INTEGRATE 2017 USA – In Conversation

INTEGRATE 2017 USA – In Conversation

INTEGRATE is a global annual conference organized by BizTalk360 for people working in the Microsoft Integration space. It is held annually in London and this year it also took place at the Microsoft Campus in Redmond, USA between 25-27 October.

Here’s a short Tête-à-tête talk between Duncan Barker and Bhavana Nambiar on their experiences at INTEGRATE 2017 USA.

Duncan – This is my first Integrate event in the US and I received a lot of good feedback and had some very interesting conversations, did it meet your expectations, Bhavana?

Bhavana – Duncan, it was incredible! It was great it all came together after a lot of hard work. I had certain expectations and it exceeded all of them. We reached out to a wide range of participants from the Microsoft Product Group to Partners and from Consultants to End Users during this event and we were also able to touch so many Industries & Sectors, such as Healthcare, Utilities, Retail, Defence & Space, Paper Products, Forestry, Finance, Insurance, Oil & Gas, Food, Wine & Spirits to name a few. Talk about global reach…people traveled from 17 different countries to attend this event. Above all, this is the most satisfying part of organizing this event in what they call the ‘Technological Mecca’ – the Microsoft Headquarters in Redmond.

Bhavana – Duncan, you mentioned interesting conversations – what were they?

Duncan – To start with, I was so pleased to be able to introduce some of our attendees to the Microsoft Product Group. It isn’t very often they get the chance to speak to the very people who are shaping the future in Integration. Furthermore, such conversations are invaluable for the Microsoft Team to speak directly in person to those using their software.
Other conversations I refer to, are those between Consultants and end users. In face to face meetings Consultants could respond to questions about the challenges end users face in their day to day operations.

Integrate 2017 USA was a great possibility for me to vent some of the challenges and questions we have been facing when creating Azure solutions for our clients. I was able to have very beneficial discussions with the Microsoft Product Group on these items, so besides all the great knowledge I take home with me from discussions and presentations, I also bring home new relationships that will help my team and I in the future.

And importantly for BizTalk360, I met and spoke to some of our users and to those who are evaluating our products for use in forthcoming projects.
I saw a lot of these conversations happen outside the conference room and at the informal dinner on Monday evening. I can only imagine this exceeded your expectations. Did you think it would work as well as this?

Bhavana – When we were planning this event, we wanted to give plenty of opportunity to the attendees to network with people from the same community. That was also the idea behind the Evening Dinner which we arranged in the Microsoft Commons. I was quite pleased with the turnout and loved the space it gave for the attendees to mingle with the Product Group and each other.

Duncan, would you believe it if I said we were also instrumental in some of the reunions that happened during this event? Two of the attendees met each other for the first time in 10 years during Integrate 2017 USA. And Saravana mentioned a few people he met during the event who were colleagues from his previous job 9 years ago, before BizTalk360 was born.
I was also overwhelmed to see how people with different nationalities came together and they all spoke one language – ‘Microsoft Technologies’.

Bhavana – I think we always need to make certain things better for the next event; so tell me about the challenges you faced while networking?

Duncan – I wanted to meet as many people as possible and to engage in quality conversations about their roles in the Integration space. For the first time in many cases, I could put a face to an email contact and have a personal discussion. Everyone was very friendly and wanted to talk about their BizTalk experiences – being quite new to the industry, it gave me great insight into how companies manage their integrations. But with my poor eyesight, one challenge was trying to read the name badges without staring at people’s waistlines! Next time we should make the names and company names bolder and reduce the size of the lanyard so it hangs a bit higher!

Bhavana – Duncan, I remember your comment after Integrate 2017 in London and I did take it on board and ordered a different lanyard this time around but it is unbelievable how people with IT skills could not work out how to use a lanyard! We will need to do more brainstorming and research on this topic.

Bhavana – What did you think of the Event Venue?

Duncan – At Integrate 2017 in London, some felt trapped in the auditorium without the ability to come and go freely from time to time. In my view, the Microsoft Campus facility gave the best of both worlds –a freer space to listen to the addresses and move around without disturbing the speakers – the audio visual worked very well with the 3 huge screens, back and front. However, some of the speakers missed the theatrical spotlight of the London venue and requested the rock ’n roll intros of London!

Duncan – As the organizer, how did you manage to co-ordinate the speakers and the content of their speeches?

