Harbinger Extends Customer Support and Maintenance Tools

E-Commerce software supplier Harbinger Corp. (Atlanta) has announced it is adding four new programs to its customer support and maintenance offerings, according to published reports. The new plans are tailored to meet the needs of PC and Web-enabled customers, and include 24-hour self-service using the company’s application-to-application e-commerce portal, harbinger.net, low-cost telephone-based training, telephone-based professional services and a “no contract” pay-per-solution plan.

These new programs are available on an "a la carte" basis, and can be combined with primary services already in place for a customer’s annual maintenance, which covers software updates and product enhancements. With the addition of these new programs, Harbinger is also expanding its PC and Web hotline from 7:30 a.m. to 8:00 p.m., Eastern Time.

Customers using the Internet can access harbinger.net on a 24 by 7 basis for self-service items, such as viewing and updating their account information, monitoring the status of transactions with trading partners, and downloading software packs, releases and upgrades. Accessing harbinger.net, customers will be able to view and update the status of any “service call” previously reported to a technical support center. The Web site will also allow customers to receive unlimited access to frequently asked questions (FAQs) and answers through a product resolution database.

“Harbinger customers have given us high marks on our overall customer service programs,” says Dave Williams, VP of Harbinger’s customer services operations. “We are continually working with our customers—looking and listening for ways to enhance our level, quality and range of services. Giving customers the flexibility to choose between specific services and tailoring a program that best suits their needs is an absolute win-win.”

--J. Martin