Name: Technical Account Management Services (TAM)
Brand: TraceLink
Availability: OnlineOnly

Products

Strategic, technical experts dedicated to helping customers maximize their TraceLink solutions

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Product overview

Ensuring operational health

Technical Account Management (TAM) Services provide TraceLink customers with an experienced technical resource focused on maximizing each customer’s operational health and long-term technical relationship with TraceLink.

TAMs partner with you to develop action plans to address the highest impact areas of your day-to-day operations using TraceLink solutions, provide strategic technical governance of your TraceLink environment, and act as your champion to advocate for your technical needs and priorities.

TAM offers:

Technical guidance and operational advice

Use case consulting & review

Escalation communication management

Strategic governance and development prioritization

Release readiness preparation

TAM customers

Why TAM services?

Companies across the life sciences and healthcare supply chain face immense challenges in aligning their business and supply chain operations to meet current and evolving network integration, transaction data exchange, and business processes requirements. TAM is designed for companies and teams that:

Have global supply and partner ecosystems

TAM supports global customers with large teams, high volume of transactions, complex use cases, multiple TraceLink solutions, and applications that require a higher level of attention from a technical standpoint.

Have global supply and partner ecosystems

Are spread thin or lack needed resources

TAM supports customers with smaller teams that are spread thin and may have knowledge gaps due to turnover or changing teams resulting in a lack of experience and familiarity with managing TraceLink solutions.

Are spread thin or lack needed resources

Are growing or evolving to meet patient needs

TAM supports customers expanding or changing their business with a need for an experienced technical advisor for strategic use case scenario discussions.

Are growing or evolving to meet patient needs

See more

See

Customers who anticipate a gradual or uncertain expansion of TraceLink solutions across their business and supply network, and understand the need for an experienced technical advisor
Customers that struggle with understanding supply chain transaction errors or experience challenges with trade partner data exchange
Customers with high volume, complex supply networks that result in a high number of support cases, thus benefiting from an additional layer of technical guidance and oversight from a highly experienced expert who is deeply knowledgeable about their business and supply chain
Customers with validation preparation challenges such as time management, digesting release changes, performing impact assessments or internal team communication
Customers with growing, unique solution capability requirements seeking a strategic advocate to help them drive new enhancements

Benefits

Utilize a dedicated, expert resource

TAMs provide customers with an experienced, named resource for technical guidance and escalation management.

Benefits

Ensure best practices

TAMs develop a deep understanding of customers’ use cases and provide recommended best practices for optimal use of TraceLink solutions.

Benefits

Receive technical data analysis

Leverage the rich data, the canonical data model and "integrate-once, interoperate-with-everyone" connectivity approach, the OPUS experience design componentry, and other capabilities of the OPUS Platform and its applications to create rich, value-enhancing solutions.

Benefits

Leverage strategic guidance & collaboration

TAMs identify pain points, assess training needs, and provide overviews of system functionality. TAMs collaborate with customers to understand the business impact of defects and enhancement requests and advocate internally for prioritization of those that are most impactful while providing regular updates.

Benefits

Prepare for roadmap releases

TAMs perform customer-specific impact assessments for each TraceLink roadmap release to review new and changing functionality in preparation for validation.