| Groupware’s Mantra is “We Answer the Call” – Anytime and Anywhere |
| Magma Design Automation, Inc., of Santa Clara, CA, which develops software for electronic design automation
(EDA) manufacturers and operates in the global market, relies on Groupware Technology for backup and storage
solutions. The company recently chose Groupware to supply a tape library and backup server for its sales and
support center in the Netherlands. As sometimes happens when hardware is bought in the United States and
subsequently shipped elsewhere for use, Magma experienced difficulty obtaining service for the equipment after
it was installed. |
| “If you buy equipment in the U.S. and ship it to an overseas location, the support contract doesn’t necessarily
go with it,” said Anthony Miley, Groupware Vice President of Strategic Operations. Magma’s Netherlands staff
bumped into this problem when it sought vendor assistance while installing the new equipment. “The equipment
was shipped, it arrived, they called the vendor for support and nobody (at the vendor’s European offi ce) knew
anything about it,” said Miley. |
| Following Groupware’s advice before the purchase, Magma took precautions
to avoid this situation. The company made sure the hardware purchase was
included in the vendor’s international service plan. In fact, since the equipment
was new, the support Magma sought should have been fully covered
by the vendor’s one-year warranty. |
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| Nevertheless, the manufacturer’s European personnel said they had no record
of Magma’s equipment. “The people at the manufacturer were saying it was not showing up as something sold
in the Netherlands so they couldn’t support it,” said Miley. It was a classic case of red-tape and it soon became
clear to Magma that outside assistance was needed. |
| A Customer in Need Means it’s Time to Get on the Horn |
| It was 10 a.m. when Magma reached out to Groupware. Miley immediately began making calls to his vendor contacts
in the United States, and sending emails to Europe. The personal relationships he developed over the years were soon to
pay-off for Magma. “Within an hour, I had the serial numbers to the vendor’s contract support center in the Netherlands,”
said Miley. But Miley didn’t stop there, His vendor contacts and diligence paid off, and he obtained an after-hours phone
number Magma could call. “All they had to do now was pick up the phone and the vendor’s European office was
expecting their call,” Miley explained. |
| It was another case of Groupware Technology going the extra mile to help the customer. “We emphatically embrace
our role as customer advocate within the vendor community. We earn our customers’ loyalty by making it our business
to anticipate potential problems and help solve those problems,” stressed Miley. “Not only will we call vendors on their
behalf, but for our local customers, we’ll personally be there in an hour.” |
| Groupware Goes the Distance for Its Customers |
| Groupware’s efforts didn’t go unnoticed by Magma. “Thanks for your
help,” said a Magma executive in a letter to Groupware management.“This is the reason I like Groupware over any other reseller. I know that
once I buy a system from Groupware I can get help even in case of
crisis.” |
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| Anthony Pena, Magma’s vice-president of technology, concurred: “I am very pleased with Groupware’s demonstrated
ability to provide Magma Design Automation with prompt cost-effective solutions for our foreign offi ces which includes
worldwide warranty support required to compete globally.” Pena explained, “There was a specific situation where a
piece of equipment was not registered properly to receive support in Europe; with one call to Groupware they were able
to resolve the issue expediently without any delays to our project.” |
| For Groupware, making calls on our customers’ behalf is part of our promise to “Answer the Call”. “We are a truly customer-
centric, value-added solution provider,” said Mike Thompson, President and CEO of Groupware. “Our defi nition of
value is something that’s signifi cant and scarce in the marketplace. To us, ‘value-added’ means making the customers’
job easier and includes not only expertise, but personalized service that cuts through red-tape and doesn’t end once a
sale is completed.” |
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