Desktop Switch

• This desktop switch was the first product targeted solely at the small-medium business market
• The product was not meeting sales forecasts and its support case volume, rate, and time to close was increasing along with product returns
• The marketing team needed customer feedback and data that would provide them insight to the commercial market experience with this switch

• Used Bayesian sampling to quickly analyze the first three months of customer issues
• Correlated these issues to Dunn & Bradstreet market information to discover customer profiles
• Engaged UE team to identify usability challenges
• Identified top 10 customer challenges and validated them via lab trials

• Three of the top 10 challenges were addressed immediately and fixes were implemented in a special release. The remaining 7 were fixed in a later release
• Sales have increased 30% since the re-release of the product with these changes