Informatica Corporation (NASDAQ: INFA), the world’s number one independent provider of data integration software, today announced that the Informatica My Support site – the company’s personalized customer portal for optimizing today’s complex data integration environments – has been named one of 2012’s "Ten Best Web Support Sites" by The Association of Support Professionals (ASP), an international membership organization for customer support managers and professionals.
ASP is a professional organization for individuals who run technical support organizations in software and technology companies. Each year, ASP publishes a 100+ page report called “The Year's Ten Best Web Support Sites.” The inclusion of the Informatica My Support portal in the 2012 report is a result of My Support being a prime enabler of Informatica’s knowledge- and community-based self-help and personalized proactive support strategy.
Additionally, Informatica announced that it has joined the Technical Support Alliance Network (TSANet), the IT industry’s only fully operational vendor-neutral technical infrastructure proven to fast-track multivendor cooperation and significantly reduce time-to-resolution. Membership in TSANet enhances the ability of Informatica Global Customer Support (GCS) to engage and collaborate with other vendors in resolving interoperability and other technical issues in multivendor customer environments.
TSANet is the largest multivendor alliance in the world. The not-for-profit organization provides a global vendor-neutral infrastructure where members agree to collaborate when a multivendor problem develops. TSANet’s more than 200 members utilize the infrastructure and its common database to optimize their responses to joint customer problems.
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“Web-based support has evolved far beyond its origins as a low-cost channel for delivering break-fix solutions,” says ASP executive director Jeffrey Tarter. “The trend-setters now use their support sites as a platform for hosting large user communities, for delivering skills training, and for interacting with customers over the whole life-cycle of product ownership. In turn, customers tend to reward these companies with higher satisfaction scores and long-term loyalty.”
“Informatica’s membership in TSANet underscores their dedication to providing customers a streamlined path for multivendor isolation and problem resolution. We’re delighted to have Informatica as an addition to the alliance,” said Dennis Smeltzer, TSANet president.
“These two announcements – recognition by ASP and membership in TSANet – underscore Informatica’s commitment to customer success,” said Ansa Sekharan, senior vice president, Global Customer Support, Informatica. “As the world’s leading independent data integration software provider, the success of Informatica My Support as a ‘one-stop-shop’ for all customer support needs continues to drive customer enablement and Informatica’s industry-leading customer loyalty. Our participation in TSANet will further enhance our ability to collaborate efficiently with other vendors to optimize each customer’s overall information environment and quickly resolve multivendor support issues.”