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Leading Virtual Storage OEM

Requirements

Achieve product availability exceeding 99.99%, respond to failures within 10 minutes, collect sufficient data for problem resolution and future product enhancements, and make the product available to the customer in less than two hours after an outage.

How did TFS facilitate a solution?

TFS's experience with design for supportability, RAS initiatives, and support processes helped develop requirements and quality initiatives in the design process, implement a formal test and validation program, implement a logistics system, and implement support processes and tools to streamline support process execution.

The result

A product designed for supportability that included a call home feature and the ability for remote service personnel to dial into systems to investigate and resolve problems. Systems called home to report status, alert service personnel of impending failures, and provide trace information from system failures.
A proactive customer support system that exceeded the availability, response, and restore requirements was implemented including CRM and knowledge-based tools integrated with the call home feature to develop a database for problem tracking and problem resolution. The call home feature was also used to alert first level support and trigger the logistics system when required. The call home feature combined with the use of knowledge based tools substantially reduced the training requirements and skill levels required by first and second level support so that customer goals for time to restoration of service was met at reasonable costs.

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Major supplier of tape storage systems

Requirements

Develop a tape storage system that would allow customer service personnel with minimum knowledge of the system to maintain and service the product.

How did TFS facilitate a solution?

TFS's experience with design for supportability and self-diagnosing systems helped develop product support requirements, a test and validation program, and a documentation and training program for service personnel

The result

The storage system was successfully delivered with customer support features that explicitly identified a failing component and directly identified the pages of the maintenance manual the support specialist needed to reference in order to remove and replace the failing component.

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Major Enterprise Hardware/Software OEM

The requirement

An organization, fewer than 100 employees, needed to build a North American customer service organization to support mission critical products and provide Carrier Class Quality of Service, QoS, in less than 6 months, expand sales into new geographical areas without adding permanent staff to the support organization, and extend the support network to cover Europe and Asia within 3 months of deploying the North American organization without loss of QoS

How did TFS facilitate a solution?

TFS's experience with outsourcing, strategic relationships with 3rd party service providers, and expertise in Help Desk tools were used to implement a service model that balanced the use of permanent staff versus outsourcing. TFS's experience working with international organizations and partners was used to establish strategic relationships in Asia and Europe.

The result

A worldwide service organization providing carrier class QoS, supporting the company's mission critical products, was established and operational within six months. First and second level product support was outsourced to domestic and international service providers. Third level support was kept in-house and integrated with 3rd party providers' help desks to provide required level of service. Expansion of sales into new areas leveraged the coverage of 3rd party service providers without the need for addition of permanent staff.

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This page was last modified on: 09/21/2003

 
     

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