A while ago, I wrote a semi- off-topic blog on my frustrations with online support (at my bank and so on) and asked the question, is this what online support might be like in an actual cloud, SaaS CTRM context? Well, that blog seemed to be spot on and garnered quite a bit of interest and commentary. Everyone reading this will at some point have found themselves in online support hell?. The kind where your query is to be found in a database of pre-canned questions and answers that you must sort and sift through only to find nothing that remotely looks like your issue. You then look for the phone number of email for support only to find none is provided. Yes? I don’t believe such ‘support’ helps with creating a solid brand, to be honest. Among those responding was Shreedevi Thacker, CSO and founding partner at ETRMServices. Pointing out that ETRMServices is a vendor that can provide managed services for an entire platform, she wanted to comment on support in the context of SaaS and CTRM. As she told me on the phone, everything has to work end-to-end, including things like interfaces, both within the trading stack as… continue reading
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