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.”
