Agreed about the process; this is NOT a "Support problem". Bugs come from Engineering through QA, and then become Support's problem. Fix the balance between Engineering and QA, and you don't have an overloaded support department and ticked off customers. Why is this so hard for BMC to figure out and implement? I know they have people there smarter than I am.
Rick On Mon, Oct 17, 2011 at 8:20 AM, arslist <arsl...@danielbloom.ca> wrote: > ** > > I am also told that unlike this year where having Support at WWRUG11 fell > through the week before the conference, **** > > they will be present at WWRUG12 so that there can be some face to face > discussion of issues and how to resolve them.**** > > Obviously the expectation is that they will also be able to tell what they > have done to improve services in that time.**** > > ** ** > > There are signs, like Matt Laurenceau being active on the ARSlist, that BMC > is aware of some problems and wants to figure out ways**** > > To clear them up.**** > > ** ** > > [throwing money at engineers won’t help if the process is broken, we’ll > ignore the irony of process at BMC being broken…]**** > > ** ** > > …. Daniel**** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Matt Laurenceau > *Sent:* October 17, 2011 4:47 AM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Atrium SSO and CAC Authentication**** > > ** ** > > ** (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> > 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> 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> > *To:* 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] > on behalf of Matt Laurenceau [matt.laurenc...@gmail.com] > Sent: Wednesday, October 12, 2011 3:32 PM > To: 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 > Follow me @Matt_L > Skype: matt.laurenceau > > > On 12 oct. 2011, at 21:00, Mike Ziniti <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 > > Sent from the ARS (Action Request System) mailing list archive at > Nabble.com. > > > > > _______________________________________________________________________________ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" > > **** > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_**** > > > > **** > > -- > Patrick Zandi**** > > > _attend WWRUG11 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 **** > > ** ** > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ **** > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
