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Case Study: Data Domain

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Overview

Data Domain is the leading provider of Capacity Optimized Storage solutions, producing a family of disk-based storage solutions for data backup and recovery.To provide excellent customer support, they employ a number of solutions including those offered by salesforce.com. Data Domain called upon Thuridion to assist them in tying all of these solutions together into a seamless system.

The Challenge

Data Domain's self help solution consisted of two different systems. One provided ticket and support information. The other, based upon salesforce.com's supportforce.com, enabled Data Domain's customers to maintain user account information. Each system had a separate login and separate data source. Data Domain was looking for a way to tie these two systems together, and to do it in a way that didn't inconvenience it's customers.

The Solution

Using the salesforce.com API, Thuridion integrated supportforce.com features into Data Domain's customer support system. Thuridion utilized the sforce.com SOAP interface to create a 'layer' between Data Domain's back office support system and Data Domain's data on supportforce.com. Data between the two sites is periodically synchronized so that it remains consistent. Thuridion also added customs features, including a help ticket generation process that creates and routes help tickets in supportforce.com whenever a Data Domain customer service representative receives a support email.

The Benefits

Now Data Domain customers access all of their support information using a single login. At their fingertips is information about server status, ticket updates, and account information. This improves the customer support levels while reducing the time and cost of providing these services.

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