Corralling Data

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Corralling Data

• Curt Hill,
• Vice President Technical Support
• Cisco Systems, Inc.

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Executive engagements with customer
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Constructing the ePortal

• Outline the Goal
• Identify Challenges
• Determine Processes
• Acceptance and Usability
• Incorporate Enhancements
• Circling back

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Various company databases
The goal of the portal is to bring the various
databases together into a single point of
information
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Types of data we needed to gather in one place
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Once various databases are identified, access is
required

• Security level access
• Hierarchical access levels
• Password rollover
• Sarbanes Oxley compliance

Other critical considerations

• Various server backups
• Database Mirroring
• Data recovery

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Developing the front end
To meet the needs of the executives, all viewable
data needed to be

• Clean and clear
• Have specific details
• Organized in a consistent format
• Organized into a logical flow

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Whiteboarding the ideas
Customer Name
Contact names and numbers
Synopsis of business
Critical issues
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Getting through the mass of data
Customer A Customer B Customer C Customer D
Customer E Customer F Customer G Customer
H Customer I Customer J Customer K Customer L
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Getting through the mass of data Sorting and
Filtering
Challenges

• Multiple Theatres
• Multiple Lines of Business
• Various support contracts
• Over 200 customers

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Whiteboarding the ideas A new front end
Theatre checklist?
LOB ?
contracts ?
Business type icons?
Customer checklist?
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Usability and Acceptance
Once the portal was built, we had to verify its
usability and effectiveness.

• Check with those who supply data for ease of use
• Test with end users for quality, clarity, and
  effectiveness of end data
• Provide feedback mechanism for bug and
  enhancement issues
• Advertise, advertise, advertise

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Eportal
overview
scorecard
products
Cust sat
Golden rules
Other stuff
Developers started asking the what if
questions, which were followed by User requested
enhancements
What if we added tabs?
What if we added a button or two?
For things like customer overview, customer sat
and products
For Golden Rules
or other stuff
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Enhancing usability
We added the flexibility to drill down into the
databases and return information on the
customers installed products
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Drilling down
From there we can drill down to a specific
platform over a four month span
We can look at the different chassis platforms
within the customer network
And we can compare stats against the top 10
customers, along with customer sat
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Further enhancing the portal
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Further enhancing the portal
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Circling back to the original goal
ePortal roadmap
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Circling back to the original goal
With all the enhancements that allowed deep dives
into the customer data and information, one key
element got set aside A quick, easy, one-stop
location for executives to get all the
information necessary before a customer visit or
call
So we added the One-Touch Report.
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Circling back to the original goal One Touch
Report
A .pdf file is created that includes all
executive level information about the customer
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The future for the ePortal
Customer portal
Data analysis
A customer portal that would provide external
access to customers enabling them to see their
own metrics and account details.
Ability to perform predictive data analysis by
predicting/preventing reactive issues using
trending and baseline data.
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What has the ePortal done for us?

• Provides executives with real time information
  when they need it
• Makes our support operation far more productive
  by advanced collection of data
• Allows us to look at and compare various customer
  data points, enabling us to analyze potential
  problems
• Improves issue resolution time, thereby
  increasing customer satisfaction

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