View all newsletters
Receive our newsletter - data, insights and analysis delivered to you
  1. Technology
August 16, 2009

Blue Coat enhances customer service offerings

To allow customers optimise the value of their Blue Coat deployments

By CBR Staff Writer

Blue Coat Systems has introduced BlueTouch Essential, a ‘strategic’ service offering that reportedly enables customers to increase the return on their investment in the Blue Coat Application Delivery Network infrastructure. The company claimed that the new service offering combines the knowledge of a customer’s network with services to minimise downtime and speed time to resolution for service requests.

BlueTouch Essential is a personalised service, and each customer is assigned a Blue Coat technical account manager as a single point of contact for its technical support needs. These engineers have knowledge of the customer’s network topology through documentation, technical reviews, preventive action plans, recommendations and proactive account management to expedite case resolution and minimise downtime, the company said.

The company’s technical account managers reportedly meet with customers weekly, monthly and quarterly to review action plans, new service requests, product release updates and network infrastructure changes and to measure progress in each area. They also conduct annual onsite reviews and product lifecycle strategy reviews that include recommendations for optimising the network to meet business requirements.

Grant Gordon, senior vice president of service and support at Blue Coat Systems, said: “BlueTouch Essential is a high-touch service offering that assigns a single point of contact to act as an extension of a customer’s internal team and combines traditional support with proactive services. By building more strategic relationships that rely on in-depth knowledge of the customer’s network environment, our technical professionals can help customers optimise the value of their Blue Coat deployments.”

Content from our partners
Rethinking cloud: challenging assumptions, learning lessons
DTX Manchester welcomes leading tech talent from across the region and beyond
The hidden complexities of deploying AI in your business

Websites in our network
Select and enter your corporate email address Tech Monitor's research, insight and analysis examines the frontiers of digital transformation to help tech leaders navigate the future. Our Changelog newsletter delivers our best work to your inbox every week.
  • CIO
  • CTO
  • CISO
  • CSO
  • CFO
  • CDO
  • CEO
  • Architect Founder
  • MD
  • Director
  • Manager
  • Other
Visit our privacy policy for more information about our services, how Progressive Media Investments may use, process and share your personal data, including information on your rights in respect of your personal data and how you can unsubscribe from future marketing communications. Our services are intended for corporate subscribers and you warrant that the email address submitted is your corporate email address.