Infinera

Infinera

Infinera (NASDAQ: INFN) is an industry-leading supplier of intelligent transport network solutions including hardware and software for Tier 1 carrier, cable operator, internet content provider, government and enterprise networks worldwide. Recently Infinera acquired Coriant, an Optical Networking Company.

Infinera Support Services

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Infinera

Infinera (NASDAQ: INFN) is an industry-leading supplier of intelligent transport network solutions including hardware and software for Tier 1 carrier, cable operator, internet content provider, government and enterprise networks worldwide. Recently Infinera acquired Coriant, an Optical Networking Company.

Infinera Support Services

Given the nature and the impact their products make, Infinera offers comprehensive support services to make sure customers get the most value out of their investment. The customer support inquiries are complex and require knowing the version, compatibility, usage, error conditions and other details to recommend the right course of action for their end customers. Infinera has a worldwide Technical Assistance Center (TAC) , and Support Engineering to respond to customer inquiries.

The Challenge

The Global Support Services leadership under Alex Derecho wanted to focus on reducing the time it takes to find the solution for customer problems and reduce the resolution time. The recent Coriant merger has nearly doubled the number of customers, products and support staff, and the management wanted a faster way for the respective team from former companies to learn broader product suite and start supporting customers quickly and effectively.

“We wanted a vendor that delivers predictive customer support as a plug-in. Our mission is to find a solution for customer support quickly and drive customer success. Our existing Service Desk software does not provide the functionality we needed. We were looking for a software that uses advanced machine learning technology, can connect various data sources and a partner that understands support. We saw all that in Ascendo”

Alex Derecho also wanted a solution that helps his team stay up to date with all the new features and documentation being built by the combined engineering team.

Improving Customer Response and Scaling the Organization for Growth

Infinera first configured Ascendo with one product line and had their experienced team use the product for solving customer issues. Tim Stafford, Senior Manager of Technical Support Operations, had some of his best support experts use Ascendo to solve incoming customer problems.

“We used Ascendo to start solving customer problems. With Ascendo, we found solutions quickly. Instead of us looking into each of our data sources such as engineering bug database, release notes, previous tech notes, or bulletin, Ascendo gave us a prediction on the problem and the possible solution to the problem. We see savings of at least 2 to 4 hours for each incident solved by experts.”

Ascendo Team Responsiveness

In addition to the core functionality of Ascendo, their team was open to receiving feedback and implementing our requests.

“Ascendo team took the time to listen to our feedback and rapidly implemented back into the product. The responsiveness was one of the reasons for picking Ascendo and they more than delighted us with their approach to implementing suggestions rapidly into the product. Their deep experience in Support shows in their product functionality.”

Looking Forward to Scaling with Ascendo

Ascendo will continue to be a crucial tool for increasing our team’s productivity and responsiveness to our customer requests. Alex says

“Ascendo has been a foundational part of our software stack,”. “They are helping us to bring the new team members on the new product lines as we fully integrate all the support members”

Ascendo.ai
228 Hamilton Avenue, Floor 3,
Palo Alto, CA 94301
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