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Appliance Deployment Success Hinges on Customer Service

November 10, 2011


A recent appliance deployment video production from NEI (News - Alert) explained how system integration and a dedicated partner can help maximize uptime and enhance customer service worldwide.

Technology vendors spend countless hours planning both their products and the appliance deployment strategies companies can take, said Jeff Hudgins (News - Alert), NEI Vice President of Marketing, in the video, including how to get their products to market, but “often overlook the importance of a comprehensive support and maintenance program.”

Of course, it’s not news to anybody that customer support is a key component of customer loyalty, and that customer loyalty is the goal, as it’s much cheaper to keep a current customer than it is to gain a new one. As Hudgins correctly notes, “failure to quickly and effectively resolve customer support issues will erode the brand you worked so hard to create.”

Hudgins used NEI’s global support infrastructure and service programs as an example of how a knowledgeable, committed strategic partner can assist companies in retaining customers and building loyalty. With such a partner, he said, products’ lifespan and uptimes can be extended. As part of NEI’s five-point LEAD system, support rounds out the comprehensive lifecycle services.

Earlier this year, TMCnet reported that officials of NEI said companies like Motorola and Alcatel Lucent (News - Alert) “have turned to” NEI for appliance deployment. There’s a good reason they do so, too. Telecommunications moves fast, and keeping pace with the likes of 4G wireless and the mobile Internet isn't easy.

As a result, company officials said, they developed the LEAD (Lifecycle Engine for Application Deployment) system to solve challenges involved in increasing the speed to market of applications. The system, as described by NEI officials, encompasses the entire lifecycle, and is supported by what they say is “a disciplined approach to program management.”

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jamie Epstein
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