The document summarizes how VMware modernized its Customer Connect portal to deliver an exceptional customer experience. Key points: - Customer Connect is a self-service portal and mobile app used by millions of VMware customers monthly for support, licensing, downloads and more. - The portal was modernized using a microservices architecture based on Spring Cloud to improve performance, availability, and developer productivity. Availability increased to 99.95% and response times improved by 40%. - Future plans include leveraging Tanzu to further boost developer velocity, implement zero-trust security, and provide observability across hybrid/multi-cloud environments for continuous delivery. A new AI assistant will also personalize the customer experience.

1. Confidential │ ©2021 VMware, Inc.
How VMware IT Modernized
Customer Connect to Deliver an
Exceptional Customer Experience
Moin Tavargere
Senior Manager,
VMware
Nicy Thomas
Sr. Product Owner,
VMware

2. Confidential │ ©2021 VMware, Inc.
• This presentation may contain product features or functionality that are currently under development.
• This overview of new technology represents no commitment from VMware to deliver these features in any generally
available product.
• Features are subject to change, and must not be included in contracts, purchase orders, or sales agreements of any kind.
• Technical feasibility and market demand will affect final delivery.
• Pricing and packaging for any new features/functionality/technology discussed or presented, have not been determined.
• The information in this presentation is for informational purposes only and may not be incorporated into any contract. There
is no commitment or obligation to deliver any items presented herein.
Disclaimer

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VMware Customer Connect™ (formerly My VMware) is a self-service portal developed for customers. It is a one-stop
place for most of VMware products after sales services catered to customers.
10 Million Monthly page views 100K Daily Logins ~3 Million Active Users 35K Daily Downloads 3000+ Daily SRs
2000+ Daily License Operations
Stats
VMware Customer Connect
Users and
Permissions Downloads
Login and
Registration
Microservices
Modernized Portal
Home Page Support License Management

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Resilient Platform
 Uninterrupted service
availability
 Multi DC availability
99.95% uptime of all services
Challenges and Opportunities
Developer Productivity
 Feature velocity
 Independently
developed and
deployable services
Revamped User
Interface
 Responsive and faster UI
 Single page application

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Portal Platform
SOA Middleware
Cache
Infrastructure
Clarity
Tanzu Application Service
Spring
App Modernization – Architecture Approach

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Microservice
Microservice
Microservices
IoT
Mobile
Browser
API Gateway
Service Registry
Config Server
Microservice
Microservice
Microservices
Distributed
Tracing
Spring Boot
Spring Cloud Discovery Client
Spring Cloud Config Client
Spring Cloud Circuit Breaker
Spring Cloud Sleuth
Spring Session
Spring Cloud Stream
Spring Cloud -
Cloud Connectors
Spring Data
Spring AMQP
Logging, Monitoring,
Dashboards, etc.
Storage, Databases,
Messaging, Caches,
Security, etc.
Microservice
Microservice
Microservices
B2B
Routing, security, throttling
Eureka
Kafka, SQS, RabbitMQ,
PostgreSQL, Redis, Vault, etc.
Wavefront, PCF Metrics
Zipkin
Git, File, Vault, etc.
App Modernization – Spring Cloud Architecture
Tanzu Application Service

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Customer Connect App Modernization – Impact Delivered
Increased Availability Increased Performance Improved Developer
Productivity
99.95% 40% 25%
“Response times are great.”
Technical Account Manager (TAM) supporting multiple customers, including
Bank of Queensland, Glencore Australia
“Performance improvement for large Entitlement Account is good … keep up
the good work” –Anonymous
“Easy to use interface” –Customer
“There has been increased value co-creation/innovation on the portal refresh
project, increased responsiveness and sensitivity to customer issues, and a
comprehensive approach to not only rectify issues, but drive long-term value
back to the customer.” –Comcast TAM

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Leverage full power of Tanzu
Challenges
and
Opportunities
• Boost developer velocity
• Use production ready open-
source software
• OOTB data services,
automated build etc.
• Run Apps at cloud scale
• Active - Active
• Secure services end to end
(Users, Services and Data)
• Reduce manual effort for
enabling monitoring and
tracing
• Platform which can
seamlessly move
workloads across clouds
• On-premises only
• Spring and SpringBoot became
the framework of choice to
develop microservices
• No curated catalog
• 99.95% Availability
• 2 Data centers
• Active - Passive
• All internet facing services
are secured
• Services level security
policies not implemented
• Developed Single Pane of
Glass using Tanzu
Observability by Wavefront
• Low developer productivity
• Tools fit for waterfall model
• Partially automated build and
deployment
• One data center • Not supported • Basic monitoring
• Reactive model
• On-premises only
Customer Connect App Modernization – What’s Next?
Fast Release Cycles
Microservices Security
Encryption, Policies,
auditing
Visibility
Visibility for DevOps,
SREs
Developer Productivity Business Continuity
High Availability
and Failover
Agility
Hybrid and Multi-cloud
Application Patterns (CNA)
Present
(2019-2020)
Future
(2021-2022)
Past
(2012 – 2019)

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Connect Knowledge
Knowledge base and
documentation
Connect Communities
VMware and external forums
Connect Learning
Training and education
Connect Support
Service request management
Connect Success
Success plans and health
scorecards
A unified, personalized way for customers to engage with VMware
 Anticipates needs
 Provides automated guidance
and assistance
 Offers personalized
recommendations
Customer Connect AI
Customer Connect

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