Springpath Gains Real-Time Intelligence and Improves Operational Efficiencies
As the HCI market has grown increasingly crowded, Springpath sought to differentiate itself by providing enhanced serviceability to its customers. But it was lacking in its ability to provide fast customer issue resolution for both hardware and software components and in its ability to get meaningful, real-time intelligence from data. Springpath needed to create better operational efficiencies for its support organization. To better service its customers, Springpath would need a solution to resolve customer issues faster while collecting real-time customer data from systems to extract better insights for both internal support teams and end customers alike. Building a solution would require quick ingest and parsing of data – which was at the time often sent in the form of complex log files – and the ability to present it as actionable information. Further, a solution would need to enable support engineers to provide quick issue resolution to minimize downtime. Ideally, Springpath wanted customers to get full visibility into their own systems – and thereby be able to perform timely maintenance tasks – with the goal of maximizing uptime and ensuring optimal system performance. In addition, a solution should integrate with their issue management system, Salesforce.com Service Portal, for easy access for both the in-house support team and end-customers. “Offering world-class Customer Service in the IoT era requires a comprehensive and scalable Analytics platform that is well-integrated with an existing Support workflow,” says Brett Flinchum, VP of Global Customer Success at Springpath.