“The Angels Are Singing When the Phone Ain’t Ringing”: NetApp’s Multi-Faceted Approach to eService

Delivered at the 2008 Services Industry Summit in Charleston, SC – Nick explores NetApp’s 3 pronged approach to eService that includes customer self-help, equipment self-monitoring/diagnosis, and remote support. In particular, he discusses the Company’s “AutoSupport” product, which provides both NetApp and its customers with a rich information set to streamline the support experience, resulting in rapid case closure and increased customer satisfaction. Nick also discusses the use of remote support learnings to help customers optimize their environments, lower their TCO and create future sales opportunities for NetApp. Finally, there is a look back at the evolution and transformation of NetApp’s eService capabilities, as well as a look into the future at an integrated remote experience that includes customer self-healing.