“the angels are singing when the phone ain’t ringing ......tool for netapp & customers more...

NetApp Internal Use Only

“The Angels Are Singing When the Phone Ain’t Ringing”: NetApp’s Multi-Faceted Approach to eService

Nick HowardSr. Director, OperationsNetApp Global Services

2© 2008 NetApp. All rights reserved. NetApp Internal Use Only

Agenda About NetApp and NetApp Global Services

Our eService “Universe”

NOW and KnowledgeBase

AutoSupport: NetApp’s “Crown Jewel”

The Power of Proactive Support

The Optimization Opportunity

A Look Ahead: Customer Self-Healing


Founded in 1992

Headquarters: Sunnyvale, CA

6,000+ employees

Distribution into 138 countries

Over 95,000 installed systems

$3.3 B balance sheet; $1.3 B in cash and investments

No long-term debt

S&P 500, NASDAQ 100, Fortune1000

NetApp Today

http://www.netapp.com/news/press/news_rel_20050111a.html


“Not tonight….I have a headache”

There is a time and place for Customer “intimacy”When a customer is hurting, “time to resolve” is everything; intimacy only matters if it is speeding problem resolutionCustomers value intimacy when the problem is complex or is adversely impacting their businessCustomers are smart; many of their problems are easily and most efficiently solved electronically


The NetApp eService “Universe”: The Power of Customer Integration

Content

Tools

Customer Environment

NetApp Appliances

Storage Admin

NetApp on the Web (“NOW”)

AutoSupport (“ASUP”)

Remote LAN Management (“RLM”)

ORACLEERP

ORACLEERP

NetApp Firewall

VANTIVECRM

VANTIVECRM

PRIMUSKNOWLEDGEBASE

PRIMUSKNOWLEDGEBASE

ASUP DATAWAREHOUSEASUP DATA

WAREHOUSE

OTHERRESOURCES

OTHERRESOURCES


NetApp on the Web (“NOW”)

Manage Installed BaseAccess Technical DocumentationInitiate and Manage a Support CaseAccess the KnowledgeBaseDownload Software & Tools

Average of 71,000 visitors per month275,000+ sessions per month99%+ availabilityIndustry award winningConsistently high user satisfaction ratings


Knowledge is Power: NetApp’s KnowledgeBase

Case deflection/avoidanceImproved “Time to Resolve”Organizational ProductivityImproved Customer Satisfaction

Encouraging Knowledge ContributionSynthesizing, Organizing, Cleaning and Publishing Knowledge ArticlesContinuous Focus on Scalable “Process and Programs” (not “Systems”)

BenefitsBenefits

Investments RequiredInvestments Required

NetApp


AutoSupport: NetApp’s “Crown Jewel”

How it works

NetApp Global ServicesCustomer Environment

AutoSupport Messages(HTTPS or E-mail)

Customer Messages (E-mail)

Storage Administrator

NetApp Storage System

AutoSupport Infrastructure

My AutoSupportNOW Site


AutoSupport Customer Benefits

Minimizes customer’s manual support overheadsImproves problem resolution time

Problem Resolution Time

Resolution Rate of Cases with AutoSupport

Information

Resolution Rate of Cases without AutoSupport

Information< 1 day 52% 35%1-2 days 9% 9%3-5 days 16% 14%6-21 days 20% 29%>21 days 3% 13%Total 100% 100%

Time to resolution on customer cases requiring manual triage by NetApp Support personnel


The Power of Customer Integration: “End-To-End” AutoSupport

Identify possible or imminent failureOpen caseDispatch partDispatch engineerClose caseInform customerMail KB article (when applicable)

And they didn’t even know they had a problem…

ASUP CUSTOMERENVIRONMENT

CRM


The AutoSupport Evolution Continues…

Tool for NetApp & CustomersMore proactive problem preventionSite wide information overviewConfiguration, change, and event management Enhance customer self serviceOptimization opportunities

Tool for NetApp SupportCritical for problem diagnosticsIndividual device orientedMy AutoSupport Dashboard

2007 and Beyond 2006 and Before

ProactiveReactive


Differentiating Support Offerings: “Premium AutoSupport”

Visualize Storage EnvironmentsReal-time Event ManagementProactive Health ChecksConfiguration Management & Benchmark Comparisons Upgrade Planning Tools

Enables Self-Service Proactive SupportImproved Problem AvoidanceImproves Customer’s Operational Efficiency

FeaturesFeatures

Customer BenefitsCustomer Benefits



Visualization, Discoveryand Asset Management

Event Management



Proactive Health Checks Configuration Discovery



Configuration Compare Upgrade Planning


The Optimization Opportunity: Improving Customer Efficiency

AUTOSUPPORTDATA

CRMSYSTEM

OTHERDATA

AGGREGATIONENGINE

CU

STO

MER

INFO

RM

ATI

ON

REPORTS,DASHBOARDS,

VISUALIZATION TOOLS,VALUE-ADD SERVICES

Reference ArchitecturesBest PracticesComparative DataIndustry StandardsBenchmarks

Increased Customer Efficiency, Lower TCO


The Future: Smart Devices and Self Healing

“the angels are singing when the phone ain’t ringing ......tool for netapp & customers more...

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