SUPPORT

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.

Multiple levels of insights courtesty iot analytics

Today’s new and powerful information platforms collect, distill, analyze and present massive amounts of operational data in formats that are easy for the most junior customer service person to understand. In a typical scenario, these platforms apply rules to incoming machine data and enable proactive actions, such as opening up a customer case, dispatching a part and/or alerting a field service team to take preventive action. The customer gets his problem solved and the customer service team is satisfied they have successfully dealt with a problem. Everyone is happy.

Integrating failure analysis into regular support operations

Our first post for 2015 focuses on integrating failure analysis with the goal of making support operations more productive.

Lets’ take a use case of a hardware vendor that has a chassis based product that has multiple blades as well as an additional card used as the overall controller for the chassis. This Management card is important because it controls power for each blade as well as the fans for cooling.

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.

Business impact of machine data analytics in a fortune 100 account

I just returned from a field visit meeting key executives at one of our leading customer site. Talk of a global account with hundreds of sales, field engineers, product specialist, support and services people scattered across all geographies around the world supporting their blue chip accounts. And what do they use as ONE singular Big Data app to get the REAL truth from mining machine / log data from their installed base every day – nothing else but Glassbeam!