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