Gulf Business Machines Support Line (GBM Support Line), an IBM initiative offered throughout the region since 1995 has grown its subscriber base by a phenomenal 30 percent year on year, according to a press release published by the GBM.
"The dramatic rise in the number of subscribers proves that Support Line is simple, fast and effective and is perceived as a mandatory service for every critical business environment," Georges Ferzli, GBM's Manager of Integrated Technology Services said in the statement.
The service provides customers with instantaneous voice access to software product specialists who use IBM's RETAIN system to record and manage queries, and access to software resolutions unmatched in the IT industry.
According to the press release, the Support Line provides subscribing customers with assistance on both defect and non-defect problem resolution: quick answers to 'how to' queries, operation guidance, information and tips, and support for non-IBM products.
Willy DeBatselier, GBM Information Technology Services Manager said in the statement that the "Support Line provides dedicated software support and is distinct from maintenance agreements typically entered into by customers on the purchase of products.”
Security is another aspect, which will see the popularity of Support Line further boosted. As the region transforms to e-business, transactions over the web and protection against computer hackers will become important issues and Support Line offers customers peace of mind through the security expertise and consultancy it provides, it added.
"As IBM is part of the US government initiative on hacking, encryption is a key focus for us," said Mike Nelson, Internet Strategist at IBM Washington who has just completed a Gulf tour where he presented to senior government and industry representatives.
Through GBM Support Line, customers gain access to local GBM IT software specialists and can benefit from Arabic support as well as the added value provided by the IBM support organization worldwide, said the statement – Albawaba.com
© 2001 Al Bawaba (www.albawaba.com)
