This article was originally published in 2019.08.15

Client Advocacy Program

Our business philosophy is based on a customer-centric approach. Thanks to our Client Advocacy Program, customers can have a direct point of contact for UrbanCode (IBM DevOps) products, enabling them to create a strategic relationship with our technical, management, and executive leaders.

Our Client Advocacy Program is based on these fundamental points:

• Cohesive and collaborative approach influencing the product roadmaps
• Proactive communication on product news and updates
• Support for in-depth product understanding and business needs definition
• Frequent interaction and feedback sessions during product and feature development

What do we expect from customers participating in the Advocacy Program, and what do we ask them?

The customer’s role is to share with the Client Advocate (CA) business needs and strategies, communicate to the CA expectations and product experience, and share issues, requirements, and best practices. CAs do not replace the official channel of support but they can be a fast path inside the Lab organization.

What is the Client Advocate’s role?

The CA’s role is to facilitate the flow of information between customers and the UrbanCode technical team.  By having regular interactions with the customer, CAs become aware of the customer environment. They learn of any issues or requirements, as well as understand customer business goals and strategies.

What is the difference between the Advocacy Program vs. Paid Services?

The Advocacy Program is a FREE service. This means that it does not replace standard support, lab service engagements, or other paid services. We, as the Client Advocates, don't resolve PMRs or Cases, but we know the customer environment, so we can help the customer support team to speed up the solution. We have one on one interaction with Product Managers and can help champion customer requests for enhancements (RFE’s). We host approximately four face-to-face customer engagement events per year.

Build a long term strategic relationship with us.

If you have questions regarding the program, or if you are a current customer and would like to request a Client Advocate, please contact

marianne.hollier@hcl-software.com

or

dadhichp@hcl-software.com
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