REDUCING SUPPORT COSTS

Glassbeam for Glassbeam (Part 3) – Making our Support Team Super Heroes!

In the second post of this series, I have listed the high level use cases of Glassbeam for Glassbeam across our internal teams: Technical Support, Sales, Engineering, and Product Management. In the next 4 posts, I will dive deep into the use cases for each of the above teams and talk about the value Glassbeam for Glassbeam as a data-driven decision making solution, brings to each team.

Why Heavy Product Manufacturers Should Pay Attention to Customer Service Now More than Ever

By ‘heavy product’ we mean those in the business of producing turbines, medical imaging devices, HVACs, converged infrastructure, escalators, elevators, mining equipment, oil & gas rigs, and so on.

Glassbeam expands into the supply chain

Today, we are ANNOUNCING that OnProcess Technology, a leading managed service provider that specializes in complex, global service supply chain operations, has selected Glassbeam to assist in improving its triage management and logistic operations. This move is Glassbeam’s first foray into supply chain management. OnProcess will OEM Glassbeam’s IoT analytics platform and offer it as a value-added service to its customers.

Machine downtime meets it match

That’s the title of a NICE ARTICLE written recently by Design-2-Part Magazine. And it’s the title of our blog post, albeit with a slight twist – we affirm that Machine Downtime HAS met it’s match – in IoT Analytics platforms.

Converged infrastructure, here we come!

We always feel elated when we enter a new vertical and win a couple of customers in the space. The joy and excitement is amplified when it’s a white-hot vertical by itself – in this case the Converged and Hyperconverged (simply “Converged” for this post) Infrastructure space.

Troubleshooting troubles! – part 2

Basic troubleshooting and Automation

In the previous blog, we looked at some of the steps commonly followed during troubleshooting and also how even though the specifics are different the overall approach is similar.

While looking at finding solutions to enable support, we need to remember that all support problems cannot be treated the same way. If we look at support issues, they are typically broken down into different levels, depending on the complexity of the problem. Most organizations have 3 to 4 levels – L1 – L3 or L4.

Troubleshooting troubles! – part 1

Troubleshooting troubles!

This is a 4 part series focusing on the use case and possible solution for supporting support engineers.

The problem statement

Part 4 – Beyond internal support teams – reaching end customers

In the last 3 blogs on the topic of “Troubleshooting troubles”, we looked at how troubleshooting steps can be generalized and how a holistic approach can be arrived at building tools/systems/processes that can significantly enhance the productivity of a support group.

Leveraging machine data to reduce support costs

Most progressive support organizations are now moving to leverage Big data to become proactive. They want to put behind the days when support teams were always behind the curve, with the customer knowing about problems much before support knows about it. Further its takes days or weeks for support teams to understand what is going on based on logs uploaded.