Enterprise Support
Enterprise Video
Long term support augmentation for a leader in enterprise video space – hundreds of issues resolved and many happy customers
OUTCOMES
6 YEARSOF SUCCESS
global technical support covering the US and EMEA time zones
600+ BUGSPINPOINTED
and bug reports filed
4000+ SOLVED TECHNICAL TICKETS
requiring log analysis and troubleshooting resolved to customer satisfaction
CLIENT
CASE STUDY
Introduction
Qumu is a world leader in Enterprise Video as a Service. With hundreds of customers on the Global 2000 best companies list Qumu is in the center of the video inflection point that is happening at this point in our history. Whether the needs are for video on-prem, hybrid or cloud Qumu has a ready solution for How Business does Video.
Problem
Many companies are using Qumu software on a daily basis to perfect their internal and external communication through the use of video. In order to retain and win over new customers it is imperative for Qumu to provide a Customer Success driven strategy. This strategy included a 24/7 follow the sun support model with Technical Support Engineers monitoring the queue for incoming support tickets from all over the world in all timezones. Without enough skilled Technical Support Engineers and with an Engineering department focused on new features the customer problems were piling on and customer retention was at risk.
Solution
Through the Mangonel’s network of talented IT engineers and Mangonel’s deep technical understanding of software development we were quick to assemble a team of highly skilled Technical Support Engineers that started to make tickets move forward to customer satisfaction. Being able to analyze errors on a code level as close to the metal as possible alleviated the need for the Engineering team to get involved, issues were resolved faster and bugs were filed quickly. Mangonel helped Qumu raise the bar on the level of support, overall customer satisfaction and most importantly customer retention.
NOTABLE OUTCOMES
- 6 years of successful global technical support covering the US and EMEA time zones
- 4000+ of technical tickets requiring log analysis and troubleshooting resolved to customer satisfaction
- 600+ bugs pinpointed and bug reports filed
- 300+ Priority 1 (system down) tickets resolved on live calls
- Hundreds of Good Reviews with comments from all the worlds by large global enterprise companies
- Support hotline, Zendesk ticket queue, online meetings, Self-Service Knowledge Base
