Streamline Complex Issue Resolution and Move Toward Proactive Support with ISOdx

Two key elements of Value-Added Support are remote, rather than on-site, support delivery; and proactive, not reactive, support.  So what is the technology enabling this?  I recently had a call with one of the big software vendors that sells tools for IT to detect error conditions and proactively solve the issue before corporate employees are impacted, and asked them:  why aren’t you selling a set of tools for companies supporting external customers?  Their reply?  A very long pause, then a huffy, “That’s not our market.”

So I am happy to say that having just had a briefing with SSPA partner ISOdx, I now know where to go for proactive tools and change management/diagnostic tools to support external customers. Cranel’s ISOdx is a change isolation product designed to help tech support teams instantly pinpoint, to the character level, changes made to a customer’s technical environment, reducing the diagnostic process from hours to minutes.

System data between any two points in time can be quickly and easily compared. Over time, the audit trail of system changes provides risk management capabilities by proactively evaluating the impact of any planned change.

The system takes periodic snapshots of the entire customer’s environment using a lightweight executable that captures an immense amount of system information in 4 minutes or less with no impact to network response.  When a problem occurs, the system poinpoints, in seconds, exactly what has changed, down to the character level.  The ISOdx team offered some great customer stories, such as tech support finding a system failure was caused by a single entry in a hidden file they didn’t even know existed.  I’m attaching a real-world screenshot showing how ISOdx identified the cause of a system crash: a typo in a file.

Critical configuration file difference between clustered notes

But this is all sounding kind of reactive.  The proactive angle here is that the system can automatically scan all customer implementations for any sign of known errors, or configuration problems, allowing tech support to fix the problem before the customer is impacted.

The SSPA is seeing more enterprise support companies offering advanced services like this as part of a premiere support package.  For mission critical implementations, companies are willing to pay more for a promise of little or no downtime, and the service organization receives additional revenue to boot.  Increased revenues from advanced services is also a great ROI approach to bringing technology such as this in house.

What is your approach to proactive support?  Add a comment or drop me an email!  Thanks for reading.

Explore posts in the same categories: Best Practices, Enterprise Support, Technology

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