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Juniper takes customer service to the next level with GSA 7.0

Posted by Brian Kissel, Business CIO, Juniper Networks

Editors note:Today’s guest blogger is Brian Kissel, Business CIO of Juniper Networks, a global producer of digital network solutions and services. Brian’s team is leading a project to improve the findability of useful information for employees across the company, using the Google Search Appliance 7.0.

At Juniper, our ability to manage and access knowledge directly impacts our ability to innovate and deliver value to our customers. However, as at most enterprises, this “corporate knowledge” is contained in various places across the company.

For instance, in a single customer support call, our team might need to consult and filter through more than four different applications to see if similar issues had been solved before, or look for an existing fix. Doing this one by one using the default search tool within these systems was a real time-waster. It also meant we could overlook some of the information needed to make better decisions. And in the meantime, our customer is waiting!

To solve this problem, we recently started using the Google Search Appliance (GSA) across these systems. With the GSA, it was pretty straightforward to provide a single, unified search box, similar to a “Google.com for our business.” As with Google.com, we no longer have to ask the question of “which site might have this,” or correlate different ideas from different systems. Google made it possible to connect to our various sources, all while preserving the end-user security we apply to our different content.

Using GSA means one source of truth, delivering highly relevant search results. With our previous solution, employees wouldn’t find what they were looking for, or would have to look through multiple pages before finding it. With the GSA, people find what they are looking for on the first page without having to click back.

This has reduced turnaround time in solving customer problems and improved the level of our service. This saves direct costs, but, more importantly, leads to happier customers. For engineering, it means faster access to relevant information such as technical specification documents, product plans, and customer cases, which helps them design and build innovative products and solutions, better and faster.

Compared to traditional enterprise search solutions, GSA requires less human intervention for configuration, management and optimization, and we estimate that our labor costs have been reduced by approximately 25% as a result. Overall, by deploying Google Search internally, not only have we seen a tremendous boost in employee productivity, but we’ve managed to delight our employees by delivering a search experience that they are familiar with in their personal lives and also scales to the Enterprise.

Faeit 212 BlogExchange: Blogs From Around the World

I missed last weeks BlogExchange, and I just refuse to let life get in the way of missing another. So here is this weeks edition of Blogs from Around the World.

So what is the Blog Exchange? It is basically an exchange of blogs on each others blog rolls. Its that simple. The search engine beneath the blog roll is also set so that readers may do a search on all the blogs on the exchange for whatever it is that they are interested in. So if your blog is being added, Mondays is when I spotlight each new blog to the exchange. The purpose of the Faeit 212 BlogExchange is to generate traffic and ideas to the wider community of Warhammer related blogs around the world.
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Games Workshop's Customer Service

When it comes to customer service from Games Workshop, I have always received second to none great service. It just happens that a Warpsmith (chaos space marine) a good friend of mine received, had some issues, primarily with the power axe the model comes with. The model itself was fine and usable, but the axe was literally missing a large chunk of the handle beneath its hands.
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Surprise: Wall of Martyrs Fortification and More Dark Angel Rumors

It looks like the Wall of Martyrs will indeed get at least part of its terrain with rules, or perhaps they will also sell the bunker part separately. This rumor set includes a "Battle Bunker" as a fortification listing. Of course this is still a rumor.

Dark Angels heavy support is listed here as well as a dedicated transport list.
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Presence of Faeit: Buried With No Escape

This week has been a rough on my end, but loaded with lots of rumors regarding everything from Dark Angels to Orks. Normally I do not discuss personal events, and I will not go into detail here, but this week truly sucked ass.

Presence of Faeit is my weekly editorial. I generally report during the week what is going on, and today is my day to comment on what exactly it is that I am thinking of.
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Maelstrom Games Goes Under: Official

Maelstrom Games is no more. It seems that their debt was bought by Wayland Games Ltd, and later the debt was called. Regardless of how that looks (ruthless at first), please read the following letter that details out what happened from Wayland Games Ltd. I have provided a link to the official letter as well.
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