At BigMachines, we understand that expert customer support is one of the most critical factors for successful deployment of any new business solution. BigMachines Customer Support is dedicated to helping you increase user productivity and satisfaction, and maximise the benefits you achieve with BigMachines solutions.
Our multi-faceted support program extends your software investments through open, online access to customer-shared and industry-leading best-practices, BigMachines product tools and support information, and a collaborative network of customers.
BigMachines includes support as part of your subscription services. Support is designed to boost your success by helping you quickly resolve any questions and issues, in addition to sharing best practices across the BigMachines customer community.
A key component of our customer support program is the BigMachines online Support Centre, providing you with a single point of entry to a repository of support information and tools, as well as an interactive community to share best practices and drive innovation in product design and development.
The online Support Centre includes innovative, web-based community applications including My BigIdea, an interactive forum where customers can submit their own ideas for product enhancements. Using My BigIdea, other customers can view the suggestions, add their own comments, and vote on the ideas they would like to see implemented. Your input is valuable to us and is closely monitored.
In addition, BigMachines provides ongoing services after implementation including performance optimisation, adoption, marketing, technology upgrades, and training. BigMachines helps customers drive benefits from their BigMachines implementation by tracking user adoption, measuring value attained versus project goals, and by identifying new improvement opportunities. BigMachines also helps to drive process change and user adoption by co-developing a communication and training plan for internal users, channel partners, and customers.
BigMachines' Customer Success Management team is responsible for proactive communication to customers, sharing best practices, and ensuring that BigMachines customers achieve full adoption and value. Additionally, BigMachines offers Customer Success Forums throughout the year to ensure customers are up-to-speed with the latest innovations.