Austin Phone Support is to Change!

[Richard A Johnson]

Here's an article I just received from inside IBM.  (Maybe all of that
complaining we've all been doing has been effective afterall!)

LIVE CALL SUPPORT IS CHANGED TO BETTER SERVE CUSTOMERS

       (Customer refers to Customers, SE's or CE's)

   A significant process change will be implemented in the RISC
   System/6000 Software Support on Monday, April 29th.  We have
   integrated a Response Coordination  Team into our  live call
   support  to match  Customer need  with Department  resource.
   This process change has evolved  out of our ardent desire to
   better serve the Customer.

   In the past, when a Customer would call with a printer prob-
   lem, he might not reach the person who has in-depth knowledge
   of printers. We have established that we can much better serve
   the Customer by quickly determining in which of the following
   areas the Customer is having trouble:

     Commands,  Printers, Graphics, Languages, Kernel,
     Communications-TCPIP/NFS, Communications-SNA, or
     Communications-Async

   and then routing the call to the specialists who handle only
   those types of problems.

   This will promote faster resolution to problems and ultimately
   greater Customer satisfaction.

   The change from the Customer perspective will be:

       When the Customer reaches  the Support Center, the first
       person that the Customer will talk to will be a Response
       Coordinator.  The duty of  this individual is to connect
       the  Customer with  an  AIX analyst  who specializes  in
       solving the  types  of problems the  Customer is calling
       about.  Calls will be routed  faster to  the appropriate
       person if you  say that your problem  is   within one of
       the specific groups listed above.  If you can not narrow
       the problem  down to one  of these groups,  the Response
       Coordinator will ask you to provide some keywords relat-
       ing to the problem.  We have a tool to route calls via a
       keyword list  search.  If  the keyword list  search does
       not work, you will be  routed to a Generalist Team  that
       will help you.

   We are confident that this process change will maximize the
   utilization of Department talents and promote a win-win
   situation for the Customer and IBM.