Tuesday, September 25, 2012

Machine data benefits sales and service

Most people think of sysadmins and IT when they think log files. We at Glassbeam think sales operations and services! Why? Because machine data provides the truth and nothing but the truth about your customers and how they use your products. This information is extremely valuable to enterprises.

How can sales people benefit from log data?

Most systems( think storage boxes or wireless devices or medical equipment or aircraft engines) produce bundles of data - some logs have error and support related information. Some have system configuration, information on which knobs have been turned on and usage information( how long was the call and how many participants were on a call for example). Glassbeam can consume all that disparate multi-structured data and make sense of it all through its SPL(Semiotic Parsing Language).

So based on machine log information, Glassbeam can highlight which customers would run out of licenses by feature based on their past 3 months of usage, plot when they will run out and flag the account as needing follow up.

A customer may be running out of their service entitlements ( if you think your CRM system has upto date customer information think again and check your log files). Glassbeam can dashboard the customers who will be eligible for contract renewals and provide a 3 month snapshot of the customer to enable a renewal sales opportunity.

Technical sales people can quickly look at a customer's configuration before they go on a sales call. They may find that a customer has changed a configuration recently that has resulted in slowness and be prepared to address their customer concerns with actual data during their visit.

There are many more and I will showcase such examples in the following posts but Big Data from machine logs are a gold mine for businesses. Smart companies are already exploiting this to their competitive advantage.

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