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Improving your CA Datacom Customer Experience

By Don Johnson posted May 12, 2017 04:05 PM

  

One of our goals at CA Technologies is to make your experiences better with our products. We are currently working to improve the process for how our customers and partners get their problems and questions resolved more quickly and easily at any hour of the day and at their own convenience.

 

Whether you have opened many support cases or few, or even if you have been fortunate enough to have never opened one case, we want to help you with your questions. We hope that the information in this post will show you how to get the answers you need quickly, reducing interruptions and stalled times in your projects, and shortening any unplanned outages in your operational systems. This post will specifically look at

  • Knowledge Base articles, and
  • CADRE Community resources.

If you are already using these to get answers, that’s great! Please spread the word to your co-workers who may not know – your company wins when everyone knows about these hidden treasures!

 

First, our support teams publish new Knowledge Base articles every day, on topics from “How do I resolve error message…?” to “Here are some tips to help your process for…?” to “Is there a way to optimize…?” There is no end to the questions you might have, whether you encounter the simplest product upgrade or installation question or you need help with the highly detailed aspects of tuning and performance. Historically, many customers open a case to get this answer, then wait for a support engineer to take the case, research it and reply. Now, you can use an Internet search (our Knowledge Base articles are optimized for Google Search) to quickly get the answer to many of your questions - often the exact answers that our engineers would give you in a support case. This will give you the valuable information you need, but in less time and with less effort.

 

Then, customers often want to know how to best accomplish some business function. Who can better help our customers with this kind of question than other customers who have already done that? The CA Datacom CADRE Community participants have a wealth of experience in a variety of environments and can often give you their perspective or the answers you need for the questions or problems you have. Their answers will usually be more relevant to your business context than our support engineers could provide. You can also survey other customers to help with best practices, so you can determine the best way to accomplish your particular business objectives.

 

In addition, our engineers often publish technical tips in the Community for the CA Datacom products. These tips have often been met with comments like “I never knew about this – this will be very helpful,” or “I have wanted to do this for a long time, and see it is in the next release. We will be upgrading soon!” Occasionally, new sample programs are created based on customer needs or our desire to help our customers with certain functions. For example, a new program to read the RXX was added a while ago which provided many new search and selection possibilities. Our customers have used this to analyze their Logfile more easily.

 

You probably already know that new product releases are announced in the Community, and that you can add your Ideas for product enhancements. To visit the CA Datacom CADRE Community, click the highlighted link, or enter https://communities.ca.com/community/ca-datacom-cadre into your browser.

 

In summary, we believe that searching our Knowledge Base articles and being active in the CADRE Community can provide many benefits to you, and can help you be more effective and efficient in reaching your goals without having to interrupt your workflow to contact the support team. If you have any further questions about these two methods, please let us know how we can help you, or if you have suggestions for other articles or ways we can help you, please start a discussion in the CADRE Community, so everyone can benefit.

 

At CA Technologies, we want to help you be successful!

 

Don Johnson

Principal Support Engineer

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