Rapid7, a cybersecurity firm, was struggling to understand the voice of its customers to win more deals. The majority of its customer interactions were conducted via phone and web meetings, and the leadership team spent a significant amount of time gathering information from these calls to make critical business decisions. However, the information they received was anecdotal and often distorted as it was passed from person to person. This, along with a limited subset of customer interactions, made it nearly impossible to make sound decisions about where to focus their efforts and how to address the market's needs.

Iron Mountain, a Boston-based enterprise information management firm, had to adjust to a fully remote work environment due to the pandemic. This sudden shift posed several challenges, including onboarding new reps, managing people remotely, and keeping teams aligned. They also needed to understand what was happening in sales calls and which actions to take based on their conversational data. Before implementing Gong, Iron Mountain’s new reps participated in “physical ride-alongs,” sitting beside a seasoned rep, headphones on. In a working-from-home world, this wasn’t possible. Additionally, trying to find the right call to listen to had always been a hit or miss exercise. As a result, they couldn’t target specific behaviors, and that was something they wanted to correct.

Wärtsilä, a global leader in smart technologies and complete lifecycle solutions for the marine and energy markets, was facing a communication bottleneck due to its global operations. The company's sales cycles could run up to five years, and the rapid changes in the marine and energy sectors due to factors like climate change and regulatory requirements made it crucial for the sales teams to stay updated. However, the company's traditional learning management system (LMS) was unable to deliver mobile, instant accessibility, which was necessary for the sales teams to keep up with the industry changes.

PriceLabs, a leading revenue management platform for vacation and short-term rentals, was seeking a solution to record customer calls. The aim was to uncover customers’ sentiment and gain insight into their needs. The product team felt that there were new solutions that weren’t being adequately pitched. Recorded calls would help PriceLabs share feedback with the product team and also help identify where the team was missing the mark on explaining its product. This was particularly important as PriceLabs had doubled its team in the previous six months, and planned to double the team again in the following six months.

Splunk, a data technology company, was facing challenges with its existing training program. The program, hosted solely by a Learning Management System (LMS) and populated by the Splunk content team, was no longer meeting the company’s needs. The sales training consisted of a library of e-learning courses that were primarily video-based modules. Every new hire leveraged the same content in their onboarding process, regardless of their skill level. Additionally, coaching, a crucial aspect in the development and training of sales reps, was inconsistent among sales managers and not streamlined or well-defined. Splunk determined that all these issues could be addressed by creating a culture of coaching at the company, underpinned by investment in enablement technology.

Menemsha Group started as a traditional sales training company, hosting live workshops and webinars for its client base of IT recruiting companies. Clients loved the content, but had no way to measure results of the training over time. Beyond the half-, full-, or multi-day session, there was no method for quantifying or certifying knowledge. Additionally, Dan Fisher, Menemsha Group’s founder, needed to re-evaluate his content delivery methods with the goal of being able to scale his business and take on new clients without the drastic additional headcount required for in-person training. He also needed a way to deliver a quantifiable service so that clients engage with him on an ongoing basis, rather than one-and-done training sessions. Menemsha Group reached a point where it was only generating revenue when Fisher and his team were out in front of customers, working around the clock—and burnout was setting in. In an effort to scale the business without increasing work hours, they experimented with different learning management systems (LMS), all of which they found to simply serve as content repositories.

Intuit, Inc. sought to delight its customers by building digital engagement into a larger strategy to improve the customer experience. Later, the company consolidated live chat operations and began using transcription and text analytics to optimize the customer experience. As a result, Intuit has achieved a 20 percent improvement in customer satisfaction scores for certain product lines and as much as a 25 percent improvement in conversion rates. The company projects significant additional benefits with the recent deployment of predictive targeting for high-value customers.

