As its partner channel continues to grow, web hosting and cloud software provider Parallels has unveiled a new “Customer Success” team headed by former Microsoft executive Mark Hindsbo. The company has also released a new toolset in Parallels PartnerNet to assist cloud developers and independent software vendors, and introduced Parallels Support Exchange, a complete SaaS multi-party incident management solution.
New Customer Success Division
According to its Tuesday announcement, the Customer Success division is designed to provide Parallels partners all the tools they need, as well as expanded training and education choices. The team is led by Customer Success SVP Mark Hindsbo, formerly Microsoft’s VP of Application Partner & Development Sales Business. Hindsbo will focus on the success of partners across the entire lifecycle of developing, deploying and managing services.
“Our goal is to ensure customers and partners have everything they need to be successful in the cloud services space,” Parallels CEO Birger Steen said in a statement. “There is still a lot of confusion on how to best offer SMBs cloud services. We’re reducing that confusion by constantly improving the resources and services we make available to our partners.”
Parallels PartnerNet Adds Customization and Search
Parallels PartnerNet is a private portal for service provider partners that provides news, exclusive content, product resources, marketing tools, developer downloads and ISV-focused documentation. Parallels has seen the number of its partners who use the Parallels PartnerNet portal increase four-fold over the past 12 months.
The new feature set within Parallels PartnerNet lets service providers and ISVs manage a company’s profile, and also create and manage pages for APS-certified applications and solutions. These customizable pages will help ISVs differentiate themselves by including data sheets, videos and a link to their applications on APSstandard.org. The new feature set is also designed to help Parallels service provider partners search through APS-certified applications so they can quickly and easily discover new third-party services to expand their offerings.
KPN Cloud Services portfolio manager Hakim Annaciri stated, “The ability to search for APS-certified cloud ISVs by different categories drives even more value to this portal and is something KPN uses whenever we’re researching new services to offer our customers.”
Parallels Support Exchange Support Services
Parallels is also introducing a new multi-party incident management solution, Parallels Support Exchange, based on Cisco’s ServiceGrid platform, which will help reduce the cost and complexity of service management.
The move to cloud services introduces new complexities for service providers and ISVs alike as they work together to support customers, manage incidents across multiple partners and maintain service performance levels. Rather than handle this through increased staffing, ad-hoc collaboration and post incident reporting, Parallels’ Parallels Support Exchange provides a complete software-as-a-service, multi-party incident management solution.
Cisco Services Integration Technology Group GM Jim McDonnell said ServiceGrid reduces cost and complexity, and resolves support issues at least 25 percent faster than a traditional support system. “Cisco ServiceGrid transforms multi-party support with a connect once – connect all architectural approach unique in the industry,” he stated.
The investments in Parallels’ growing ecosystem announced today speak to the need of providing partners the tools need to deal with the complexities of providing multi-party cloud services. And the success of these partners is essential for more businesses to gain the benefits of cloud computing.