Proactive Services By Design – IT Support
Most IT professionals prefer a proactive approach to support when managing their IT environment. Who doesn’t want to prevent issues from impacting their environment or causing costly downtime? To be successful, you need the right tools and resources from your technology vendors. EMC continues to invest in its Agile Services model, first introduced in 2011, to empower customers to be increasingly proactive in managing their environments.
The EMC Online Support site is a major component of the Agile Services model. Its on-demand tools and information are instrumental in helping customers meet their business needs. Customer demands evolved over the last 10 years from access to static information such as documentation, to a comprehensive suite of tools ranging from online chat and vibrant support communities to remote monitoring and predictive technologies.
By continuously soliciting customer feedback and responding with key innovations and ongoing investments, EMC stays ahead of these customer demands. This month, the Association of Support Professionals (ASP) named EMC one of the top 10 “Best Web Support Sites of 2014,” complementing our 2013 award and strongly validating our efforts.
For example, the “My Product” feature presents a single view of your installed base with detailed product and contract information. It delivers detailed reporting on topics that matter most to you, such as remote connectivity status, service requests, and maintenance contract expiration. This enables you to optimize product performance, reduce stability and vulnerability issues in your environment, and streamline your self-service experience.
We would love to hear your ideas for new features you would like to see us consider for the site!