Re: (PM) OT: Article in Network Magazine On RABU's email

John G. Thompson (jgt10@livingston.com)
Sun, 18 Apr 1999 13:58:43 -0700

At 10:03 PM 4/13/99 -0700, MegaZone wrote:
>Once upon a time Patrick Muldoon shaped the electrons to say...
>>Just reading the April Issue of Network Magazine, and the article on how
>>Lucent RABU implemented it's support e-mail. Again there is John Thompson's
>>picture, full page (59) even.
>
>Oh, BTW, I am slightly, perhaps more than slightly, miffed about some of
>the things said in the article...
>
>---cut---
>Even so, the tech-support group didn't really get serious
>about making the quality of its e-mail support match the quality of
>its phone support until early 1998
>---cut---
>
>Two words: Bull Shit. :-)

Fair enough. Three words: NOT MY WORDS!!!!!!!

>I feel mildly insulted, and wouldn't be surprised if there were some others
>as well.

And justifiably so! I am sorry I didn't catch it.

I didn't get to read the article before it went to press. In fact, I
didn't get MY copy of the magazine until THIS FRIDAY! (SHEESH!)

>I know we were damn serious about improving email years back -
>and had committed to the Remedy system. I was involved with the intitial
>design meetings that plotted out just what we wanted. But, as the article
>points out, what they delivered - very late at that - sucked. It just wasn't
>usable, very disappointing. But hell, I *know* we had long periods where
>email replies were faster and more concise than the phone support, usually
>within hours of being asked. I think I still have my sent folders. ;-)

If you don't we still have the majordomo archives! :)

>But it is good to see that they finally got something in place. I do hope
>there is some progress being made on a Knowledge Base. That was another
>promised feature of the Remedy call tracking system that, um, fell short
>of expectations and usability. ;-)

We have a replacement of the Remedy/Baystone KB in the works. Initial use
will be by TSEs. There is a thought to see if we can rool it out for
customers to use off the web site, but I have NO idea when or if that will
occur!

>But, hey, with this new email system they could have someone in say, MA,
>doing email... ;-)

Yup! Sure could! :)

JGT
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