Dassault Systèmes’ Customer Support becomes Social!

By Vincent

Hi! My name is Vincent and I work for the Dassault Systèmes’ Customer Support team.

The mission of this organization is to help 3DS products’ users to ease their daily working life. Whenever they have a technical issue we need to answer correctly as fast as possible!

In April 2010, we created a @3DSsupport account on Twitter to add a new touch point with our users, to learn from their feedback and to adapt our approach of delivering Support services. This was a first step to become Social, but as Matthias said back then, we want to go further  :-)

Knowledge Centered Support as a Strategy

Indeed when you are using any application, you go to search on Forum and/or watch in a FAQ to quickly find the solution of your problem, you want to have all knowledge available at the same place and benefit about the expertise of the application company experts!

In July 2011 we made fundamental changes on our support website and on our Knowledge Base (private access) by implementing a search engine powered by EXALEAD. The results were phenomenal! Our users could find what they searched for two times more often than before and consume knowledge articles made by our 3DS products support experts.

However our users expect more and we want to deliver the best.

Support becomes Social

Today, I am happy to announce that we put at our customers and users disposal a new service, a social service, leveraging our innovative platform powered by 3DSWYM technology.

On swym.3ds.com, I and my team propose now a new support feature to our users by adding 3 support communities dealing with 3DSWYM, CATIA and CAA adding to the shared knowledge a capability to interact with your peers.

Watch the video below to get a glimpse of the featured content:

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Just experience it as Matt Wynn did and let us know your feedback, what could be improved, and your expectations!

Last but not least, if you’re attending one of the upcoming 3DEXPERIENCE Forums North America or Europe, stop by our booth for a live demo!  :-)

Here to serve you the best,

Vincent and the Online Support community team

Vincent BADIE is managing the Online Support community team

SCC Day 3 – Just the Beginning

By Tim

The traditional group photo at the 2010 SCC was at another beautiful location. We had a police escort for the nearly 400 attendees who walked several blocks from the Convention Center to the steps of the Rhode Island State Capitol in Providence –  in 96 degree fahrenheit weather! The sweltering heat dampened our shirts, but not our spirits as we headed to the top of the Biltmore hotel for a refreshing and icy Dell’s lemonade during the reception before our annual banquet.SCC2010_Group_Photo_cropped2

 The final day at SCC started out early. But even those who stayed out a bit too late taking the Trolley to local night spots, showed up on time to hear Matt Dunbar, SIMULIA’s Chief Software Architect talk about trends in High Performance Computing. SIMULIA continues to push the limits of cluster computing so that customers can simulate their products faster, with ever increasing levels of complexity.

Of course there were more than a dozen customer presentations including sessions on the innovative use of realistic simulation in manufacturing, civil engineering, materials, forming, defense, and automotive.

partners_microsoftOur customers also had a chance to wrap up the event with final visits to the partner booths. CD-adapco and Microsoft, our premier sponsors, along with 23 additional partners were able to share their complimentary technology solutions throught the event.

The closing General Lecture from SIMULIA featured  Bruce Engelmann, Vice President and Chief Technology Officer, David Fox, Director of Mechanics Technology. They took the stage to provide details on our strategy for delivering a broader range of multiphysics simulation solutions. Mark Christon, Director of SIMULIA CFD Technology joined them and highlighted details on the the latest Computational Fluid Dynamics capabilities in Abaqus 6.10.

scott2Scott Berkey, SIMULIA’s CEO wrapped up the 2010 SCC by highlighting the record breaking statistics of the SCC, including more than 400 attendees and 105 presentations.

Scott encouraged our customers to keep driving the use of realistic simulation technology to; achieve better insight into the “real world” behavior of their products, improve their product development cycles, and deliver superior quality products.

The conversations that were started during the 2010 SCC are not ending just because the conference is over. On the contrary, it’s just the beginning.

During the closing Q&A session, Ken Short, SIMULIA’s Vice president of Strategy and Marketing made it clear that the best way to influence the development direction of our solutions is for customers to engage in direct communications with our industry leads, field staff, and product management group. 

So, as you can see, the 2010 SCC is the foundation for the continued expansion of our global, industry-focused communities. Later this year, the SIMULIA Regional User Meetings  will provide 1000′s of our customers to gather in more than 30 locations worldwide. Plus, you will have more ‘online’ opportunities for conversing with SIMULIA, your peers, and our partners.

Oh - and did you hear? We announced the location for the 2011 SIMULIA Customer Conference – Barcelona, Spain!

Véale allí – See you there…

…and see you online too!

Tim

 

 

 

 

 

 

 



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Beyond PLM (Product Lifecycle Management), Dassault Systèmes, the 3D Experience Company, provides business and people with virtual universes to imagine sustainable innovations. 3DSWYM, 3D VIA, CATIA, DELMIA, ENOVIA, EXALEAD, NETVIBES, SIMULIA and SOLIDWORKS are registered trademarks of Dassault Systèmes or its subsidiaries in the US and/or other countries.