DDN Service Strategy
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In this deck from the DDN User Group at SC14, Mark Canepa presents: DDN Service Strategy and Satisfaction Results. Watch the video presentation: http://insidehpc.com/2015/01/video-ddn-service-strategy-and-satisfaction-results
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DDN Service Strategy
- 1. 1! © 2014 DataDirect Networks, Inc. * Other names and brands may be claimed as the property of others. Any statements or representations around future events are subject to change. ddn.com Service Strategy & Customer Satisfaction Results Mark Canepa VP Global Services and Support, DataDirect Networks
- 2. 2! © 2014 DataDirect Networks, Inc. * Other names and brands may be claimed as the property of others. Any statements or representations around future events are subject to change. ddn.com Customer Support Satisfaction Trends Very Dissa*sfi ed 11% Very Sa*sfied 56% Neutral 11% Somewh at Sa*sfied 22% Very Dissa*sfied 10% Very Sa*sfied 61% Neutral 3% Somewhat Sa*sfied 13% Somewhat Dissa*sfied 13% Very Dissa*sfied 6% Very Sa*sfied 79% Neutral 3% Somewhat Sa*sfied 12% 2014 Q3! • Total Satisfied: 91%! • Total Dissatisfied: 6%! 2014 Q2! • Total Satisfied: 74%! • Total Dissatisfied: 23%! 2014 Q1! • Total Satisfied: 78%! • Total Dissatisfied: 11%!
- 3. 3! © 2014 DataDirect Networks, Inc. * Other names and brands may be claimed as the property of others. Any statements or representations around future events are subject to change. ddn.com Response Time Within Contracted SLA No 11% Yes 89% No 18% Yes 82% No 14% Yes 86% 2014 Q3! Total Positive Response: 86%! 2014 Q2! Total Positive ! Response: 82%! 2014 Mar! Total Positive Response: 89%!
- 4. 4! © 2014 DataDirect Networks, Inc. * Other names and brands may be claimed as the property of others. Any statements or representations around future events are subject to change. ddn.com There is a reason this is working better • Support and Escalation Initiatives put in place! – Three Escalation Managers in place to focus on important customers with issues.! • 2 US based, 1 EMEA based! • Cradle to Grave hands on active interaction across the organization! • Reviewed daily. Ability to spin off tiger teams.!! – Tactical Sev 1 call replaced by more strategic Escalation Management call. Key accounts with issues getting a lot more focused attention reviewed daily.!! ! – Every escalation results in a lessons learned and action items across DDN on how to improve!! ! – Tighter linkage with Engineering so the real issues escalate more quickly. Rally metrics review!
- 5. 5! © 2014 DataDirect Networks, Inc. * Other names and brands may be claimed as the property of others. Any statements or representations around future events are subject to change. ddn.com Technical Sales, Service and Support • ~150 professionals with deep skills deployed around the world! – Broad team expansion across geographies to deliver WW capabilities! – Technical Skills to help you Design, Architect & Benchmark business critical solutions! – Implementation skills to deploy, configure, scale, tune and evolve your applications throughout the life cycle! – Deep Support skills to act on any issues you have once in production! ! • Expanding and hiring world Class talent!
- 6. 6! © 2014 DataDirect Networks, Inc. * Other names and brands may be claimed as the property of others. Any statements or representations around future events are subject to change. ddn.com End-to-End Product Line • This past year added broad skills and capabilities beyond Block and File storage.! – Object Based solutions for storage and multi site collaboration and data protection! – CIFS, NFS and S3 Access capabilities! – Technologies to two-way seamlessly Bridge and integrate PFS to the Object world.! – Rotating and Solid State media! ! • Added the knowledge and capabilities to go beyond Traditional HPC to Commercial and Business Big Data workloads!
- 7. 7! © 2014 DataDirect Networks, Inc. * Other names and brands may be claimed as the property of others. Any statements or representations around future events are subject to change. ddn.com Conclusions • We have some of the smartest people around in ever larger quantities! ! • With the right skills to manage our ever growing portfolio! ! • Focused on your most challenging data problems!
- 8. 8! © 2014 DataDirect Networks, Inc. * Other names and brands may be claimed as the property of others. Any statements or representations around future events are subject to change. ddn.com You’ve Got Questions . . . We’ve Got Answers!
- 9. 9! © 2014 DataDirect Networks, Inc. * Other names and brands may be claimed as the property of others. Any statements or representations around future events are subject to change. ddn.com THANK YOU! We appreciate your participation!