(Update for all listers about BMC Support) Executives in Support, including Mary Morgan<http://www.linkedin.com/pub/mary-morgan/2/465/633> (who runs Global Premier organization), are fully playing ball. They contacted John Doe directly, proposing pragmatic actions, see some headlines: - We do take the level of service we provide in Premier support very seriously and I would like to better understand your specific experiences because this is indeed disappointing - I need to know where we are falling down so that corrective action can be taken
@Mike Ziniti, e-mail bumps back when we use versi...@aol.com Please let us know best way to interact. Take care, ------------------------------ *Matt Laurenceau* Senior Community Ambassador WW Global Marketing Mobile: +33 6 73 51 94 85 Tour Manhattan 6, place de l'Iris - La Défense 2 92095 Paris La Défense Cedex, FR [image: BMC Software] <http://www.bmc.com/> [image: BMC Communities] <http://communities.bmc.com/> [image: Twitter] <http://twitter.com/bmcsoftware> [image: Facebook]<http://www.facebook.com/pages/BMC-Software/94099042471?ref=ts> [image: YouTube] <http://www.youtube.com/user/BMCSoftwareBMCtv> [image: LinkedIn]<http://media.cms.bmc.com/images/icon_signature_linkedin.gif> On Thu, Oct 13, 2011 at 11:15 PM, Matt Laurenceau <matt.laurenc...@gmail.com > wrote: > Mike, John, all, > > BMC Support plays ball, from terrific Executives to great Individual > Contributors (you probably all know Mark W or Jim W). > Things sometimes do not work as expected. > > I'll work with a couple of you on pragmatic (actionable) examples to > identify areas for improvement (tech details, communication, process). > We'll update this thread in the process (only from time to time, let's not > create a huge thread) > > Thanks, > > ~ Matt Laurenceau > Senior Community Ambassador, BMC Communities > matthieu_laurenc...@bmc.com > Follow me @Matt_L > Skype: matt.laurenceau > > > On 13 oct. 2011, at 18:19, Axton <axton.gr...@gmail.com> wrote: > > ** Stakeholders have to be more than just shareholders, IMHO. This applies > to the community, environment, employees, customers, shareholders, and so > on. I don't think the status quo reinforces this whole notion. Quiet the > opposite, in fact. > > On Thu, Oct 13, 2011 at 10:54 AM, patrick zandi < <remedy...@gmail.com> > remedy...@gmail.com> wrote: > >> ** Pay the people who do good work, appropriately and do not undercut with >> inexperienced cheap sweat shop to make your 90 day quota numbers.. >> >> IF you live by numbers you exclude people.. if you exclude people you >> disenfranchise customers, if you disenfranchise customers you loose >> credibility and integrity, if you loose integrity and credibility you will >> disappear or will be absorbed by someone else or even fall into corruption. >> >> IMHO >> >> >> On Thu, Oct 13, 2011 at 10:50 AM, John Doe < <hornetl...@yahoo.com> >> hornetl...@yahoo.com> wrote: >> >>> ** >>> Oh Matt...... >>> >>> Your intentions are good, I appreciate that. Unfortunately I have watched >>> our premier support tank this year. Cases are now taking 6 months to >>> resolve instead of weeks. We are constantly getting the runaround. No >>> updates take place until the morning before our conference call. They are >>> so busy they can't concentrate on any one case from any one company. Our >>> premier support has been taken off our cases to cover "higher" grossing >>> customer's cases. It's an instance of being spread too thin. Folks who >>> have been around premier support engineering (not managers, but actual >>> engineers with lots of Remedy problems daily) for a while and have a >>> barometer understand. BMC is growing and I understand that. It's just >>> unfortunate the engineers have to suffer. Engineering is not sales and >>> cannot be managed the same. Familiarity does not equal experience. >>> >>> Premier support has such a large umbrella. All of us agree with that. >>> Hiring engineers into that umbrella that do not have the proper experience >>> and then cross training them is one thing. But turning them loose to support >>> a customer and give troubleshooting advice for modules they are not very >>> familiar with is really a hard thing to understand. It's almost as if they >>> are learning as we go. I can understand this from a non-technical >>> perspective. But we are dealing with very technical stuff here. >>> >>> It just seems to me and I mean this very respectfully, Premier Support is >>> being staffed similar to a Help Desk now. The problem with this is >>> obvious. I mean nothing bad to the engineers because they are trying and >>> giving their best. It's just an unfortunate circumstance due to growth and >>> unexpected demand. Which is good.......for sales. But that has to be >>> shored up on the back-end with engineers. >>> >>> What you are starting to see is there just isn't that much Remedy (BMC >>> products as a whole) engineering experience out there. You cannot >>> manufacture that in a week or two. Especially, with the new and innovative >>> products BMC is pioneering. >>> >>> >>> >>> >>> >>> >>> ------------------------------ >>> *From:* Guillaume Rheault < <guilla...@dcshq.com>guilla...@dcshq.com> >>> *To:* <arslist@ARSLIST.ORG>arslist@ARSLIST.ORG >>> *Sent:* Thursday, October 13, 2011 8:27 AM >>> >>> *Subject:* Re: Atrium SSO and CAC Authentication >>> >>> Hi Matt, >>> >>> Are you volunteering to be our "BMC Support expediter" ? >>> Beware of what you are getting into ;-) >>> >>> Guillaume >>> >>> ________________________________________ >>> From: Action Request System discussion list(ARSList) [<arslist@ARSLIST.ORG> >>> arslist@ARSLIST.ORG] on behalf of Matt Laurenceau >>> [<matt.laurenc...@gmail.com> >>> matt.laurenc...@gmail.com] >>> Sent: Wednesday, October 12, 2011 3:32 PM >>> To: <arslist@ARSLIST.ORG>arslist@ARSLIST.ORG >>> Subject: Re: Atrium SSO and CAC Authentication >>> >>> Thanks for the heads-up. >>> >>> What do you mean by "BMC support are quite lacking." ? (let's fix this :) >>> >>> Take care, >>> >>> >>> Matt Laurenceau >>> Senior Community Ambassador, BMC Communities >>> <matthieu_laurenc...@bmc.com>matthieu_laurenc...@bmc.com >>> Follow me @Matt_L >>> Skype: matt.laurenceau >>> >>> >>> On 12 oct. 2011, at 21:00, Mike Ziniti < <versi...@aol.com> >>> versi...@aol.com> wrote: >>> >>> > Hi, >>> > >>> > Has anyone successfully implemented Atrium SSO using CAC >>> authentication? If >>> > so I'm looking for some help on how to correctly set it up since the >>> > documentation and BMC support are quite lacking. >>> > >>> > TIA, >>> > >>> > Mike >>> > >>> > -- >>> > View this message in context: >>> <http://ars-action-request-system.1093659.n2.nabble.com/Atrium-SSO-and-CAC-Authentication-tp6886321p6886321.html> >>> http://ars-action-request-system.1093659.n2.nabble.com/Atrium-SSO-and-CAC-Authentication-tp6886321p6886321.html >>> > Sent from the ARS (Action Request System) mailing list archive at >>> <http://Nabble.com>Nabble.com. >>> > >>> > >>> _______________________________________________________________________________ >>> > UNSUBSCRIBE or access ARSlist Archives at <http://www.arslist.org> >>> www.arslist.org >>> > attend wwrug11 <http://www.wwrug.com>www.wwrug.com ARSList: "Where the >>> Answers Are" >>> >>> >>> _______________________________________________________________________________ >>> UNSUBSCRIBE or access ARSlist Archives at <http://www.arslist.org> >>> www.arslist.org >>> attend wwrug11 <http://www.wwrug.com>www.wwrug.com ARSList: "Where the >>> Answers Are" >>> >>> >>> _______________________________________________________________________________ >>> UNSUBSCRIBE or access ARSlist Archives at <http://www.arslist.org> >>> www.arslist.org >>> attend wwrug11 <http://www.wwrug.com>www.wwrug.com ARSList: "Where the >>> Answers Are" >>> >>> >>> _attend WWRUG11 <http://www.wwrug.com>www.wwrug.com ARSlist: "Where the >>> Answers Are"_ >> >> >> >> >> -- >> Patrick Zandi >> >> _attend WWRUG11 <http://www.wwrug.com>www.wwrug.com ARSlist: "Where the >> Answers Are"_ >> > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > > -- ~ Matt Laurenceau, BMC Software Senior Community Ambassador, BMC Communities matthieu_laurenc...@bmc.com Follow me at @Matt_L <https://twitter.com/matt_L> Skype: matt.laurenceau _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
