NetSuite Integrates Mindreef For Web Services Diagnostics

By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions

It was announced today that NetSuite, a provider of on-demand CRM and business software, has chosen Mindreef to provide the support solution for its hosted Web services integration offering. Mindreef is a provider of Web services diagnostics solutions. Under the terms of this agreement, NetSuite will leverage the Mindreef Support Solution (a NetSuite-branded version of Mindreef SOAPscope) to incorporate Mindreef's Web services diagnostics tools and processes into its NetFlex Solutions Program.

Many companies choose hosted solutions such as those provided by NetSuite for several primary reasons: they don't want the headache of on-premises software and hardware, they don't want to have to keep a large IT team in-house, they want flexibility and they want to go home on the weekends rather than sticking around to nurse sick servers. This makes providing solutions on a hosted basis an extremely customer-service heavy proposal: the amount of contact the technology provider has with the client likely exceeds that between a software provider and customer by many times over. (Software purchases often being a "one and done" operation, whether the buyer wants it to be that way or not.)

"Web services support teams face a number of unique challenges," said Mindreef co-founder Frank Grossman. "They're working with a more technically sophisticated customer base, solving problems that are difficult to reproduce, and supporting Web service APIs that lack a user interface, leaving no visual frame of reference with which to collaborate on problems."

It becomes more critical than ever that hosted technology providers have fail-safe customer support services in place. Since customers tend to "pay as they go," they have more options to discontinue using technologies whose support services displease them.

For more information about the integration, visit http://www.tmcnet.com/usubmit/-netsuite-selects-mindreef-web-services-diagnostics-support-agreement-/2005/aug/1177285.htm

Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles by Tracey Schelmetic, please visit:

http://www.tmcnet.com/tmcnet/columnists/columnist.aspx?id=100007&nm=Tracey%20E.%20Schelmetic

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