Madge Networks Joins IBM's PC Server Start Up, Enhancing Customer Support

Strategic Insights -

Madge Networks, a leader in networking solutions for the enterprise, has announced its participation in IBM's PC Server Start Up, a multi-vendor technical support program designed to simplify customer service and support for IBM's new PC Server products. The program, which includes nine other industry-leading networking vendors, aims to provide customers with a single point of contact for their telephone service and support needs. Under the program, Madge's adapter products sold in IBM servers, including its Smart 16/4 Hubcards, will be covered, and the company will work closely with IBM's HelpCenter to provide jointly-trained technical staff to its mutual customers.

Key Takeaways:

  • Madge Networks has joined IBM's PC Server Start Up, a multi-vendor technical support program, as a founding member along with nine other industry-leading networking vendors.
  • The program aims to provide customers with a single point of contact for their telephone service and support needs.
  • Madge's adapter products sold in IBM servers, including its Smart 16/4 Hubcards, are covered under the program.
  • Madge will work closely with IBM's HelpCenter to provide jointly-trained technical staff to its mutual customers.
  • The program highlights the increasing importance of customer support and service in the networking industry.
  • The agreement between Madge and IBM defines several areas of cooperation, including technical education, problem-resolution access, and call transfer management.
  • A problem-resolution support hierarchy is in place to give customers fast, accurate answers, with three levels of support: first-level handled by IBM's HelpCenter, second-level handled in conjunction with Madge support specialists, and third-level handled by Madge technical support staff.
  • Madge Networks provides end-to-end expertise in networking, from its Smart Software to its high-performance Fastmac software.

Statistics:

  • Nine other industry-leading networking vendors, along with Madge, are participating in IBM's PC Server Start Up program as founding members.
  • Madge's adapter products sold in IBM servers, including its Smart 16/4 Hubcards, are covered under the program.
  • Madge will provide jointly-trained technical staff to its mutual customers with IBM's HelpCenter.
  • The program aims to provide customers with a single point of contact for their telephone service and support needs.

Sources:

  • Business Wire, "Madge Networks Inc. Joins IBM's PC Server Start Up, Enhancing Customer Support." March 9, 1995.
  • IBM, "IBM Launches PC Server Start Up Support for PC Servers."