Thursday, 1 May 2008

Customer Service. Get it while it's hot!

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We've been working with a large bank who purchased one of our smallest PingFederate offerings (a single connection). We like these customers, because we have the opportunity to prove ourselves -- and we do have something to prove! Until recently, this customer considered success with Internet SSO to be a 9 month ordeal -- for a single connection no less!

We had a call with them the other day to better understand their strategic vision around federated SSO. They stated they want to expand their use of PingFederate from a “point solution” to an enterprise solution and have 2008 budget to do so (we love to hear that!).

Anyways, when asked if there was anything lacking in our current support of their efforts, they responded, “Absolutely nothing. Your service and support (kudo's Ryan and Paul) is amazing. We don’t know how you guys do it, but keep doing what you’re doing.”

They weren't used to such hands-on and proactive support -- and it's left them baffled. We continue to invest in our support and services team for just this reason. Support isn't the back of the train, any more than quality. It's often times the front of the train.