CARE Service

Overview
NextNine’s CARE (Continues Assessment Review and Enhancement) service was designed to ensure that your remote service implementation is constantly optimized and meets industry best practices for design, scalability and performance. It leverages NextNine’s collective experience of working with some of the world’s leading service organizations, as well as industry specific expertise in several verticals.

Approach
The CARE Package is an annual service delivered by NextNine’s professional services team, and consists of 12 days of onsite consultation (typically 2 days every other month). Additionally, the CARE package includes continuous access to a designated Senior Professional Services Engineer that is assigned to you.

Content
Prior to each consultation, our professional services experts work with you to formulate a specific agenda that addresses your current needs.

 

Typical CARE consultations consist of the following:

  • Knowledge Review – review and optimization of “knowledge” (product lines, analysis rules, monitoring profiles etc.) currently being worked on by your team. Feedback is provided on development methodology and best practices to ensure optimal results.
  • Short-term Planning – review of plans for short-term knowledge development (e.g. for upcoming products and services) and application of best practices to planned development.
  • Long-term Planning – discovering, evaluating and scoping of the issues are of the most concern to your organization in the coming 12-24 months.
  • Customer Adoption Review – review of best practices for expedited customer adoption. Topics covered include best practices for rapid deployment of the Virtual Support Engineer™ as well as customer facing reports for value demonstration.
  • Product Refreshers – “mini-training” sessions covering specific areas of the NextNine solution in greater depth.
  • “The NextNine Edge” – overview of the latest trends, best practices and use cases for remote product service.
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NextNine is a global provider of support automation solutions. Its Virtual Support Engineer™ allows technology vendors to proactively monitor and service their products at the customer site and automate the discovery, diagnosis and resolution of problems before the customer is disrupted. Global leaders utilize NextNine’s platform to cost-effectively increase customer satisfaction, reduce support costs, secure service revenues and maximize system uptime.