Aptean Case Studies Customer Success VMware

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	Customer Success VMware Aptean

Customer Success VMware

Aptean

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Software
Challenge	The world's fifth largest software Infrastructure company is serious about customer service and relies on Knova knowledge management to help keep customers happy. Their innovative use of social media enhances support by adding proactive and interactive customer contact opportunities. Providing an excellent customer experience is considered a minimum requirement for successful operations. The company wanted to harness available resources and technologies to raise the service to a whole new level. Read More
About Customer	The customer is the world's fifth largest software Infrastructure company. They are a global leader in virtualization and cloud Infrastructure with more than 150,000 customers, 22,000 partners, and 35,000 certified professionals. The company is headquartered in Palo Alto, CA. They are serious about customer service and rely on Knova knowledge management to help keep customers happy. Their innovative use of social media enhances support by adding proactive and interactive customer contact opportunities. Read More
Solution	The company relies on Knova KM to help keep customers happy. Knova KM is a knowledge management solution that helps companies manage and utilize their knowledge base to improve customer service. The company's innovative use of social media enhances support by adding proactive and interactive customer contact opportunities. This allows them to provide an excellent customer experience, which is considered a minimum requirement for their successful operations. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Software

Challenge

The world's fifth largest software Infrastructure company is serious about customer service and relies on Knova knowledge management to help keep customers happy. Their innovative use of social media enhances support by adding proactive and interactive customer contact opportunities. Providing an excellent customer experience is considered a minimum requirement for successful operations. The company wanted to harness available resources and technologies to raise the service to a whole new level.

About Customer

The customer is the world's fifth largest software Infrastructure company. They are a global leader in virtualization and cloud Infrastructure with more than 150,000 customers, 22,000 partners, and 35,000 certified professionals. The company is headquartered in Palo Alto, CA. They are serious about customer service and rely on Knova knowledge management to help keep customers happy. Their innovative use of social media enhances support by adding proactive and interactive customer contact opportunities.

Solution

The company relies on Knova KM to help keep customers happy. Knova KM is a knowledge management solution that helps companies manage and utilize their knowledge base to improve customer service. The company's innovative use of social media enhances support by adding proactive and interactive customer contact opportunities. This allows them to provide an excellent customer experience, which is considered a minimum requirement for their successful operations.

Impact #1	The company was able to provide an excellent customer experience, which is considered a minimum requirement for their successful operations.
Impact #2	The use of Knova KM and social media allowed the company to add proactive and interactive customer contact opportunities.
Impact #3	The company was able to harness available resources and technologies to raise their service to a whole new level.

Impact #1

The company was able to provide an excellent customer experience, which is considered a minimum requirement for their successful operations.

Impact #2

The use of Knova KM and social media allowed the company to add proactive and interactive customer contact opportunities.

Impact #3

The company was able to harness available resources and technologies to raise their service to a whole new level.

Benefit #1	Call deflection: Calls as a percentage of KM visits steadily declined to below 6 percent
Benefit #2	Knowledgebase visits nearly tripled in one year from 660,000 to 1.9 million
Benefit #3	Problem avoidance - proactive notification of a potential issue generated 90,000 KB views and less than 100 (most preventative) inquiries into support

Benefit #1

Call deflection: Calls as a percentage of KM visits steadily declined to below 6 percent

Benefit #2

Knowledgebase visits nearly tripled in one year from 660,000 to 1.9 million

Benefit #3

Problem avoidance - proactive notification of a potential issue generated 90,000 KB views and less than 100 (most preventative) inquiries into support

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Overview

Customer Success VMware

Operational Impact

Quantitative Benefit