As ExtenData moves into a new era, we know our customers and partners will have questions. Hopefully, the information below answers yours. Do you have a more specific question? Feel free to contact your account manager directly or send us a message.
What can we expect during the transition period? How will you communicate with my company?
We have already begun outreach to customers to discuss the acquisition and the integration process. We are committed to communicate and update customers as integration plans evolve.
Who will be my point of contact going forward that will manage my account?
For the immediate term, there will be no change to the account management and customer support structure.
Who do I call if I have a business issue or an escalation?
Please contact your account manager and/or customer support contact.
If I am now a customer of both companies, what changes will I see?
We will be reaching out to all customers, including joint customers of both companies.
How will the two companies manage my business now that you are no longer separate companies i.e. contract (license, support, maintenance), billing, support, services etc.?
Both ExtenData and DecisionPoint will continue to support their existing customers and follow through on all prior commitments. Customers can continue to work through their respective ExtenData and DecisionPoint representatives for all business needs. As the transition plan is finalized, both companies will keep each customer and partner apprised of changes. The goal is to ensure a seamless transition with customers alerted at each step along the process.
What level of support can I expect going forward?
The goal and focus will be to provide every customer with the same level of high quality support all DecisionPoint and ExtenData customers receive currently.
What is the support process and how do I log an issue? (Self-service web tool), phone, email etc.)
For the immediate term, customers should continue to interact with ExtenData in the same manner they were accustomed to prior to this announcement. All contacts information, email addresses and phone numbers will remain unchanged until further advised.
Where will my monthly maintenance invoices, services invoices, and purchase invoices come from going forward, where do I remit payments?
In the immediate term, invoices will continue to come from ExtenData and customers should remit payments to the address stated on those invoices. As the transition plan is executed, we will communicate any change in the process of invoicing and payments remittance.
How many customers will be transitioned to the new company? All customers will transition.
How have customers reacted to this news? The few we’ve spoken to have positively embraced the combination of ExtenData and DecisionPoint. We are in the process of informing customers more broadly. The hope is that every customer from both companies will see the same value in this combination that we do.
Does this acquisition present any partner or supplier conflicts we should consider?
No. In fact, our strategic OEM partners positively embrace this combination and see nothing but upside. We’ve worked hard to build a strong partner and supplier ecosystem, and are confident to be able to establish the same level of relationships as ExtenData did prior to this announcement.