Bhavana – I think all the credit goes to Saravana in liaising with the Product Team and the MVP’s in bringing the right content to our attendees. One of the main reasons for the event’s success is the quality of the content presented in these sessions and I think we were spot on. It was a good mix with sessions focusing on all the main technologies such as BizTalk, LogicApps, API Management, Messaging, Microsoft Flow etc.

Bhavana – Being a Business Development person, trying to engage with more and more Partners & Consultants, how did this event really help you?

Duncan– Two Partners, VNB Consulting and Devscope sponsored the event and several more traveled to the event, some travelling half way round the world. This commitment to attend proves the benefit for them. The success of Integrate 2017 USA has prompted some Partners present in Redmond to express an interest in sponsoring the next event. So, for me it was a great opportunity to listen to what our Partners require to meet the needs of their clients, and to hear more about what they want out of the Integrate events and BizTalk360 as an ISV. I hope our announcements about product improvements to BizTalk360 and ServiceBus360 plus the unveiling of our new product, Atomic Scope, have demonstrated we are a company to work closely with.

Duncan – We haven’t mentioned the superstar of the conference. What was the reaction to Scott Guthrie’s keynote?

Bhavana – It was a great privilege to have Scott Guthrie do the keynote. It did add star quality to the event and the attendees were really excited by his presence. Personally speaking, I was awestruck and remember how we cautiously approached Scott’s assistant in the hope of having a photograph taken with him and ta-da here is the result!

Integrate 2017 USA organizers

I must say it did start a trend as everyone jumped up to take their selfies with Scott. A big thanks to Jim for his efforts in getting Scott on board. Without him this wouldn’t have been possible.

Bhavana – So if I can ask you, what did you take away from Integrate 2017 USA?

Duncan – As in London in June, my first impression was one of community. Despite the different roles of attendees, we all have one thing in common – to move forward with and get the best out of Microsoft Technologies. The collaboration amongst everyone was first class. Secondly, it was a super opportunity to meet people in key decision making positions, meeting influential people who are shaping the way their companies are run is exactly what I want.

Finally, I would like to thank everyone I got to know at Integrate. I will speak to and meet many of the attendees again, perhaps at the next Integrate event!

I have been asked by many at the event what the final statistics looked like – do you have the final numbers?

Bhavana – During the 3 day event there were 25 Speakers presenting 24 sessions to 222 Attendees from 17 countries.

All in all, a very successful event. Thanks to you, Saravana, Gowri, Sriram and Parthiban who all worked behind the scenes to make this event a success. A big shout to all the attendees, Product Group, MVP’s, sponsors and the community in backing us all the way.

Our hunt for a new event venue for Integrate 2018 in London starts now ……

Attendee Testimonials

Integrate is the must attend event if you are involved in the Microsoft Integration space. There is no better place to learn and communicate with your peers and the Microsoft Product Groups.

A very informative event with excellent speakers and relevant content. Highly recommended.

Thank you for a great conference. Very informative and good speakers, and very interesting and rightly balanced sessions.

Eye opening event, extremely useful.

This event gave me the answers to the direction I should be directing my staff to stay current on technology.

The presentations were really helpful at enabling me to identify a well-reasoned and justifiable path forward. I was feeling quite frustrated before the conference.

Author: Bhavana Nambiar

Bhavana makes sure our customers and team are well taken care of: license keys, payroll, benefits, taxes, accounting, dealing with the bank — she does it all!. View all posts by Bhavana Nambiar

BizTalk360 at Microsoft Inspire 2017 Event

BizTalk360 at Microsoft Inspire 2017 Event

BizTalk360 booth at Inspire 2017 Redmond

If you ever needed proof that BizTalk360, the company, had arrived on the global stage, our presence at Microsoft Inspire 2017 in Washington DC, USA (9-13 July) was evidence enough.

An audience consisting of 18,000 Microsoft Partners, a Convention Centre the size of 2 football stadiums, a keynote speech by Satya Nadella, CEO of Microsoft…need I go on?

Microsoft Inspire 2017 Stadium

It is clear that BizTalk360 now has the confidence to approach such events with a certain swagger – we belong in such esteemed company and we will continue to aim high.

Admittedly taking a booth for the first time at such an event is a challenge to a company of our size and the results of people stopping by to talk to us will become evident in the coming months. We are pleased to say in 3 days we had a lot of meaningful conversations. It was exciting to explain our story and products to Microsoft Partners from as far afield as China, Singapore, Slovenia, and Romania. The goal for us in attending such event is mainly around the brand building for ServiceBus360 and BizTalk360 and to explore new partnerships opportunities, sometimes in countries where we are not represented.