Harvard Business Services, a leading provider of business formation services for Delaware corporations and LLCs, faced several challenges. The company wanted to extend its culture of personalized service to an online channel, increase sales by engaging with customers at moments of confusion, and provide a comfortable channel to assist international customers for whom English is a second language. The company had previously used AOL Instant Messaging as a channel for quick answers to questions that came up during the signup process, but found it was not convenient for clients to connect with them, and the interface wasn’t always user friendly.

Shortcuts, a software provider for the hair, beauty, and spa industries, wanted to increase sales and provide a non-intrusive way for potential customers to have their questions answered. The company decided to deploy a live chat engagement channel to provide 24-hour sales support from three locations worldwide. The goal was to field an average of 15 to 20 live chat conversations daily, with the hope of generating qualified leads and sales. The challenge was to find a suitable live chat solution and integrate it into their existing system.

Exodus, a tour operator that offers small group expeditions led by expert local guides, was facing a challenge with its online customer engagement. The company sells high-end adventure holidays that require a high level of commitment from customers, resulting in low conversion rates on its website. Exodus needed a solution to support and engage with online customers who required extra guidance when booking their adventure holidays. The company was looking for a way to drive sales, improve customer service, and collect valuable data for future promotional activity.

TOOLSTOP, a UK-based online retailer of professional hand and power tools, was looking to enhance its customers' online shopping experiences. While the company had various channels for customer engagement, including email, Facebook, and a blog, it recognized the potential of real-time interaction with product experts to address customer queries about pricing, shipping, and technical details. TOOLSTOP had already implemented LivePerson’s LP Chat for Small Business solution on its website, which significantly increased sales conversions. However, the company wanted to further optimize their chat initiative without a significant investment in time and resources.

Bupa, a health insurance company, was facing challenges in providing a seamless digital experience to its customers. The complexities of health insurance were proving difficult for customers to understand when applying for insurance online. Bupa recognized the need to transform this intimidating self-serve experience into an educational conversational experience. They aimed to do this through AI-powered messaging, which would allow them to efficiently and effectively manage inbound customer queries on the customers’ time, in their channel of choice.

Cenovus Energy, a Canadian oil company, was facing the challenge of collecting, aggregating, and reporting emissions and energy consumption data across more than 1,000 facilities spread across a vast geographic area. The process was complex and difficult due to the use of numerous spreadsheets and systems to compile emissions data and reports. It was an onerous and labor-intensive process, involving collection and aggregation of data from multiple sources for a very large number of facilities. Much of the data would require additional pre-calculation or other conditioning to be suitable for emissions calculation and compliance report compilation. Cenovus envisioned a single, automated integrated enterprise-wide solution to manage air environmental reporting.

Tikkurila, a paint manufacturing company, has been providing consumers and professionals with user-friendly, sustainable paint solutions for over 150 years. The company prides itself on product safety and quality, which are among the cornerstones of its operations. Tikkurila's product labeling must meet customer needs and expectations as well as regulatory requirements. The company works hard to systematically determine the health, safety, and environmental impact of the raw materials used in its paints. Product teams must develop material safety data sheets (SDS) and labels in up to 15 languages as it markets more than 2,000 products. However, Tikkurila’s facilities across 11 countries used different methods to create safety data sheets and labels, including outsourcing for translation. They realized that they needed a more efficient way to create their SDSs if they were going to continue to grow.

Uprise, an ad-tech company, uses a 'continuous delivery' approach for its software development, pushing around 20 new software releases into production each day. Each new release can affect the platform’s performance, making it crucial to monitor results in a timely fashion to determine if the new release should be kept in production or rolled back. The ad tech environment itself has many moving parts, each of which is a potential point of failure. These can include server issues, changes at the ad affiliates, introduction of ad blocking software, or even fraud. Whenever a problem occurs, isolating the source can require complex, time-consuming analysis. Identifying issues in the first place is also tricky, since network traffic behaves seasonally. With the traffic naturally reaching various peaks and valleys throughout the day, noticing a 20% loss or gain at any given point is next to impossible.

