BigMachines Launches Industry-Leading Customer Support Program


Customer support web portal provides global users with single point of entry
to enhanced support services and collaborative innovation platform

Chicago, IL - July 17, 2008 -BigMachines, Inc., the global leader in on-demand sales configuration and proposal software, announced that the company has expanded its Customer Support program to include a new online Support Center, an interactive customer idea forum called "My BigIdea", and online customer collaboration tools. This multi-faceted support program extends customers' software investments through open online access to customer-shared and industry-leading best-practices, BigMachines product tools and support information, and a collaborative network of BigMachines customers.

A key component of this customer-facing initiative is the launch of a new online Support Center, extending BigMachines' comprehensive customer services to its worldwide user base. BigMachines' online Support Center provides the company's global customers with a single point of entry to a repository of support information and tools, as well as an interactive community to share best practices and drive innovation in product design and development. In addition, Web 2.0 community applications have been added, including My BigIdea, an interactive forum where customers can submit their own ideas for product enhancements. Using My BigIdea, other customers can view the suggestions, add their own comments, and vote on the ideas they would like to see implemented. My BigIdea provides a wealth of information to the company's Product Management team as they plan and prioritize product roadmaps.

Other new features include: integrated global CRM platform to manage customer accounts and contacts; online Support Center web portal to provide a single point of access for customers; helpdesk with new Voice Over IP (VOIP) system integrated to a CRM system to ensure that BigMachines support agents have relevant customer information at their fingertips; customer knowledge base to provide access to comprehensive solutions database online 24x7x365; online customer collaboration tools to share ideas within the customer community and directly with BigMachines staff; and dashboards and metrics reporting tools to track and monitor helpdesk case load, including causes, volume and frequency of issues, and patterns and trends over time, to ensure continuous improvement.

BigMachines has also created a new Customer Success Management team. Customer Success Managers are responsible for proactive communication to customers, sharing best practices, and ensuring that BigMachines customers achieve full adoption and value.

"BigMachines is dedicated to providing superior service and support to our customers, helping them achieve a fast ROI and focusing on their success," said Mei-lin Cheng, VP Enterprise Services for BigMachines. "With our latest enhancements, we can continuously monitor customer adoption, enabling us to ensure that customers are getting all the benefits available to them. We also have a continuous improvement process to drive quick helpdesk response times. The result of our dedication to this effort is that we are able to provide world-class support for our customers across all geographies world-wide."

BigMachines further demonstrates its customer focus at BigIdeas 2008, the company's annual customer and industry forum that will be held October 5-7, 2008 in Chicago, Illinois. Industry experts, BigMachines customers, and business partners gather at BigIdeas to discuss innovative business strategies and best practices in guided selling and product configuration to increase revenues, improve sales efficiency, and reduce costs. More information is available at www.bigmachines.com/bigideas.

About BigMachines, Inc. and BigMachines AG
BigMachines is the global leader in on-demand sales configuration, quoting and proposal software. BigMachines solutions empower sales across customers' channels by streamlining their sales processes from opportunity to order. Using BigMachines software, sales teams and channels can quickly configure products, generate quotes and proposals, manage complex pricing, generate legal contracts, and manage orders. BigMachines offers extensive reporting capabilities and easily integrates to leading CRM and ERP systems, including those from Salesforce.com, Oracle, and SAP. BigMachines' rapidly growing customer base includes global leaders such as Kodak GCG, Siemens, Ingersoll Rand, and NTT Communications, as well as innovative growth companies such as ShoreTel and Voltaire Ltd. For more information, visit www.bigmachines.com.

Jodi Perkins
(847) 279-0882

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