When you sign a contract with b2b2dot0, you get more than just our software.
Although it is true that a growing number of organizations do fall in love with the level of SAP integration and eCommerce website functionality that we provide, because we’re a Software as a Service provider, we have to do way more.
You also get all of the technology and resources required to make sure that your SAP Integrated eCommerce websites are available to your customers 99.5% of the time for 24 x 7 x 365.
With that said, today’s post is about what I think all of our clients eventually come to appreciate is really the biggest value they derive from doing business with us. Even though it isn’t featured in any of our price lists, brochures, presentations or demonstrations, I’m pretty certain that all of our clients would say that the thing they value most about their relationship with b2b2dot0 is… the relationship itself. We “have their backs”. If it has to do with their customers and the use of their eCommerce websites, they know they can count on us.
I don’t think there is any better evidence of how we earn our “they have our backs” accolade than by reading the following two emails that were passed this week between our Director of IT, Justin Diana, and the IT Organization of one of our clients. The first email from Justin alerts our client about a potential problem that we’ve uncovered with their SAP system that is starting to effect their 4000 website users:
From: Justin A. Diana [mailto:justin.diana@b2b2dot0.
Sent: Thursday, July 25, 2013 11:41 AM
To: Basis Administration;
Subject: SAP Slowness
Good afternoon team,
I wanted to see if you were aware of anything going on with SAP Production. We’re seeing some higher than usual response times to requests to/from SAP and wanted to determine whether it was something that required further investigation on our end or not.
Thanks in advance!
Director of Information Systems
Four minutes later (there is a 3 hour time zone difference between our two organizations) we received the following email from our client’s Basis group letting us know that we indeed uncovered something that they were investigating further:
We are seeing some users that are running transactions that are consuming a lot of resources and are trying to investigate what they are doing.
SAP Basis Administrator
We take the responsibility of ensuring an awesome website experience for our clients’ 150,000+ customers very seriously. It’s in our organizational DNA.
Unfortunately, I haven’t figured out a way to charge for “taking our responsibility seriously” genes. 🙂
However, after almost six years in business, and a 100% contract renewal rate, I think our clients are telling us that they do appreciate it.