ServiceBus360 demo at Inspire 2017 booth

Arun, my colleague, and I were lucky to be able to accompany Saravana, CEO, on this adventure. However, it would not have happened without the efforts of all the BizTalk360 Team,  we were supported by a massive team effort behind the scenes. The booth was immaculately laid out thanks to the efforts of the Marketing Team who designed the banners and backboards. The brochures we handed out looked top notch – I could go on – all in all, it felt like all 50 of us were on show to the world and we passed with flying colours.

We stood shoulder to shoulder with some of the most innovative minds and products. Our existing Partners were proud to be associated with our brand and spent some time with us at the booth. CEOs and Sales Directors from Matricis (Canada), Sword (France), Mexia (Australia), Codit (NL, France & UK), Solidsoft Reply (UK), Motion10 (NL), IT Synergy (Colombia), Integration Team (Belgium), Cellenza (France), Elisa (Finland) and Microsoft Product Managers like Jim Harrer and Kevin Lam all stopped at our booth and posed for a photo opportunity – please see our social media output.

Furthermore, I should add all of us had a huge amount of fun and I am grateful for the opportunity to see the beautiful city of Washington DC for the second time in my life.

Microsoft should be congratulated for putting on such a great show – the after-parties included an evening at the Natural History Museum and a concert by the American singer, Carrie Underwood, at the Baseball Stadium.

Participation at Microsoft Inspire 2018 in Las Vegas depends to a large extent on the results from Microsoft Inspire 2017. It was, if you pardon the pun, inspiring and we are honoured to be part of the global Microsoft community.

In conclusion, all the efforts of the BizTalk360/ServiceBus360 team to help us present such unique products with innovative features in such a professional way to a global audience is to be applauded.

Well done everyone!

Related Links:

Inspire Day 1 in Pics

Inspire Day 2 in Pics

Inspire Day 3 in Pics

Author: Duncan Barker

Duncan is the Business Development Manager of BizTalk360, committed to spreading the word about the difference BizTalk360 can make to your company and trying to expand the whole BizTalk360 community. He is responsible for coordinating the company’s outbound message and welcomes any enquiry from BizTalk users to discuss how they can connect with us. View all posts by Duncan Barker

INTEGRATE 2017 – BizTalk360 Partner & Product Specialist of the Year Awards

INTEGRATE 2017 – BizTalk360 Partner & Product Specialist of the Year Awards

During the course of INTEGRATE 2017, BizTalk360 Founder/CTO Saravana Kumar presented the Partner of the Year (2016) and Product Specialist awards to companies and technical leaders who have showcased and demonstrated expertise with the BizTalk360 product over the last year. We started this tradition in the BizTalk Summit 2015 and INTEGRATE 2016 events and the trend continues.

BizTalk360 Partner of the Year 2016 Awards

The Partner of the Year 2016 award was bagged by Codit from Netherlands, Solidsoft Reply from UK, and Evry from Sweden.

INTEGRATE 2017 Awards - PartnerINTEGRATE 2017 Awards - Partner

Product Specialist Of The Year 2016 Awards

BizTalk360 recognized the efforts of people who have proven their history of implementation of the product over the past year. The program recognizes these exceptional contributions by allowing product specialists early access to products and a forum for providing feedback. This year, we are extremely happy to present this award to 15 people –

  • Bart Scheurweghs
  • David Grospelier
  • Daniel Toomey
  • Daniel Wilen
  • Maarit Laine
  • Eldert Grootenboer
  • Eva De Jong
  • Joakim Wadskog
  • Jordy Maes
  • Kent Weare
  • Kien Pham
  • Maxime Delwaide
  • Milen Koychev
  • Nicolas Blatter
  • Steef – Jan Wiggers

We would like to thank all our Partners and Product Specialists for their efforts towards improving the reach of BizTalk360 to customers.

Author: Sriram Hariharan

Sriram Hariharan is the Senior Technical and Content Writer at BizTalk360. He has over 9 years of experience working as documentation specialist for different products and domains. Writing is his passion and he believes in the following quote – “As wings are for an aircraft, a technical document is for a product — be it a product document, user guide, or release notes”. View all posts by Sriram Hariharan

BizTalk360 Support Team meets the Microsoft Escalation Team

BizTalk360 Support Team meets the Microsoft Escalation Team

Community events are an integral part of BizTalk360. TechMeet360 is an innovative technology event drive taken by BizTalk360 where all the technical admirers integrate and get endless possibilities to learn and explore different cutting edge technologies.

