Wednesday, August 15, 2012

Machine data and customer intelligence

Game companies like Disney and Zynga perfected the art and science of analytics by collecting log data from games, as they are played, and using the data to better understand their users. They gained a huge competitive edge by using the log data to tailor their products. They gained valuable knowledge on how the product was being used by their customers, pinpoint performance issues preventing the users from loading a game etc.

In the business-to-business world there are hundreds and thousands of devices, which periodically send back, log information providing information on usage, errors, various configuration parameters etc. This information is a gold mine but it’s hard to extract the gold since the log files are esoteric and not fully structured. It takes a lot of time and effort to understand the meaning and context of the data in the files. Glassbeam has been working with large enterprises over the past three years perfecting a solution to extract gold from dirt using its patent pending SPL™


Now, companies like IBM and Aruba have instant insights into their users and usage of their products. For example a high tech manufacturer selling complex systems, can now know real-time if a customer is close to their license limit and proactively engage the customer for upsells. There is a real time time instant dashboard, available to all employees and execs,  showing the status of all machines and devices sending data, their versions, licenses, usage patterns and enabled features. Before the sales person goes to the account, she is armed with all possible information about the account, mined from machine logs using Glassbeam and delivered in easy to use dashboards. All discussions are now based on facts rather than assumptions.


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