Customer satisfaction is an important metric for most companies. Part of that satisfaction comes from providing the best technical support. At IBM, technology services support is a priority, and its ease of use astounds clients, according to Juhi McClelland, VP of Technical Support Services, Global Technology Services, at IBM.

McClelland talked with Dave Vellante (@dvellante) and Stu Miniman (@stu), cohosts of theCUBE, from the SiliconANGLE Media team, during IBM Edge 2016 about IBM’s technology support.

Global support

IBM’s Technology Support Services department is a global unit focused on “IBM products and multivendor products,” said McClelland. The team’s support affects clients across the world, and their goal is to deliver quality service to everyone.

Many of IBM’s customers want hybrid cloud and “open standards,” said McClelland. They work hard to provide a variety of services effective across every possible platform. In the past, tech support required a physical technician to look at a machine and assess the problem. Now much of that same support can be done virtually. IBM’s primary interaction is “offering remote support and monitoring,” said McClelland.

Although virtual support is most often used, IBM also employs over 19,000 people should a client want human interaction, according to McClelland. They have a flexibility and agility in their support that customers appreciate.

Moving forward

Along with providing strong support, IBM also has services that can assist a company re-architecture its entire infrastructure, according to McClelland. By assessing a company’s data, IBM can even assist with “predictive maintenance,” he added.

As technology advances and issues become more complex, IBM always strives to provide “more support for the same price,” said McClelland.

Watch the complete video interview below, and be sure to check out more of SiliconANGLE and theCUBE’s coverage of IBM Edge 2016.

Photo by SiliconANGLE