IBM Helps Growing Businesses Expand Global Technology Support

        IBM Helps Growing Businesses Expand Global Technology Support

PR Newswire

ARMONK, N.Y., Jan. 10, 2013

ARMONK, N.Y., Jan. 10,2013 /PRNewswire/ -- IBM (NYSE: IBM) today announced
the expansion of its leading technical support services to now provide small
and medium-sized businesses with the ability to offer global technology
support to their customers, regardless of their location. As the imperative
for businesses to expand into global markets continues, IBM provides them with
comprehensive single-source technical support services for a fraction of the
cost of maintaining in-house skills or multiple regional service contracts.

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IBM's new Managed Vendor Support Services gives clients the opportunity to
scale their technical support offerings globally—at their own pace— via access
to IBM's global reach, highly skilled technical professionals, worldwide parts
network and logistics expertise. More than just cost cutting, the new service
helps growing companies calibrate the technical support needed by their
customers in specific locations around the world and adjust the technical
support model required. For example, small and mid-sized companies ranging
from retail operations, to electronic game manufacturers to medical device
providers can now easily cater to their customers' technical support needs
around the globe.

Riverbed Technology, a company specializing in IT performance solutions,
approached IBM shortly after going public in 2006 to help with its technical
support and customer service offerings in order to remain competitive. The
Riverbed® technical support team collaborated with IBM's field service
organization to deliver on-site services that minimized system downtime for
customers. As a result, Riverbed has improved the performance of their
customers' applications and network access to their data, while increasing
transmission speeds by 5 to 50 times and in some cases up to 100 times.

"By working with IBM, Riverbed is able to optimize solutions for our customers
to increase the value of their existing IT infrastructure and the performance
of their mission-critical applications," said Scott Downie, senior vice
president of worldwide support, Riverbed. "IBM gave us the opportunity to
focus on IT innovation, and helped us liberate businesses from common IT
constraints by increasing application performance, enabling consolidation, and
providing enterprise-wide network and application visibility—all while
eliminating the need to increase bandwidth, storage or servers."

The MVSS services brings a full technical support capability to clients and
their worldwide customers, including call-center support, customer problem
resolution and engineering support, onsite services, as well as parts
inventory management, stocking and delivery.

"Through the expansion of Managed Vendor Support Services, IBM can help
businesses of all sizes meet service level expectations and act as a trusted
IT advisor," said Juhi Jotwani, vice president, Multi-Vendor Services,
Technical Support Service. "As a result, companies don't have to spend their
time coordinating technical support services. And a single focal point may
help to hasten recovery from, and potentially prevent the occurrence of

With 30 years of post-sales technical support experience—and thousands of
certified professionals who offer services in 209 countries covering 127
languages—IBM can support clients' global coverage needs while helping to
mitigate risks and enhance business efficiency. Moreover, by leveraging IBM's
highly skilled personnel, businesses can save the time and cost of hiring,
training or retaining staff to support expanding business opportunities or new

For more information, please visit:

Contact(s) Information
Charisse Higgins
IBM External Relations


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