Informatica Corporation (Nasdaq:INFA), the world’s number one independent provider of data integration software, today announced a series of new Informatica Global Customer Support offerings, self-service resources and enhancements to the award-winning Informatica MySupport portal, all aimed at improving the customer experience by powering more personalized, proactive and effective customer support worldwide.
Next-Generation Proactive Log Analyzer: Accelerating Time-to-Resolution
Also included in the new offerings is a distributed, scenario-based log gatherer and information collector for Informatica 9.x installations. Support organizations commonly spend immense amounts of time collecting data, logs and information on symptoms versus actually resolving issues. By speeding time-to-resolution by as much as 25 percent, Log analyzer addresses this problem by proactively collecting diagnostic data associated with a specific issue, including logs, configuration reports, and workflow exports. The collected data can be used immediately by customer personnel for troubleshooting, or uploaded with a single click to Informatica Global Customer Support for further analysis.
With this, Informatica Global Customer Support clientele can:
- Quickly and unobtrusively collect data relevant to a particular support scenario.
- Take advantage of pre-configured scenarios such as Session Hang and Profile Crash.
- Use a single interface for scenario configuration and managing data collection across multiple product installations.
Personalized eService Apps
Informatica has also introduced a series of personalized eService Apps, for rapid self-service support. Accessed through the eService section of the Informatica MySupport portal, these include:
- Call Me – Through the Call Me app, Enterprise and Mission-Critical level Informatica Global Customer Support clientele can interact directly with the Informatica Service Engineer (SE) assigned to any of their service requests. If the SE is inaccessible, the customer can be transferred immediately to an available SE.
- Simple Online Escalation -- Enterprise and Mission-Critical level clientele can quickly escalate a service request through the Informatica MySupport portal, eliciting immediate response from the Escalation Team.
- Online Bug Tracking – All Informatica Global Customer Support clientele are able to use the Online Bug Tracking app to link quickly to a personalized list of all bugs associated with their particular projects, including bug details and close and end dates. The list can be easily exported to an Excel spreadsheet for offline use.
Mobile Support App
Additionally, an Informatica Support Mobile eService App is now available for viewing and updating support case status in real time and for taking action on issues requiring customer inputs. Available for Apple and Android devices, the Support Mobile app provides a Quick Project Dashboard for a personalized view into support cases, with easy drilldown into service request activities and a Quick Reply option for responding to requests for input. The new mobile app also provides customers with real-time updates on Informatica Global Customer Support tweets as well as “hotfix” and new product announcements.
New Support TV
Available through the Informatica MySupport portal, Informatica Support TV provides access to an initial collection of more than 120 professional quality videos produced by Informatica Global Customer Support professionals. Integrated with YouTube, each concise video addresses a specific Informatica product, tool, or technical tip for making the most of customers’ Informatica implementations. Ideas for Support TV videos are both customer- and Informatica-generated.
Similarly, an Informatica Global Customer Support Webinar Series has been launched with Informatica subject matter experts making online presentations on pertinent technical topics and new products. Initial topics include “Introduction to Master Data Management” and “Informatica Data Quality 9.5.1.” For information on upcoming monthly Informatica Global Customer Support Webinars, visit the Informatica MySupport Portal.
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“With customer IT environments becoming increasingly complex and their data integration requirements increasingly mission-critical, it’s imperative to be proactive,” said Ansa Sekharan, senior vice president, Global Customer Support, Informatica. “The Informatica Global Customer Support team continues to innovate and find new ways to empower customers with relevant right-time information and rapid access to support resources to address issues before they impact system and business performance.”
Recently, Informatica Global Customer Support was honored with a 2013 Gold Stevie Award for its use of technology in Customer Service. Informatica is making the use of technology a key factor in its ability to help drive customer success and rapid ROI through superior and timely service/support, a key differentiator for Informatica in the marketplace.
In the last 12 months, Informatica Global Customer Support has focused on using technology to empower customers to avoid/manage/resolve issues through Informatica’s MySupport Portal. Also recognized by the Association of Support Professionals as one of the world’s "Ten Best Web Support Sites" MySupport is earning considerable plaudits from customers for its new Support TV and highly personalized user experience. These plaudits are translating directly into increased and more effective use of Informatica MySupport resources, strengthening those resources, decreased site attrition and increased call deflections.
In addition to the 2013 Gold Stevie for Use of Technology in Customer Service, Informatica Global Customer Support was also recognized with a 2013 Bronze Stevie for Innovation in Customer Service.