IBM DevOps Portfolio Client Advocacy Program

Over the last decade, IBM has partnered with HCL Software on various fronts for the IBM DevOps portfolio of products ranging from Development, Testing, Support, Client Advocacy and more. Our business philosophy is based on a customer-centric approach. Thanks to our Client Advocacy Program, customers can have a direct technical point of contact for the IBM DevOps products, enabling them to create a strategic relationship with our technical, management, and executive leaders. The products included are:

  • DevOps Build
  • DevOps Code and Model RealTime
  • DevOps Code ClearCase
  • DevOps Deploy
  • DevOps Loop
  • DevOps Plan
  • DevOps Release
  • DevOps Test
  • DevOps Test Embedded
  • DevOps Velocity
  • Rational Application Developer
  • Rational Build Forge
  • Rational ClearQuest
  • Rational Software Architect Designer

​Our Client Advocacy Program is based on five fundamental points:

  • DevOps Build
  • DevOps Code and Model RealTime
  • DevOps Code ClearCase
  • A cohesive and collaborative approach to the client relationship
  • Proactive communication on product news and updates
  • Support for in-depth product understanding and business needs
  • Deep dive into customer business and challenges
  • Frequent interaction during the product roadmap definition and the development process

What do we expect from customers participating to the Advocacy Program, and what do we ask them?

The client's role is to share with the Client Advocate their business needs and strategies, communicate to the advocate their expectations and product experience, and share their issues and requirements. The customer might involve the advocate in planning meetings to take advantage of suggestions while defining the right direction according to the business needs. Advocates do not replace the official channel of support but they can be a fast path inside the development lab organization.

Build a long-term strategic relationship with us ...

What is the Client Advocate's role?
The advocate's role is to facilitate the flow of information between clients and the HCL Software engineering community. 

By having regular interactions with the client, advocates become aware of the customer environment. They learn of any issues or requirements, as well as understand customer business goals and strategies.

Advocates are involved in planning sessions, upgrade plans to provide assistance, or help the customer support, services, and development teams to understand the customer needs clearly.

Advocates can lead technical sessions such as "ask the experts", deliver live demos, hold question and answer sessions, and conduct open discussions about features.

Client Advocacy Program vs Paid Services

As advocates, we don't resolve support cases, but we know the customer environment so we can help the customer support team to speed up the resolution.

Although we are not services consultants, we can put the customer in touch with the right team so we can understand their needs together.

We are a channel to avoid the critical issues and drive customer satisfaction. We are advocates for clients inside HCL Software.

If you are interested in joining the program, or you want to know something more about the Client Advocacy Program, send Marianne an email at .

Contributor:

Marianne Hollier 
DevOps Portfolio Client Advocacy Manager, IBM



You can read other IBM DevOps Automation Blog Post here.