Support 

Introducing Silanis' Customer Advocates Team

On January 1, 2008, Silanis will introduce its Customer Advocates Team, reflecting a fundamental shift in philosophy and practice, with regards to customer support.

“The Customer Advocates Team is all about building and sustaining positive relationships with our customers,” said Antoine Muscari, director.

“As a team of professionals constantly and continuously advocating the customer’s position within Silanis, the customer advocates will take a proactive approach.”

This dynamic team will inquire about customers’ future needs, offer deployment and configuration recommendations when appropriate, and continually promote customers' interests within Silanis.

Customer Advocacy vs. Customer Support

Traditional customer support focuses on resolving issues as they occur. In contrast, customer advocacy focuses on building better relationships with customers.

New Initiatives

To help customers maintain and plan their deployment of Silanis solutions, the Customer Advocacy Team will launch the following initiatives in 2008:

• Proactive Customer Contact Program: The Customer Advocates Team will create a detailed customer profile bank that will include deployed solution details and information on customers’ software/hardware infrastructure and any planned future deployments. This holistic approach, and regular proactive contact, will provide the Customer Advocates Team with the tools to serve customers as efficiently as possible.
• Product Lifecycle Management: The Customer Advocates team will keep customers apprised of Silanis and third-party software in order to facilitate customers’ upgrade and release planning.
• New Communication Tools: The Customer Advocates Team will undertake several initiatives to facilitate communication and provide additional methods of interacting with Silanis.