On April 21st 2017, a whole organizing team of Global Azure Bootcamp 2017 was gearing up for the event. All the preparation was going on in full swing. I found the wave of enthusiasm spreading on everybody’s face and doings. Administration panel was busy with final checklist preparation and gift packaging. Our Event coordinators (Arun/Sriram/Kuppurasu) were busy with accommodation arrangements for the speakers. For the first time, Microsoft speakers (Deepak Rajendran, Harikharan Krishnaraju, Vinod Sundarraj, Amit Kumar Tripathi, Madhura Bharadwaj, Karan Singh) presented at a Coimbatore event. We wanted to improve our work culture and take inspiration from Microsoft, so we invited the speakers to the BizTalk360 office for a round of technical discussion. Originally planned for 1-hour session, went close to 2.5 hours. The entire engineering team was ready with a bunch of questions to be discussed with the team during the meeting which had been arranged.

With full of excitement, it was 6.30 pm in the evening and the team here at BizTalk360 was waiting for the arrival of the speakers from Microsoft product support group, excited to welcome the team in our office. After all the welcome formalities, as planned the discussion panel had been set up and the whole BizTalk360 engineering team – Microsoft meet up began with a warm introduction.

Lucky people get opportunities (we are lucky enough to get the opportunity to work at BizTalk360 since we are community focussed and not just work focussed), brave people create opportunities (here we have awesome techies to create the opportunities), and the Winners are those who convert problems into opportunities (here we all are having a record of success to convert problems into opportunities, to solve one common problem). Precisely this is what our two flagship products are built with. To solve the problems in the integration platform, we have converted the problem into a solution.

Here at BizTalk360, all the above-said things are happening in the right proportion. Opportunities will knock just once. It is up to you to make yourself grow to the next level. Every day is a new start here to grab new ways of learning technology and shape yourself personally and professionally.

The discussion arranged with Microsoft product support team was a great opportunity for us to gather their experiences and make most out of it. Discussion started with how the support process guidelines the Microsoft escalation team. Regardless of the issue, how the given problem statement to be approached and how to build a good relationship with the customer is a most essential factor of our discussion. Be it a production issue or a staging, essentially we should understand the frustration level of the customer and go ahead with isolating the problem and navigate to the root-cause. On any fine day, an issue will get resolved, but the bond between the customer and the support engineers should last long. Treat the issue of the customer from your own shoes, this makes the customer gain lot of confidence in us and our product.

Our Understandings

As the support process, has been filtered at various levels according to the expertise, the first and foremost thing is to scope the issue:

Scoping:

Before you begin troubleshooting any problem, scoping is very important. You must distinguish what is working and what is not working. From the big picture to a small pixel as a Top-Down approach.

Isolation (narrow down to the exact root cause):

Once the problem is scoped, you need to identify where the root cause lies. A checklist would be helpful after the problem is scoped. By asking more information concerning the problem will be useful to confine it from real assumption.

A simple command prompt ping can save you from the issue. Usage of multiple troubleshooting/diagnosing tools should be used to narrow down the issue. Rather than using the external tools, we can always make use of the internal tools like command prompt, event logs and IIS trace which spares your investigating time. Additionally, open-source external tools like: Fiddler, Postman, Net-Stat, Wireshark and so on will comprehensively understand the issue.

How often can web meetings be scheduled with the customer?

Good relationship starts with a verbal conversation. It is always better to immediately get on a call with the customer to understand the problem instead of going through multiple email iterations.

Conclusion

The team wrapped up after the informative and interactive session.

By the end of the discussion, we were able to get the crux of Customer handling, troubleshooting tips, Technical Knowledge, Escalation Engineering and lot of friendship.

In the process of growth of our support process, we are further adapting/implementing the suggestions from the MS Escalation team to get acquainted with our customer expectations.

Author: Mekala Ramesh

Test Lead at BizTalk360 – Software Testing Engineer having diverse exposure in various features and application testing with a comprehensive understanding of all aspects of SDLC. Strong knowledge to establish the testing process from the scratch. Love to test the software product to deliver it with good quality. Strongly believes on “Testing goes beyond just executing the test protocol”. View all posts by Mekala Ramesh

BizTalk360 Support Team meets the Microsoft Escalation Team

BizTalk360 Support Team meets the Microsoft Escalation Team

Community events are an integral part of BizTalk360. TechMeet360 is an innovative technology event drive taken by BizTalk360 where all the technical admirers integrate and get endless possibilities to learn and explore different cutting edge technologies.

