BlueCat Networks’ New Interactive “Care” Portal Sets Benchmark for Customer Technical Support

Makes it simple for customers to share knowledge and experiences

Toronto, Ontario – April 6, 2010 – BlueCat Networks, the IPAM Intelligence^™ Company, launches Care, a fully-interactive technical support portal for customers. Care’s innovative features – such as an online troubleshooter and collaborative online community – set a new benchmark for customer support.

Care provides BlueCat Networks’ customers with 24/7/365 access to self-service options that make it simple to identify and resolve network issues. The fully-searchable library of product knowledge, frequently asked questions and best practices ensures valuable information is always at a customer’s fingertips. The innovative online troubleshooter guides customers through BlueCat Networks’ extensive knowledge base – pointing users to the most relevant topics to ensure the source of an issue can be quickly recognized and addressed.

Historically, support portals have only provided generic case entry forms. Care guides customers to a specific entry form based upon the case type. BlueCat Networks’ access to specific and targeted information upfront reduces the number of iterations required for Customer Care to begin a thorough investigation – reducing resolution time.

Care allows customers to easily track the status of their case. Upon resolution, users can provide immediate feedback, enabling BlueCat Networks to precisely measure efficiency and success on a per-case basis. The information gathered can then be leveraged to update the knowledge base and hone BlueCat Networks’ customer care approach going forward.

“BlueCat Networks’ Care portal is a great way to add value to our current support services,” said Mac McClurkan, Vice President/CIO of HealthEast Care System in St. Paul Minnesota. “We will certainly continue to use it.”

Customers are also given access to a shared online community through Care that enables them to connect with each other. This new BlueCat Networks community allows customers to easily share their knowledge and experiences – creating an additional highly-focused resource for customers to maximize the benefits of their IPAM, DNS and DHCP installations.

“Looking after the needs of our customers is our number one priority, and so we are very proud of the way that Care will take our technical support to a whole new level,” said Rory Hochman, VP of Customer Care, BlueCat Networks. “Care not only streamlines information gathering to make it simple for customers to better understand their IPAM, DNS and DHCP solutions, but also provides multiple self-service options that expedite issue resolution,” Hochman continued. “We understand how one customer’s experience and knowledge can also benefit another customer, which is why Care features an online community to make it easier for users to share their knowledge and experiences.”

About BlueCat Networks
BlueCat Networks is the leader in IP Address Management (IPAM) and rock-solid DNS/DHCP Core Services, including the centralized management of Microsoft Windows® DNS/DHCP services. BlueCat Networks’ Proteus (IPAM) and Adonis (DNS/DHCP) are available in both virtual and appliance format. With the exponential growth in IP and MAC Addresses and Domain Names, BlueCat Networks solves critical network management issues by centrally managing, controlling and auditing IPv4, IPv6, DNS and DNSSEC networks. BlueCat Networks’ award-winning solutions provide unparalleled network uptime and scale for small to large organizations. Additional information can be found at www.bluecatnetworks.com.