NOVELL has set up a customer point of contact, designed to help answer administrative questions and enable paper tasks to be done online.
Called Customer Care Service, the free phone and web-based service lets resellers and end user organisations download upgrade software, carry out audits of their licence agreements, order brochures and speak to a Novell staff about various day-to-day matters.
The service, which has been running for a couple of months, has eight staff across New Zealand and Australia and is part of Novell’s move to decentralise tasks from the US to Asia Pacific. The New Zealand representative is Aimee Jones in Wellington.
Novell New Zealand manager Matthew Christie says the service does not replace resellers’ core business.
“It doesn’t provide you with the ability to order software or log calls. It’s a customer touch point. The [eight] Novell staff have been trained up on how to use all of our customer portals.”
He says the service is a good means of reseller and end user feedback.
“We’ve moved a lot of our systems to online systems. This makes us aware of the problems [customers] are facing so that we can address them. We’re now starting to provide service levels and to measure them properly.”
The Customer Care Service replaces an earlier setup that was based in Australia. It operates between 8am and 5pm and is reached by calling 0800 441 671.