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Brocade Software Licensing Survey

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by

Jodie Lee

on 11 September 2014

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Transcript of Brocade Software Licensing Survey

Brocade Software Licensing
Recommendations
Survey Results
Satisfaction
Dissatisfaction Drivers
Summer Internship 2014
Customer Satisfaction (CSAT) Survey
Data Warehousing
About Me
Software Operations Intern
Recommendation
: Portal link in fulfillment email should lead customer directly to software licensing portal to eliminate confusion

Recommendation
: Develop video tutorials for common "how-to" processes
Recommendation
: Place text box on the home page for customers to enter license keys and automatically navigate to the appropriate product framework
Recommendation
: Create a landing page and have the most common portal activities listed for navigation
Recommendation
: Add help symbols (“?”) with instructions and required information next to text boxes
Recommendation
: Customer should be able to generate multiple licenses at a time without having to add each license separately
Recommendation
: Contact information should be initialized based on current logged-in user data

Key Internship Takeaways
Recruiting
Advancement plan
1:1 meetings
Continual feedback/guidance
Intern Events
- Jodie Lee
Free Text Analysis
"So much easier than that "C" company... so glad that I dumped them and have a new marriage with Brocade! ..... Can't thank you enough for your commitment to the customer! Customer Support DOES matter! I am a success because of Brocade's support!"
-jennifera@elpaso911.org (July 29, 2014)
-wiwi@progon.net (July 30, 2014)
"The portal is confusing. So: It works, but has plenty of space for improvement."
-sam_chee_chun@murphyoilcorp.com (August 05, 2014)
"Once we've purchased a license we should be free to transfer it to any device other device we have, whether its under maintenance or not."
- stavros@staff.esc.net.au (August 05, 2014)
"Software license request very simple and immediate. Instruction given on license upgrade easy to follow and understand."
RMA Transfers
December 28th, 2013
Start of survey audience range
July 19th, 2014
End of survey audience range
July 29th, 2014
Survey launch date
August 14th, 2014
Survey data pulled
Survey Scope
Present
Survey link open
Survey Outline:
Customer Questions
Customer Satisfaction Rating:
Overall
Portal
Support
Installation
License Management
Contact
Verbatim
NOS
and
IP
customers
Brocade
customers, excluding OEM customers
Thank you!
Navigation and complexity inside the software licensing portal
Navigation to the software licensing portal
Generating licenses inside the software licensing portal
Resolution
: Support will email licenses from failed device to user once RMA is submitted
Senior at Cal Poly - San Luis Obispo
Business Major - Information Systems Concentration
Full transcript