Following cuts in Progress’ European and UK services due to lack of resources, the recent purchase of consultancy firm Bravepoint will give customers more options, said chief technology officer (CTO) John Goodson.
Last week Progress announced that it had acquired BravePoint, a US based consulting, training and application development services provider.
Historically, customers and partners who needed help would contact the Progress, who in turn would go to external providers due to lack of resources. When customers and partners became aware of this pattern, they typically cut out the middle man and went straight to the external provider, which was often BravePoint.
This led to the limited Progress services being made available in certain areas, including Europe and the UK, as they were stripped back due to poor demand - leaving many customers without the option to consult with their vendor directly for issues or support.
CTO John Goodson, told ComputerworldUK that this was “part of the biggest problem that we have had as a company”.
Speaking during the Progress Exchange conference in Florida yesterday, he told ComputerworldUK: “The first thing people [customers] do is they come to us and say, ‘hey we need to do this can you help us do it?’ Historically what we would have said is, ‘we do not have the resources to help you do that’, and companies would go look on their own.
“We miscommunicated, and what we should have said is, ‘there are all these alternatives for you to use to do this, and even though we do not have it, you can do X, Y and Z. But we did not do that either.”
Goodson said that the 125 people at BravePoint were bought out "to help exactly that problem”.
European and UK customers will begin to see more support as Progress is working with contracted agencies that will make commitments to “set out a network of skills” across regions outside the US.
Jerry Rulli, Progress’ ERP OpenEdge lead, said: "The acquisition of BravePoint is a great fit in the newly formed OpenEdge Business Unit as we bring sharper focus to our large customer base and our extremely loyal partner community. Services are a critical component of our growth strategy as we look to move our customers and partners' applications forward."