The customer always knows about a problem before the systems vendor. This increases support costs due to multiple customers calling about the same problem, raises the time spent identifying the issues, and creates longer resolution times due to inaccurate product configuration information.

With Glassbeam, you can know about the support issue before the customer. Since Glassbeam automatically gathers product information and categorizes it, your Support organization can now focus on resolution. Glassbeam analytics quickly enable root cause analysis and dramatically shortens time to resolution.

Challenges

• Customers know of support issues before the manufacturer.
• Unnecessarily high costs due to multiple customers calling about the same problem.
• Longer resolution time based on inaccurate product configuration information.
• Expensive and time consuming to proactively gather and analyze historical and ongoing product usage and performance data.

Glassbeam Benefits and Results

• Manufacturer knows about support issues before customers.
• Dramatically shorter time-to-resolution.
• Up to 20% reduction in Tier 1 support costs.
• Increased customer retention due to higher customer satisfaction.