Each day hundreds of millions of people use social networks, staying on top of the latest news from families, friends, and businesses. What if your devices could share status updates with you—just like your friends? What if those updates could be part of the social news feeds you’re already using, like Facebook or Twitter? It may sound like something from a futuristic movie, but at Enterasys Networks, it’s happening now.
Thanks to Enterasys’ ground-breaking network management technology—called issac—Enterasys routers can post alerts to social networks, just like people. They can tell you—via Facebook—when everything’s fine, or tweet when experiencing unusually heavy traffic. Admins can use these same networks—or Salesforce Chatter—to reboot a server in a location hundreds of miles away. According to Vala Afshar, Chief Customer Officer, “When users can communicate with their devices via the public and private social networks that they already use, productivity skyrockets.”
Enterasys was early to embrace social networking and has now transformed into a socially connected business. Employees in the sales, service, and product development teams collaborate in an enterprise social network and solve customer issues quickly. “Transforming into a socially connected enterprise has fueled our growth, allowing us to be more agile and deliver the level of engagement that our customers expect in today’s market,” says Afshar.
Becoming more social has enabled Enterasys to deliver more comprehensive customer service. The company’s customers rave about its support—contributing to a high Net Promoter Score of 81. Enterasys credits their enthusiasm to an in-house support center staffed by product experts and to using Salesforce for customer relationship management. Afshar explains, “We’ve partnered with salesforce.com to develop customer and product social networks that have re-defined our product development process and the customer experience we deliver.”