IBM has partnered with HCL on various fronts for the IBM DevOps Test suite of products ranging from Development, Testing, Support, Customer Advocacy and much more.
The HCL business philosophy is based on a customer-centric approach. Thanks to our Client Advocacy Program, customers can have a direct point of contact for the test automation and service virtualization suite of products, enabling them to create a strategic relationship with our technical, management, and executive leaders. The products included are:
- DevOps Test Hub (formerly Test Automation Server)
- DevOps Test Workbench
- DevOps Test Integrations and APIs (formerly Integration Tester)
- DevOps Test Performance (formerly Performance Tester)
- DevOps Test UI (formerly Functional Tester)
- DevOps Test Virtualization
- DevOps Test Embedded (formerly Test RealTime)
Our Client Advocacy Program is based on five fundamental points:
- A cohesive and collaborative approach to the client relationship
- Proactive communication on product news and updates
- Support for in-depth product understanding and business needs
- Deep dive into customer business and challenges
- Frequent interaction during the product roadmap definition and the development process
What do we expect from customers participating to the Advocacy Program, and what do we ask them?
The client’s role is to share with the Client Advocate (CA) their business needs and strategies, communicate to the CA their expectations and product experience, and share their issues and requirements. The customer might involve the CA in planning meetings to take advantage of suggestions while defining the right direction according to the business needs. CAs do not replace the official channel of support but they can be a fast path inside the development lab organization.
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What is the Client Advocate’s role?
The CA’s role is to facilitate the flow of information between clients and the HCL technical community.
By having regular interactions with the client, CAs become aware of the customer environment. They learn of any issues or requirements, as well as understand customer business goals and strategies.
CAs are involved in planning sessions, upgrade plans to provide assistance, or help the customer support, services, and development teams to understand the customer needs clearly.
CAs can lead technical sessions such as “ask the experts”, deliver live demos, hold question and answer sessions, and conduct open discussions about features.
Whatever the client wants to know about the test automation and service virtualization products, the CA will help provide the answers.
Client Advocacy Program vs Paid Services
The Client Advocacy Program is a No-Charge service. This means that it does not replace standard support, lab services engagements, or other paid services.
We, as the Client Advocates, don’t resolve support cases, but we know the customer environment so we can help the customer support team to speed up the resolution.
Although we are not services consultants, we can put the customer in touch with the right team so we can understand their needs together.
We are a channel to avoid the critical issues and drive customer satisfaction. We are Advocates for clients inside HCL.
If you are interested in joining the program, or you want to know something more about the Client Advocacy Program, send Marianne an email at Marianne.Hollier1@ibm.com.
Marianne Hollier
Client Advocacy Manager for Testing