Penske Media Corporation (PMC) was facing significant delays in discovering important incidents in their active, online business. The company was using Google Analytics’ alerting function to track business incidents but found it inadequate due to the millions of users across dozens of household-name and professional publications. The initial use case for PMC was to start using Anodot to track its Google Analytics activity, for example, to identify anomalous behavior in impressions or click-through rates for advertising units.

The company, an affiliate network with over 200,000 members, was struggling to monitor business and technical incidents that were impacting their bottom line. The dynamic nature of their marketplace and the extensive metrics they had to track made it difficult to monitor changes in real-time. Factors such as changes in search engine algorithms and third-party trends, as well as changes in affiliate accounts, could significantly impact their business. The tools they were using required them to set thresholds manually, which allowed time for incidents to escalate.

As a real-time trading company, eToro must provide users with reliable market rates as quickly as possible, necessitating close monitoring of the quality of the connection from both the client and server side. eToro had been using open-source tools to monitor the metrics from their Price Streams service that sends price quotes to their users. However, the company quickly realized that it needed to expand the number of metrics being monitored and faced resource challenges adapting their traditional monitoring tools to meet the new demands. With stringent regulations in Cyprus and the UK, eToro treats any trading error or problem as critical.

Magnite, the world’s largest independent sell-side advertising platform, processes trillions of transactions each month in real-time auctions that each occur within 40 milliseconds. The company's internal teams and existing tools could not scale to handle the growing volume and velocity of data. They needed real-time insight into incidents that were being detected too late, such as anomalies in normal transaction volume from a large buyer. Their manual alerting system with static thresholds also created costly alert noise and false positives. Magnite works with many demand-side platforms (DSPs) across its global data centers in different time zones. Along the bid stream, there are many potential areas for communication or technical breakdown, which would prevent the bid from going into the auction, and negatively affect overall bid health.

Companies are generating more data than ever before, and traditional dashboards are unable to keep up with the volume and complexity of the vital business data collected. This is particularly true for companies using a Snowflake warehouse. The businesses served by Anodot have millions of customers across the globe and must manage millions of daily business metrics involving product usage, application performance, APIs, log-ins, and payment gateways, among others. Traditional manual business monitoring solutions cause significant delays of at least 24 hours or longer in detecting and resolving critical incidents, which threaten to impact customer satisfaction, brand equity, and the company’s bottom line. Transactional and customer experience data is too volatile for static monitoring. Since business data is complex and dynamic, AI/ML-based autonomous solutions are critical for achieving business outcomes and avoiding blind spots. Static monitoring approaches based on dashboards, and manual thresholds aren’t sensitive, robust, or agile enough to withstand this challenge. AI-based early detection of revenue issues and business system failures is nonnegotiable.

Beringer Associates, Inc. provides design, implementation, and support of Managed Network Services, VOIP phone systems, and CRM software to small and medium-sized businesses. They service over 300 devices and servers for these companies, alongside thousands of end-users. Their growth over the years has been largely based on their reputation for providing excellent service and support to their clients. However, serving customers with distributed sales and field services requires Beringer support reps to be able to access customer desktops no matter where they are located. In addition, many Beringer customers are in the financial services industry and are very concerned with security and audit capabilities. Unfortunately, none of the solutions they used in the past easily enabled remote access through firewalls or had sufficient auditing to meet these needs.

The customer purchased the PowerBroker privileged account management solution to reduce the risk from security breaches and meet compliance regulations. The challenges they faced included removing local admin rights from users and elevating privileges only when needed. They also needed to log, audit, and report on privileged activities.

The customer purchased the PowerBroker privileged account management solution to reduce risk from security breaches, meet compliance regulations, tighten operational practices, and lower the total cost of ownership. The solution was deployed to remove local admin rights from users, elevating privileges only when needed. The PowerBroker solution was also used to address compliance regulations such as Sarbanes-Oxley (SOX).

