Blue Coat Systems, Inc. (Nasdaq: BCSI), the technology leader in Application Delivery Networking, today introduced the BlueTouch® Cornerstone service offering, a proactive, personalized service that provides a holistic approach to quickly optimizing investments in Blue Coat appliances. The BlueTouch Cornerstone service provides an assigned customer contact for service account management and operational and technical support that includes proactive technical reviews, preventive action plans and best practice recommendations.
“The BlueTouch Cornerstone service provides customers with the account intimacy and oversight they need to support strategic deployments and realize a faster return on investment in their Blue Coat appliances,” said Nigel Hawthorn, vice president EMEA Marketing at Blue Coat Systems. “With this service, customers develop a strong working relationship with an assigned technical point of contact that acts as an extension of their own networking team to align their investment in Blue Coat appliances with their corporate business objectives.”
The BlueTouch Cornerstone service is designed to augment Level 1 and Level 2 support with strategic account management and operational support. An assigned customer contact maintains readily accessible knowledge of the customer’s network and familiarity with the customer’s technical support history. That knowledge facilitates the identification and remediation of risks and accelerates case resolution specific to that customer. Scheduled conference calls and weekly reviews ensure ongoing operational efficiency improvements.
The dedicated service contact works closely with the customer to design a support account management plan based on the unique requirements of the business and in line with the customer’s stated business objectives. The BlueTouch Cornerstone service also provides asset management assistance, including a review and analysis of existing Blue Coat products used by the customer and the development of a lifecycle management plan.
The BlueTouch Cornerstone (bluecoat.com) service includes four sessions of remotely-delivered operational support to help manage deployments, configurations, optimizations, upgrades and migrations. Blue Coat will also conduct a technical skills assessment for the customer to identify training programs that can enhance operational efficiencies.
With the BlueTouch Cornerstone service, customers also have access to optional services such as Professional Services consulting days, training credit days, onsite visit days and additional operational support sessions.