Perforce Provides Best Support in Software Configuration Management, UBM Tech Study Finds
Alameda, Calif. (March 5, 2013) — Perforce Software leads in customer support satisfaction among software configuration management (SCM) providers, according to a recent survey of business technology professionals conducted by UBM Tech, a leading B2B communications and data provider. Nearly 70 percent of Perforce users rated the customer support they receive as "good" or "excellent," nearly 20 percent higher than the next closest SCM vendor or open source alternative.
"Perforce support is outstanding. Email response is usually within the hour," said Bruce Painter, software engineering manager for Amdocs. "I have peace of mind knowing that if I ever have a blocking issue, all I have to do is pick up the phone."
A number of factors contribute to Perforce's superior customer support, one being that the company doesn't outsource its technical support team. Perforce has always hired seasoned technology professionals—many of whom are engineers themselves—to meet the technical aptitude and real-time needs of customers who are managing complex, globally distributed development environments.
Additionally, the Perforce Technical Support team reports to the Engineering department, an organizational structure that facilitates an important feedback loop. The Technical Support team can receive immediate advice from in-house engineers when addressing new customer requirements. In return, the Support team passes first-hand customer feedback to Development, resulting in huge dividends in product quality and release cycles.
"Perforce has always placed as much emphasis on technical support as it does on its product development, and this strategy is paying clear dividends," said Doug Olson, senior director of Technical Support for Perforce. "I've worked at tech companies where it took a years-long effort to instill a customer service mindset. When I came to Perforce, I was very pleased to see that this philosophy was not only in place but thriving."
More than 400,000 users in over 5,500 organizations trust Perforce as their enterprise version management platform. Perforce customers include world-class companies including Salesforce.com, SAP, GE Healthcare, the New York Stock Exchange, CCP Games and many more.
The full report, 'The Case for Better Software Configuration Management and Agile Processes,' is available in the TechWeb Digital Library.
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