Your engineering group provides Level 3 support that often requires the analysis of product log data to ensure customer problem resolution. Most critical product issues that escalate to Engineering impact core product deliverables. In addition, Engineering is tasked with developing next-generation products.

Glassbeam lets your Engineering team identify product trends and issues across your entire universe of customers, with the ability to drill down directly into specific product issues. With Glassbeam, you can dramatically reduce time to resolution of complex support problems, allowing Engineering to spend more time focused on new product development.

Challenges

• Critical product issues escalate to engineering, impacting core product delivery.
• Need to analyze log data customer by customer to resolve issues.

Glassbeam Benefits and Results

• Better trend data across installed base reduces time to resolution.
• Knowing products’ weakest link reduces warranty costs, directly impacting profit.
• Engineering able to focus on new product development.