I've heard rumblings about this as well. I don't expect a complete offshoring, but a substantial chunk nonetheless. It does concern me as it is a potentially major shift.
My apprehensions can be summarized as: 1.) Language / Communication / Cultural Barriers 2.) Diminished ability for the support tech to quickly get a feel for how advanced a caller is and adjust support tactics / pace accordingly 3.) Experience with other offshore support tells me they tend to have very slow, rigid, scripted support methods that are of little use to advanced callers. 4.) Severe loss of support staff experience with the supported products I have no problem with BMC saving a dime so long as the customer experience is maintained. I can't imagine how a move like this _could_ do anything but hurt the customer experience in the short term. How it is in the long term really depends on the quality of the support people as perceived by the customers. So as always, if you don't like something - be vocal, complain, escalate, and use the leverage you have. A.) The discontinuation or downgrade of your support contract B.) Withholding of new purchases, letting the sales staff & mgmt know why. C.) Consider the options of using other products (again, include BMC in on the thought process) These should send messages back up to BMC Mgmt throughout the support _and_ sales organizations. Another motivation for BMC may be that another common complaint about BMC is that Maintenance costs are high - so they must reduce costs to reduce the maintenance costs. If they don't pass the savings on, that's more leverage for use in negotiations (reduced quality without reduced price??? Wtf?). My 2 cents, -Brian Luke -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jamahowal Pinitubel Sent: Thursday, September 07, 2006 1:44 PM To: [email protected] Subject: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Importance: High Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO IDEA of the value of the Remedy AR System product line and the Remedy support infrastructure. I have emailed Bob Beauchamp but have not had a response from him regarding this direction. If we can no longer rely on the past stellar support for this product, which is critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely where they have on-site American/English speaking professionals - not underpayed call centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships & restricted escalation paths with the Remedy software engineering community. As a longtime customer, I am personally outraged by this move and I am insulted that BMC has not contacted us nor have they solicited feedback on this initiative. What does everyone else think? (Please, EVERYONE chime in on this) What can we do to get BMC to keep their existing support infrastructure and stop them from farming out their support to people who can not even speak clear American English? JP _________________________________________________________________ Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico / MSN Shopping for great Cottage Living ideas. http://shopping.sympatico.msn.ca/category/shp/?bCatID=11,ptnrid=176,ptnr data=081801 ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
