Combining SaaS and Customer Success to achieve Cloud enlightenment

Slide deck used at Splunk Conf 2014, in this talk MindTouch's Software Engineer, César López-Natarén describes the usage of Splunk Cloud within the organization to perform business analytics and real-time monitoring for our cloud infrastructure

Transcript

1. Combining SaaS and Customer Success to Achieve Cloud Enlightenment! César López-Natarén! Software Engineer, MindTouch! Aaron Fulkerson! CEO, MindTouch! Cloud Software for Accelerating Customer Success!
2. Disclaimer! During  the  course  of  this  presenta1on,  we  may  make  forward  looking  statements  regarding  future  events  or  the   expected  performance  of  the  company.  We  cau1on  you  that  such  statements  reflect  our  current  expecta1ons  and   es1mates  based  on  factors  currently  known  to  us  and  that  actual  events  or  results  could  differ  materially.  For   important  factors  that  may  cause  actual  results  to  differ  from  those  contained  in  our  forward-­‐looking  statements,   please  review  our  filings  with  the  SEC.  The  forward-­‐looking  statements  made  in  the  this  presenta1on  are  being  made  as   of  the  1me  and  date  of  its  live  presenta1on.  If  reviewed  aHer  its  live  presenta1on,  this  presenta1on  may  not  contain   current  or  accurate  informa1on.  We  do  not  assume  any  obliga1on  to  update  any  forward  looking  statements  we  may   make.  In  addi1on,  any  informa1on  about  our  roadmap  outlines  our  general  product  direc1on  and  is  subject  to  change   at  any  1me  without  no1ce.  It  is  for  informa1onal  purposes  only  and  shall  not,  be  incorporated  into  any  contract  or   other  commitment.  Splunk  undertakes  no  obliga1on  either  to  develop  the  features  or  func1onality  described  or  to   include  any  such  feature  or  func1onality  in  a  future  release.  
3. 3 Agenda! •  Introduction to MindTouch! •  MindTouch Approach to Customer Success! •  MindTouch Cloud Architecture! •  Business and Technology Challenges! •  Splunk Cloud Use Cases/Results! –  Business Analytics! –  Real-Time Monitoring! –  DevOps!
4. 4 Introducing César López-Natarén! •  Software Engineer at MindTouch! ! •  Designing and developing web services! ! •  Engineering values include software speed, correctness and reliability ! !
5. 5 Introducing Aaron Fulkerson! •  CEO & Co-Founder at MindTouch ! ! •  Member of Microsoft Advanced Strategies and Policies Division! ! •  Contributing Writer at CNN, Fortune, Gigaom, Forbes. !
6. 6 Introducing MindTouch! MindTouch is software for accelerating customer success. We empower businesses to:! ! •  author, capture, and serve knowledge to their customers in new ways ! •  make more informed decisions by capturing and sharing insight on customer behavior! ! Businesses that use MindTouch: ! ! •  enjoy shorter sales cycles! •  increase organic site traffic! •  accelerate user adoption and product expertise!
7. Business and Project Planning! MindTouch Drives Customer Success and Loyalty with Self-service for Leading Brands in Technology, Manufacturing, and Service!
8. CODE42’s Support Site!
9. Avalara’s Help Center!
10. 10 Customer Success Center! Contextual Help System! Real-­‐&me  Chat  and  Phone   eLearning / Training! Support   Channels   Sales  and     Marke&ng   Ticket  Deflec1on   Driving Customer Success!
11. 11 Continuous Optimization! Optimization! ! Agent and Customer Feedback ! •  Score articles! •  Request edits or topics! ! Capture and Reuse! •  Flexible publishing workflows ! ! HelpRankTM ! •  Machine learning optimization of search and organization! Knowledge Analytics! •  Identify gaps in content or quality! ! Knowledge   Request   Proac1ve  or  Reac1ve   Transact   Self-­‐Service  or   Agent   Op&mize   HelpRankTM  and   Collabora1on   Synchronize   In  real-­‐1me,   customer  channels   update  
12. 12 F1 Contextual Help! Description! ! •  Embed contextually relevant content into any site or within your product! •  Navigate & search within your help center and change articles without leaving ! •  Customizable triggers (click, hover, timer, etc.)! •  User permissions are applicable ! •  Supports custom branding! ! Include  MindTouch  F1  Javascript   Click  help  
13. 13 MindTouch Cloud Architecture!
14. 14 Technical and Business Challenges! Technical! •  Real-time monitoring! •  Alerting based on thresholds! •  Rapid graph and report creation! •  Ways to perform data analysis! Business! •  Small team! •  Budget limits! •  Multi-tenant service! •  Fastest time to value for our customers! •  MSA: At least 99.5% up time for the Services!
15. 15 Enter Splunk Cloud!
16. 16 MindTouch  Requirements   Requirements! 1.  Managed! 2.  Fast, reliable and real-time! 3.  At least a month of data retention! 4.  Alerts! 5.  Parameterized graphs and grids! 6.  Data analysis tools! Splunk Cloud! 1.  Yes! 2.  Yes! 3.  Yes! 4.  Yes! 5.  Yes! 6.  Yes!
17. 17 Splunk Cloud at MindTouch! ! ! The  video  story  
18. 18 Business Analytics from Splunk Cloud!
19. 19 Delivering Real-Time Analytics to Our Customers!
20. 20 Customer Value From Real-Time Analytics! •  Usage visibility! •  Pricing and value transparency! •  Help identifying:! –  customers who need help! –  customers who are succeeding! ! Result for MindTouch -> Increased customer retention!
21. 21 Real-Time Monitoring with Splunk Cloud! Cloud  Infrastructure  Dashboards  
22. 22 Supporting DevOps With Splunk Cloud! •  Real-time monitoring across our whole cloud infrastructure! •  Helps us maintain our > 99.5% up time! •  100% managed service! •  Triple our customer base without increasing our DevOps team!
23. Thank You!! For more information, you can reach us at:! www.mindtouch.com @MindTouch!