Revolutionizing the Customer Support Model
by Becky Deyo, Vice President, Global Support - Network Appliance;
Livia Wilson, President & Co-Founder - OutSights, Inc.; and Anthony Lye, President/CEO - ePeople, Inc.

Network Appliance recognized the need for a transformation and developed a strategy for expanding its capability to deliver globally consistent, enterprise support services to customers with mission-critical environments. Becky Deyo, VP of Global Support for Network Appliance shares the details of the support transformation process. The transformation program, titled SupportEdge, changes Network Appliance's support model from escalation-based to a collaborative, Just-In-Time resourcing model.

SupportEdge is based on the Integrated Solution Network (ISN) architecture and powered by ePeople's Teamwork technology.