Case Study: BlueArc doubles support productivity with Glassbeam

BlueArc - Customer Case Study

BlueArc Networks, a wholly owned subsidiary of Hitachi Data Systems, develops clustered NAS systems for storing and managing digital content and unstructured data. As its install base grew, BlueArc struggled with an ineffective call-home strategy, rising support case volumes and escalations, and a need to monetize new service ideas using more scalable analytics. Glassbeam was brought in to help improve real-time diagnostics and support operations.

Glassbeam implemented its platform, support automation module integrated with Salesforce.com, and Glassbeam Support Portal to process thousands of incoming data streams, automatically open cases from alerts, and support root-cause analysis. The results were significant: more than 50% of incoming alerts became automatic case opens, support staff doubled their productivity, and BlueArc reported a 20% cost benefit in support operations. Glassbeam also enabled BlueArc to create customer-facing dashboards and new value-added professional services.

BlueArc

Mark Stratton

Vice President of Customer Services