How VCE Delivers Seamless Support

In today’s complex computing environments, IT is responsible for building and maintaining an infrastructure that will keep organizations running smoothly. However, when things go awry for IT shops, navigating through multiple customer support groups can create an even bigger headache—particularly for customers that use traditional or reference architectures with components from multiple vendors.

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Learn about VCE’s Core, Plus and Premier Support programs.

Since the beginning, VCE’s goal has been to make things simple for our customers. We provide pre-integrated, pre-tested and pre-validated converged infrastructure systems that can be quickly deployed, easily distributed and counted on to increase the predictability and timeliness of IT projects.

We take this same approach to customer support.

Every minute of downtime can cost businesses thousands of dollars in lost productivity. And for IT managers dealing with components from multiple vendors and coordinating them when support is needed can become a logistical nightmare. At VCE, we provide our customers with a single point of support to simplify the troubleshooting and resolution process. By combining a fully tested multi-vendor system with a specialized team using an interconnected backend support CRM, we can easily navigate issues affecting the Vblock System, no matter which component causes the problem. 

While this process sounds simple enough, we work hard behind the scenes to create a seamless experience for our customers. VCE brings together best-in-class components from Cisco, EMC and VMware—which means we have expertise in every component of the Vblock System so we can support it as a single product, in a single support call. 

We train our support staff to know the Vblock System inside and out and test each product extensively before deployment to keep many potential issues from ever happening at all. We also maintain teams of Subject Matter Experts (SMEs) that specialize in individual Vblock System components and work together to resolve more complex issues. This gives us a powerful advantage, enabling us to resolve 90 percent of all support calls without the need to escalate to Cisco, EMC or VMware. More importantly, it also means better and faster support for our customers when they need us most.

Watch my video below to learn more about my team and find out how we provide comprehensive and accountable technical support.

About the Author: Jason Pishotti