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dbaDIRECT, a provider of managed services for data infrastructure, has enhanced its Web-based client portal to simplify their customers ability to submit work requests and monitor dbaDIRECTs services.
Through the clientDIRECT 2.0 portal, dbaDIRECT customers can scan the status of tickets in the queue quickly for instant management updates, provide instant links or attachments into tickets for more detailed information and see graphical trending information for weekly, monthly and yearly database analysis.
dbaDirect chief technology officer Mark Vorholt touted the portal upgrades, which he said streamline the process for customers of the company, based in Florence, Ky.
“The portal is the outward manifestation of listening to customer feedback, our pioneering work in intelligent autonomics, process improvement, long-term customer service-level relationships and an understanding of their data infrastructure needs,” Vorholt said in an interview with eWEEK.
One of the big problems for large accounts with multiple customers, locations and databases is work ticket duplication, he said. The new portal addresses this issue by listing the last ten tickets created, their severity status, their position in the queue or their resolution. In addition, clients can now attach or paste documentation on to the work ticket, Vorholt said.
“Problems often require understanding context and quickly attaching a spreadsheet, a word document or a data file greatly streamlines the process,” Vorholt said. “A picture is still worth a thousand words.”
Clients also can customize standard operating procedures to their performance specifications, and have the ability to craft trend reports as well as reports for a particular day that show parameter data on an hourly basis.
“A smoother seamless interface minimizes low-value, low-context, redundant communication—and maximizes higher-value, higher-context communication,” Vorholt said.
“A data infrastructure managed service provider like us enables customers to focus on using data to build the business – not constantly putting out data-related fires.”
Vorholt added that ultimately the new clientDIRECT Portal 2.0 enables customers to manage cost by deploying talent and capital resources more strategically.