Customer support is a key brand promise for JMP. The services offered through Technical Support are a significant part of why that's an easy promise to keep.
Until now the Technical Support Team in Cary, led by Duane Hayes (@Duane_Hayes), has been adjunct to the division as a part of Global SAS Technical Support.
As we continue to evolve our business and streamline systems and processes to better serve our customers, the JMP Technical Support Team in Cary will move to the JMP Customer Care group within the JMP business unit.
Duane Hayes presents at JMP Kickoff 2020.As you know, Customer Care is dedicated to ensuring that every JMP user has the tools they need to get the value they can from JMP. Customer Care and Tech Support have worked closely for many years. With this move, the newly expanded Customer Care group will have one comprehensive view of our customers.
Reporting structures are changing immediately, but a transition period will allow JMP Technical Support to move from Sirius to tools integrated with the systems used within the JMP business unit, including Salesforce. Eventually phone numbers will change, and those changes will be announced as they happen.
The long-term plan will bring all JMP Technical Support operations around the world into the JMP business Unit. However, Technical Support outside of the US will continue to operate as it is for now. The US-based JMP team will continue to provide 2nd and 3rd level support through Sirius as we assess the need for the JMP Technical Support organization outside of the US.
No other changes to SAS Technical Support are planned.
We welcome:
We continue to focus on spreading the use and impact of JMP within existing accounts, and have our eyes on the goal of reaching one million users by 2025. This first step to integrating Technical Support into the JMP Customer Care Group will create further alignment and opportunity to serve those users in new and innovative ways.
