Intrusion Prevention Tool

  • A line card module was physically installed into an existing chassis, but was managed separately, which caused challenges in initial setup
  • The organization’s VP needed to better understand integration challenges, so they could design next generation modules to better integrate, thus improving customer satisfaction by driving down deployment costs
  • Targeted customer survey, plus case note problem and resolution analysis
  • Stratified survey and case note data by demographics and vertical market
  • Recommended integrating initial setup and monitoring of module and chassis together
  • Reduced support calls by 15%
  • BU dedicated a resource to oversee the implementation of requirements across product teams
  • Product design and documentation changes implemented in all related products in this line
  • Senior leaders validated increases in customer satisfaction, decrease in call rates, and increased sales of chassis with these modules