By Darlene Gibson, Director, Customer Care

We are excited to announce in our first The Extended Enterprise support column that the new Glovia Customer Care site will debut in December 2003!

We have included a number of features and functions we wanted to create and that you have suggested to us. Most importantly, you will see that the site has a much cleaner interface and is much more easy to navigate and more intuitive across the board, with the key addition of a site map so you can find what you are looking for as quickly as possible.

The main features of the site – Web Case Tracking, Alerts and Announcements, Technology Updates, Education and Class Registration, Documentation, Patch Downloads, and access to the ClearExpress Solutions knowledgebase – are all intact and now accessible with one click from a left hand page menu, very similar to the one on our corporate www.glovia.com web site. Case Tracking has been made simpler for either individual or company-wide tracking. Patch Notification was added earlier this year to notify you by email as patches become available for your particular Glovia version.

There are two new features to mention now. Beginning in January, ClearExpress users will have the ability to attach files to their cases. This takes an unnecessary step out of the process of getting your issues resolved with as little disruption as possible.

Also, for our global customers, you will now have visibility into all of the languages for which software patches are available.

We certainly look forward to hearing about your impressions of the new site-and of course I welcome your suggestions any time regarding any way we might make the support site, and all of our support efforts, more efficient and productive for you.

In future columns in The Extended Enterprise, I will be covering key support topics with tips for your improved use of glovia.com and support services. Please let us know if there are any topics or questions you would like to see addressed.