BACKGROUND: Novell, Inc. is the world's leading provider of directory- enabled networking software. Novell solutions give businesses total control of their private networks and the Internet, simplifying the management of user access and identity.


PROBLEM SOLVED: Hundreds of Novell users required self-service, real-time access to customer information stored in multiple enterprise applications. Before implementing BroadQuest's Customer Information Portal, accessing data from multiple sources was nearly impossible which made supporting our customers inefficient and costly. Using BroadQuest, we can now respond to customers quickly with the right information at the right time, improving Novell's service and raising customer satisfaction.

PRODUCT FUNCTIONALITY: BroadQuest provides each Novell user with a personalized customer support dashboard of live enterprise information. Initially, Novell rolled out BroadQuest to 35 service account managers (SAMs) who manage the effectiveness and productivity of more than 1,200 support representatives. BroadQuest gives each SAM personalized, time- based alerts for support cases needing attention. In addition to alerts, managers have personalized reports to analyze employee activities and support issues. These reports provide a complete picture of customer support activity including bug tracking, sales opportunities and problem report status. BroadQuest will be extended to other support department members including service and support engineers in the field, in house and at client sites. More than 400 users in Novell's consulting services will use BroadQuest to access information that formerly was only available through specialized reports and ad hoc requests to DBAs. Empowering these users with self-service information access eliminates information roadblocks and will reduce the workload for DBAs. Hundreds of sales users will use BroadQuest to correlate sales account information with support and contract information. These users will have the ability to monitor current sales in the pipeline, up-sell to existing customers and create service notifications for those accounts.

STRENGTHS: BroadQuest provides us with immediate access to vital customer information. The time saved searching for information allows our users to be more productive. Novell also benefits from reduced training costs due to the intuitive, easy-to- use interface. With no ramp-up time, users can immediately start benefiting from BroadQuest's functionality. BroadQuest also improves ROI on our enterprise applications by extending their value through portal access for our SAMs. By allowing greater access to Novell's enterprise systems and providing custom alerts, Novell employees can focus on being more proactive with customers and distributors and growing relationships through excellent service.

WEAKNESSES: While the product user interface is quite intuitive, there is a learning curve for some of the more advanced features such as setting alert notifications. BroadQuest is continuing to refine aspects of the product, and we fully expect the upcoming dashboard release to resolve these issues.

SELECTION CRITERIA: Novell needed to provide its account managers with access to multiple enterprise applications, and BroadQuest provided an Internet solution that could be implemented rapidly without middleware. BroadQuest provides the only solution that allows users to access live information from a Web-based dashboard. BroadQuest provides this live access to Novell's Vantive, Siebel, Remedy and custom applications with no impact on OLTP operations.

DELIVERABLES: BroadQuest delivers each SAM a tailored customer support dashboard containing live enterprise information. Users also receive custom alerts on support cases that have hit a predefined support response threshold. BroadQuest also offers stored queries, stored subscriptions and packaged reports that span enterprise applications.

VENDOR SUPPORT: BroadQuest offered Novell excellent support throughout the entire deployment. BroadQuest was diligent to ensure the implementation was completely successful and quickly addressed every issue. BroadQuest was also responsive in incorporating Novell-specific requirements in a timely release. They provided high-caliber, on-site consulting, support and training that one would expect of a mature company. BroadQuest's in-depth knowledge of their own product and clear understanding of our goals have forged a business relationship that fulfilled a strategic need at Novell.

DOCUMENTATION: BroadQuest's documentation was complete and easy to read, although it is almost unnecessary because the product is so intuitive.

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