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Conference Presentation

Aligning Support Personnel and Process to Deliver Outcome Based Support - Session 1 Conference Presentation

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Smart and Connected Support: How to Build a System that Transforms Your Department Presented by Stephen Vaillancort, PTC The next revolution in technical support will come from a combination of connected products and using big data technologies, which will completely transform the way support is delivered in the future.

What technologies go into building a system like this? What problems is a system like this trying to solve? How do you build a system that will take incoming data and return a recommendation? How can customers be given proactive recommendations before they experience a problem? How to solve these problems and others will be discussed in this presentation. Speed or Stability? Why Not Both?

Presented by Ersel Kullolli, Transcend Insights Bridging the gap between technology innovation and Information Technology (IT) operations poses a significant challenge for many organizations today. Companies often find themselves having to choose between delivering innovative products quickly and deploying those same products in a secure and stable manner - but their customers expect both. Transcend Insights - a population health company – chose to tackle this problem head-on. In doing so, the company went through a series of improvements over the past 18 months. One of these improvements included automating its technology deployment process which was achieved through its IT automation tool, Puppet.  

Learn how Transcend Insights embraced cutting edge “DevOps” tools and approaches to deliver tangible business results, including:

  • A more efficient and automated deployment process for quick and painless upgrades and deployments.
  • 60% improvement on average case resolution time.
  • 20 percentage point increase in overall customer satisfaction.


Presented By:

Stephen Vaillancourt

Customer Strategy Data Scientist, PTC

Ersel Kullolli

Technical Program Manager, Transcend Insights

Publish Date: June 6, 2016

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