On April 21st 2017, a whole organizing team of Global Azure Bootcamp 2017 was gearing up for the event. All the preparation was going on in full swing. I found the wave of enthusiasm spreading on everybody’s face and doings. Administration panel was busy with final checklist preparation and gift packaging. Our Event coordinators (Arun/Sriram/Kuppurasu) were busy with accommodation arrangements for the speakers. For the first time, Microsoft speakers (Deepak Rajendran, Harikharan Krishnaraju, Vinod Sundarraj, Amit Kumar Tripathi, Madhura Bharadwaj, Karan Singh) presented at a Coimbatore event. We wanted to improve our work culture and take inspiration from Microsoft, so we invited the speakers to the BizTalk360 office for a round of technical discussion. Originally planned for 1-hour session, went close to 2.5 hours. The entire engineering team was ready with a bunch of questions to be discussed with the team during the meeting which had been arranged.

With full of excitement, it was 6.30 pm in the evening and the team here at BizTalk360 was waiting for the arrival of the speakers from Microsoft product support group, excited to welcome the team in our office. After all the welcome formalities, as planned the discussion panel had been set up and the whole BizTalk360 engineering team – Microsoft meet up began with a warm introduction.

Lucky people get opportunities (we are lucky enough to get the opportunity to work at BizTalk360 since we are community focussed and not just work focussed), brave people create opportunities (here we have awesome techies to create the opportunities), and the Winners are those who convert problems into opportunities (here we all are having a record of success to convert problems into opportunities, to solve one common problem). Precisely this is what our two flagship products are built with. To solve the problems in the integration platform, we have converted the problem into a solution.

Here at BizTalk360, all the above-said things are happening in the right proportion. Opportunities will knock just once. It is up to you to make yourself grow to the next level. Every day is a new start here to grab new ways of learning technology and shape yourself personally and professionally.

The discussion arranged with Microsoft product support team was a great opportunity for us to gather their experiences and make most out of it. Discussion started with how the support process guidelines the Microsoft escalation team. Regardless of the issue, how the given problem statement to be approached and how to build a good relationship with the customer is a most essential factor of our discussion. Be it a production issue or a staging, essentially we should understand the frustration level of the customer and go ahead with isolating the problem and navigate to the root-cause. On any fine day, an issue will get resolved, but the bond between the customer and the support engineers should last long. Treat the issue of the customer from your own shoes, this makes the customer gain lot of confidence in us and our product.

Our Understandings

As the support process, has been filtered at various levels according to the expertise, the first and foremost thing is to scope the issue:

Scoping:

Before you begin troubleshooting any problem, scoping is very important. You must distinguish what is working and what is not working. From the big picture to a small pixel as a Top-Down approach.

Isolation (narrow down to the exact root cause):

Once the problem is scoped, you need to identify where the root cause lies. A checklist would be helpful after the problem is scoped. By asking more information concerning the problem will be useful to confine it from real assumption.

A simple command prompt ping can save you from the issue. Usage of multiple troubleshooting/diagnosing tools should be used to narrow down the issue. Rather than using the external tools, we can always make use of the internal tools like command prompt, event logs and IIS trace which spares your investigating time. Additionally, open-source external tools like: Fiddler, Postman, Net-Stat, Wireshark and so on will comprehensively understand the issue.

How often can web meetings be scheduled with the customer?

Good relationship starts with a verbal conversation. It is always better to immediately get on a call with the customer to understand the problem instead of going through multiple email iterations.

Conclusion

The team wrapped up after the informative and interactive session.

By the end of the discussion, we were able to get the crux of Customer handling, troubleshooting tips, Technical Knowledge, Escalation Engineering and lot of friendship.

In the process of growth of our support process, we are further adapting/implementing the suggestions from the MS Escalation team to get acquainted with our customer expectations.

Author: Mekala Ramesh

Test Lead at BizTalk360 – Software Testing Engineer having diverse exposure in various features and application testing with a comprehensive understanding of all aspects of SDLC. Strong knowledge to establish the testing process from the scratch. Love to test the software product to deliver it with good quality. Strongly believes on “Testing goes beyond just executing the test protocol”. View all posts by Mekala Ramesh

BizTalk360 Support Team meets the Microsoft Escalation Team

BizTalk360 Support Team meets the Microsoft Escalation Team

Community events are an integral part of BizTalk360. TechMeet360 is an innovative technology event drive taken by BizTalk360 where all the technical admirers integrate and get endless possibilities to learn and explore different cutting edge technologies.

