We launched the Call Out Program in which our engineers contact NetBackup customers and resolve their issues. In addition, our support organization made wholesale changes to its case-handling processes, reorganized its staff and added more staff. The result: shorter queues and faster pickup times.
We started the First Availability Program, which allows customers to test the final gold version of NetBackup in their environments and send us feedback which we use to make swift improvements and fixes to subsequent updates. Our latest release includes several tools that gather information on our licensing model so we can make improvements. And we now issue maintenance packs every quarter. The result: a 50 percent decrease in hot fixes and a reduction in customer support calls.
We removed tons of out-of-date and long technical articles that customers spent way too much time scrolling through to find answers. We wrote short, specific, how-to documents and these articles now pop to the top of search lists. We also made changes to staffing so we now have optimum staff levels at all times which speeds cases through the system.
We embedded telemetry—an auto-feedback feature that allows us to make faster, customer-specific changes to the product—to the latest Endpoint Protection release. In the first update, our engineers used the telemetry data to identify and fix issues that caused the most installation errors.
We embedded telemetry in the product—an auto-feedback feature that allows us to make faster, customer-specific changes to the software. With that feedback, we made improvements that increased the installation success rate to 92 percent.
Our focus is guided by feedback from our partners, and we continue to look to you to help us deliver our portfolio of products to our mutual customer segments and territories.