Powersolution, a New Jersey-based IT services company, was facing challenges in providing remote assistance to its clients. The company was using the Microsoft remote assistance feature on each customer’s operating software, which was a time-consuming and complex process. The company was also facing difficulties in supporting users who were working remotely and not connected to the client’s virtual private network. Powersolution recognized the need for an alternative solution to fulfill its promise of superb customer service.

RBSCRP, Inc., a licensed distributor of Micros® point of sale (POS) products for the hospitality and retail industries, was facing challenges in providing support to its customers. The company's customers range from major hotel and restaurant chains with more than 100 POS devices each to independent restaurants and retail outlets with a single POS terminal. For many years, RBSCRP supported its customers by phone or through on-site visits when technical issues arose. However, with the widespread use of the internet among the company’s customers in 2006, the support team began evaluating remote support solutions. The company needed a flexible, secure solution that could improve customer service and overcome the geographical challenges associated with the island chain geography of the state of Hawaii.

The UNC Health Care system had a diverse set of remote support tools and user support workflows as a result of the acquisition over time of numerous regional hospitals, each with their own IT practices in place. UNC Health Care’s executive management set the goal of standardizing IT support across the healthcare system. In addition, UNC Health Care was planning to implement a new electronic health records and hospital management software system with twenty two different modules, and the IT department knew that implementation command center would need an efficient and effective way to provide training and support for thousands of users who would be learning to use the new software.

The bank, a globally recognized multinational banking and financial services company, was faced with the challenge of meeting broad data privacy compliance requirements from over 99 countries. As cyber attacks, security breaches and data loss become more commonplace, lawmakers and regulators are seeking to put strong data security legal frameworks in place. The bank is subject to most of these compliance requirements. An internal audit at the bank developed a series of proposed internal policies to meet all the forthcoming compliance regulations with which the bank needed to comply. These proposed policies had three objectives: enable compliance to these regulations across the world; increase protection for their servers, infrastructure, and the data they contain; and support a corporate objective to improve and sustain consumer confidence. To meet these objectives and implement the proposed internal policies, an aggressive reevaluation and investment in their IT security strategy and privilege management practices was needed.

Birmingham Women’s and Children’s NHS Foundation Trust faced the challenge of providing quick, efficient, and secure assistance to their remote staff. The staff often connected to the network from home via VPN, particularly on smart devices such as tablets, which had been a challenge for many years. An additional issue was accommodating third parties or contractors who required access to the Trust’s network. It was essential for the Trust to maintain absolute control and oversight of third-party access, only granting entry to the necessary systems and data. The Trust and its staff handle incredibly sensitive information and are accountable under regulations including the Data Protection Act, the General Data Protection Regulation (GDPR), and local governance policies.

Morris School District, located in Morristown, New Jersey, has 10 public school buildings serving 5,200 students in grades pre-K through 12. The school district employs more than 900 teachers and staff. The district is an active member of the League of Innovative Schools, a consortium of 114 independent school districts committed to helping K-12 schools rise up to address education challenges by fostering the innovative use of technology in learning. Like many school systems, Morris School District has diverse end users, which include teachers, students, and other staffers such as school psychologists, guidance counselors, aides, and school nurses. To help keep COVID-19 at bay, many of these users work remotely all or part of the week. However, what was not anticipated was the necessity of minimizing in-person interactions in response to COVID-19.

Chronopost, a leading national player in the express delivery of parcels from France to companies and individuals worldwide, was looking for a remote support solution that could easily integrate into their environment, provide security for both the customer and Chronopost, and could be used fully on the web with minimal disruption to customers’ workstations. They also needed a solution that was compatible with hybrid environments and could support a diverse range of platforms. Additionally, Chronopost needed to extend privileged access security best practices beyond the perimeter to remote workers and third-party vendors. They needed to granularly control the level of access for each of these groups, gain complete visibility and auditability into what was done with that access, and integrate with other service desk tools.