/grp004.nsf/v16_agenda?openform&seminar=EB9RBEES&locale=en_US 

While we are on the topic of hot venues, we have launched our new micro site.  If you have not checked it out already the link is below.  Please note that this will be a very dynamic website with the latest events, offers and information.  This link should be bookmarked.

 https://www.ibm.com/discoverinformix 

I have included one picture to aid in the discussion of our strategy moving forward. I will go into each area as promised and provide additional clarity from my first blog (Feb.) to make sure no one walks away with the incorrect meaning of it. 

Informix Positioning one chart

In regards to item #1 in the picture, please take advantage of our eChat offering, I will go into more details on how we want to delight our customers via enhanced support in my next blog.  As new things roll out, I will post to make sure you are aware on how we are turning our strategy into execution.   The link for eChat information is: 

http://g01zcdwas002.ahe.pok.ibm.com/software/data/support/chat.html 

And now I must go back to prepping for the event tomorrow, hope to see you there!

Have a great day and I will leave you with this quote: 

“You must be the change you wish to see in the world” – Gandhi

Published in: on March 16, 2010 at 1:21 am  Leave a Comment  
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