Customer success lab – Enhancing effectiveness
Client profile
Global technology provider with multiple product lines and a skilled software team supporting lab automation.
Lab supported all products in all regions and was key to many activities including training, pre-sales demos, proof of concepts (POCs), troubleshooting (TAC), and testing custom configuration.
The challenge
The client’s team faced challenges in keeping up with the demands for new topologies and release support.
Client need
To enhance lab environment agility to adapt to rapidly evolving requirements.
Our responsibilities
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Work closely with the lab automation team and provide a certified engineer to help boost product knowledge and speed up release support
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Build VMs and configure the VMs to be exported to Live Lab
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Provide lab user support
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Build services and applications using Docker
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Update lab guides
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Use product knowledge to support more advanced topology scenarios
The outcome
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Reduced the average time for new release availability in lab environments from months to weeks
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Time to respond to support cases decreased 40%
200
International networks designed
50
Countries
7
Languages supported
13
Students trained
20
Years in business
5
