A New Enterprise Standard for Analytics

Why it pays to be proactive in customer support.

Customer Service

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I’ve worked in the enterprise software market for nearly 20 years and I’ve seen a lot of cool product innovations to go alongside the explosion of mobile and cloud deployment options. However, I think it’s reasonable to say that enterprise software vendors rarely innovate in their customer support services which quite frankly I find a bit odd.

In today’s fast-paced and ever-changing workplace, you can no longer afford to take a reactive approach to doing business.  You want to know what is likely to happen, before it does happen, so you can take proactive action to address it, and the time you have to do this, to make a business decision, is shrinking all the time. 

In our own field of analytics, traditional BI can’t simply keep pace with this change.  Qlik’s unique associative model and our platform approach to visual analytics is all about helping our customers ask what happened, why it happened and what is likely to happen next.  It’s about seeing the whole story, which you can learn more about here.

Driving innovation across the business

So just as our products have uniquely evolved in this direction, it makes perfect sense that the support we provide to our customers does the same.  In my opinion, Qlik has done what no other analytics company has done and has driven its innovation agenda truly across the business.  A bit like a company’s corporate values, this is easy to say, hard to do.  But just as I can say with a high degree of confidence (just after my one year anniversary at Qlik), that this is a company that lives its values, I can now say with equal confidence that innovation applies across our business.  The recent announcement of a move from reactive support to proactive support: moving from customer support that reacts to events after they occur, to a proactive partnership that reduces risks through ensuring that critical events are captured and action is taken, is proof of this.

Introducing Qlik Proactive Support

With reactive support, issues are addressed after they have already occurred.  This not only affects the performance of your Qlik applications, but in some cases, can greatly disrupt your business.  The impact to your budget can also be significant.

Qlik Proactive Support is a new and innovative proactive analysis and support service, utilizing our own unique and powerful engine.  With Qlik Proactive Support, you are able to anticipate issues in your underlying infrastructure or data before they occur, making sure that the performance of the Qlik applications that run on them is optimal, and keeping your business running smoothly.

With Qlik Proactive Support, Qlik is the first and only company in the business intelligence industry to offer a powerful data-driven and proactive monitoring-as-a-service solution for issue prevention and resolution.  We can provide real-time detection of anomalies and live diagnostics, or offline analysis of machine logs. We provide regular health check reports.  And, we use this information to provide proactive support and preventive advice.

Just like the value of our associative model, it should be a no-brainer that proactive support becomes the enterprise standard in the mission critical world of business intelligence, analytics and enterprise software.  Darren Freeman, Director Business Intelligence and Data Warehousing at HealthSouth sums it up nicely…

"Qlik Proactive Support has been very valuable to HealthSouth. It does a good job of alerting us to potential issues before they affect our business. It's also helped reinforce the need for us to upgrade our hardware, by sending us a series of utilization warnings. Qlik's responsiveness to any issues that arise is outstanding and the Support Engineers have been very knowledgeable and helpful."

You can learn more about Qlik’s new support offering here.

Photo credit: Random Retail / Foter / CC BY

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