Customer Success - VMware

The world’s fifth largest software infrastructure company relies on Knova KM to help keep customers happy.

The world’s fifth largest software infrastructure company relies on Knova KM to help keep customers happy.

The world’s fifth largest software infrastructure company is serious about customer service and relies on Knova knowledge management to help keep customers happy. Their innovative use of social media enhances support by adding proactive and interactive customer contact opportunities.

VMware

Quick Facts

  • Global leader in virtualization and cloud infrastructure
  • More than 150,000 customers, 22,000 partners and 35,000 certified professionals

INDUSTRIES

Software

HEADQUARTERS

Palo Alto, CA

SOLUTIONS

Knova

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CHALLENGE

  • Providing an excellent customer experience is considered a minimum requirement for successful operations
  • Wanted to harness available resources and technologies to raise the service to a whole new level

SOLUTION

The world’s fifth largest software infrastructure company is serious about customer service and relies on Knova KM to help keep customers happy.

RESULT

  • Call deflection: Calls as a percentage of KM visits steadily declined to below 6 percent
  • Knowledgebase visits nearly tripled in one year from 660,000 to 1.9 million
  • Problem avoidance – proactive notification of a potential issue generated 90,000 KB views and less than 100 (most preventative) inquiries into support
  • Continuous improvement of the customer experience