On April 21st 2017, a whole organizing team of Global Azure Bootcamp 2017 was gearing up for the event. All the preparation was going on in full swing. I found the wave of enthusiasm spreading on everybody’s face and doings. Administration panel was busy with final checklist preparation and gift packaging. Our Event coordinators (Arun/Sriram/Kuppurasu) were busy with accommodation arrangements for the speakers. For the first time, Microsoft speakers (Deepak Rajendran, Harikharan Krishnaraju, Vinod Sundarraj, Amit Kumar Tripathi, Madhura Bharadwaj, Karan Singh) presented at a Coimbatore event. We wanted to improve our work culture and take inspiration from Microsoft, so we invited the speakers to the BizTalk360 office for a round of technical discussion. Originally planned for 1-hour session, went close to 2.5 hours. The entire engineering team was ready with a bunch of questions to be discussed with the team during the meeting which had been arranged.

With full of excitement, it was 6.30 pm in the evening and the team here at BizTalk360 was waiting for the arrival of the speakers from Microsoft product support group, excited to welcome the team in our office. After all the welcome formalities, as planned the discussion panel had been set up and the whole BizTalk360 engineering team – Microsoft meet up began with a warm introduction.

Lucky people get opportunities (we are lucky enough to get the opportunity to work at BizTalk360 since we are community focussed and not just work focussed), brave people create opportunities (here we have awesome techies to create the opportunities), and the Winners are those who convert problems into opportunities (here we all are having a record of success to convert problems into opportunities, to solve one common problem). Precisely this is what our two flagship products are built with. To solve the problems in the integration platform, we have converted the problem into a solution.

Here at BizTalk360, all the above-said things are happening in the right proportion. Opportunities will knock just once. It is up to you to make yourself grow to the next level. Every day is a new start here to grab new ways of learning technology and shape yourself personally and professionally.

The discussion arranged with Microsoft product support team was a great opportunity for us to gather their experiences and make most out of it. Discussion started with how the support process guidelines the Microsoft escalation team. Regardless of the issue, how the given problem statement to be approached and how to build a good relationship with the customer is a most essential factor of our discussion. Be it a production issue or a staging, essentially we should understand the frustration level of the customer and go ahead with isolating the problem and navigate to the root-cause. On any fine day, an issue will get resolved, but the bond between the customer and the support engineers should last long. Treat the issue of the customer from your own shoes, this makes the customer gain lot of confidence in us and our product.

Our Understandings

As the support process, has been filtered at various levels according to the expertise, the first and foremost thing is to scope the issue:

Scoping:

Before you begin troubleshooting any problem, scoping is very important. You must distinguish what is working and what is not working. From the big picture to a small pixel as a Top-Down approach.

Isolation (narrow down to the exact root cause):

Once the problem is scoped, you need to identify where the root cause lies. A checklist would be helpful after the problem is scoped. By asking more information concerning the problem will be useful to confine it from real assumption.

A simple command prompt ping can save you from the issue. Usage of multiple troubleshooting/diagnosing tools should be used to narrow down the issue. Rather than using the external tools, we can always make use of the internal tools like command prompt, event logs and IIS trace which spares your investigating time. Additionally, open-source external tools like: Fiddler, Postman, Net-Stat, Wireshark and so on will comprehensively understand the issue.

How often can web meetings be scheduled with the customer?

Good relationship starts with a verbal conversation. It is always better to immediately get on a call with the customer to understand the problem instead of going through multiple email iterations.

Conclusion

The team wrapped up after the informative and interactive session.

By the end of the discussion, we were able to get the crux of Customer handling, troubleshooting tips, Technical Knowledge, Escalation Engineering and lot of friendship.

In the process of growth of our support process, we are further adapting/implementing the suggestions from the MS Escalation team to get acquainted with our customer expectations.

Author: Mekala Ramesh

Test Lead at BizTalk360 – Software Testing Engineer having diverse exposure in various features and application testing with a comprehensive understanding of all aspects of SDLC. Strong knowledge to establish the testing process from the scratch. Love to test the software product to deliver it with good quality. Strongly believes on “Testing goes beyond just executing the test protocol”. View all posts by Mekala Ramesh