Last year, I read an article about a company hosting a "support party” where associates from other functional areas volunteered to take support calls. I shared this article on our company mailing list, and after it received a lot of attention from Red Hat associates and from Jim Whitehurst, our CEO, we decided to do our own Red Hat version. Recently, Jim worked alongside our North America support team in Raleigh, North Carolina, taking calls as they were received in real-time. We captured some of Jim’s experience on film.
I think this film captures a major theme at Red Hat: the critical nature of our support and engineering organization. At some companies, support is an afterthought. But at Red Hat, support is part of the engineering organization and a vital part of the overall Red Hat subscription value. At Red Hat, support is top of mind for everyone, including Jim.
We pride ourselves on a support experience that goes beyond the break/fix model of traditional support vendors. We focus on developing a support relationship as a collaborative partner, sharing insights, guidance and solutions that enable our customers to better meet their business objectives. Our powerful combination of engineering, product management and support is designed to create a great customer experience that covers the entire product lifecycle, from planning to deploying and maintaining Red Hat enterprise solutions. Our unique approach to customer support has helped us to gain an industry leadership position in the top league of support providers among a prestigious group of IT industry leaders, as referenced in a recent multiclient study by IDC.
I want to thank Jim for taking the time to showcase how important support is to Red Hat and how committed we are to providing an exceptional support experience to our customers and partners.
To connect with Red Hat Support, check out: Red Hat Customer Portal, Red Hat Support Twitter, Red Hat Support Facebook, and Red Hat Support Google+.
About the author
Marco Bill-Peter is the senior vice president of Customer Experience and Engagement (CEE) at Red Hat. CEE is responsible for increasing the value customers and partners receive from their relationship with Red Hat. In addition to technical support delivery and strategic customer engagement, Bill-Peter's organization is responsible for the award-winning Red Hat Customer Portal, quality engineering, DevOps, product certifications, product security, product documentation, and translation services.