Cloud and hosted service providers using Parallels Automation have an unmatched capability to combine and integrate applications and services from different vendors to provide their customers with bundles that meet a wide range of business needs.
However, support issues can be a challenge when customers require assistance for services that may not be directly hosted by a service provider. To help Parallels Automation customers meet this challenge, Datacom has been working with Parallels to deliver an integrated cloud support model, which provides customers with access to seamless, end-to-end support for their cloud subscriptions.
The Parallels and Datacom support team alliance helps cloud service providers with:
• Activation assistance: Proactively contacting new customers and extending an offer to assist them in setting up their new services, migrating existing data into the cloud and customising applications to the extent possible to support their needs
• Integration: Providing technical consulting and support to integrate cloud services with the customer’s existing on-premise systems, to enable single sign-on, data sharing and more
• Technical assistance: Helping customers resolve issues when things go wrong, including when the problem is found to be in the service orchestration layer
• Customer service: Answering billing questions, assisting with account changes to add or modify services
• Service growth: Monitoring service usage, bringing new services into the cloud through Datacom’s APS development team, upselling and cross-selling where appropriate
In an increasingly competitive marketplace, the support delivered by Parallels and Datacom can serve as a competitive edge for cloud and hosted service providers.
Clark Hobson, Vice President
Datacom Group