Abhay Solapurkar's guest appearances

Abhay Solapurkar

The Customer Support Podcast

Greg Collins

Joshua Lory

Patty Hatter

Manny Ruiz

John Ragsdale

James Sung

David Tirazona

Kimberly Gress

Sanjeev Sisodiya

Rick Gianvecchio

David Rubinstein

Nir Galpaz

Brenda Guardado

Bernie Kassar

Philippe Mesritz

OwlTail

 SkyHigh Networks (Acquired by McAfee) is a CASB vendor serving roughly 600 customers (Fortune 1000 and enterprises) Tierless support organization Roughly 70 engineers worldwide organized in  pods of technology excellence. Overall McAfee has 800+ Tech Support professionals Support team sits with engineering and cloud ops Customer Success Managers do consultative work (not comped on renewal)  Big shift in Support has come due to  “Cloudification”  Important to focus on overall customer experience rather than on an individual metric like first response time etc.  Robust certification process for new employees Technology stack - Consolidated with Salesforce, Financial force (professional services), tight integration with JIRA, Inquira (Knowledge Management), Exploring Chatbots (Aisera - doing pilot on consumer side for how-to cases). Support app for customers Incoming cases - 98% (email and web), 2% (phone) How-to/Break-Fix Split - For on-prem (30/70), cloud (10/90) Recommended Read - Good to Great by Jim Collins

<ul> <li>SkyHigh Networks (Acquired by McAfee) is a CASB vendor serving roughly 600 customers (Fortune 1000 and enterprises)</li> <li>Tierless support organization</li> <li>Roughly 70 engineers worldwide organized in  pods of technology excellence. Overall McAfee has 800+ Tech Support professionals</li> <li>Support team sits with engineering and cloud ops</li> <li>Customer Success Managers do consultative work (not comped on renewal) </li> <li>Big shift in Support has come due to  “Cloudification” </li> <li>Important to focus on overall customer experience rather than on an individual metric like first response time etc. </li> <li>Robust certification process for new employees</li> <li>Technology stack - Consolidated with Salesforce, Financial force (professional services), tight integration with JIRA, Inquira (Knowledge Management), Exploring Chatbots (Aisera - doing pilot on consumer side for how-to cases).</li> <li>Support app for customers</li> <li>Incoming cases - 98% (email and web), 2% (phone)</li> <li>How-to/Break-Fix Split - For on-prem (30/70), cloud (10/90)</li> <li>Recommended Read - <a href="https://www.amazon.com/Good-Great-Companies-Leap-Others/dp/B003VXI5MS/" rel="nofollow" target="_blank">Good to Great</a> by Jim Collins</li></ul>

Episode 24: (B2B) Abhay Solapurkar, VP Global Success & Support, SkyHigh Networks (McAfee)