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It takes months to find a customer…seconds to lose one.


-Vince Lombardi

Customer satisfaction has been a long-time passion of mine. With over 25 years of experience in support, I’m pretty well-tuned to the various support models that tech company’s employ. Regardless of the customer, industry, model, or execution, my number one goal has always been to efficiently elate the customer.

What does that mean? Whether I’m working with a new customer or a seasoned one, it is important to make and keep the customer happy and the only way to ensure the long-term success of both parties involved is to make that customer as successful as possible. While I have always had the benefit of having stellar support teams and infrastructure, joining Nebulon marks the first time I’ve been able to leverage the company’s solution, smartInfrastructure, as an integral component in the support process.

smartInfrastructure is server-embedded, infrastructure software delivered as-a-service, which offers the benefits of the public cloud on-premises, from core to edge for any application—containerized, virtualized or bare-metal. The smartInfrastructure solution is made up of a PCIe-based endpoint called the Nebulon Services Processing Unit (SPU) and a cloud-based control plane, nebulon ON. Nebulon ON provides AI-assisted, cloud-based administration and is the key to our support model and efficiently elating our customers. Let’s take a closer look at how.


Nebulon’s Support Vision: The Six P’s of Customer Satisfaction

The first and most efficient way to elate our customers is to find and address an issue before the customer is even aware of it. Nebulon ON will detect an issue using system telemetry, take corrective measures, and then notify customers that they had an issue, describe the issue and that it was fixed. I can tell you from my many years in support, the ability to predict and address an issue before the customer is aware is priceless.

The second way to elate our customers is through predictive support. From speaking with customers in my previous roles, having to provide a test case or relying on remote support is painful. Nebulon ON will detect anomalies that are precursors to an eventual issue and provide an alert to our customers along with a checklist of steps to prevent or remedy the issue.

The third way to elate our customers is through proactive support. There is nothing more a customer despises than having to wait on hold or receive an email response for an issue they are facing. For that reason, Nebulon ON will detect problems and alert our customers and support teams when there is an issue through the channel the customer has chosen to receive notifications. We provide the customer options for how they want to be notified – email, and a variety of other integrations for existing case management solutions and notification services. The customer will then have the choice of working through their issue via our Nebulon ON user interface, or directly with their chosen server vendor. The Nebulon support team will be at their side every step of the way to ensure we elate our customers.

How personalized will our Nebulon ON cloud be?  It will know your environment and it will know when there is an update or patch needed. Also, based on previous interactions, it will provide pertinent information and recommendations. This includes detecting issues that are non-Nebulon issues and providing customers a proactive alert and suggested remedies.

Customers have told me time and time again that having to answer repeat questions greatly weakens their support experience.  Our goal is that an issue is detected only once. Nebulon will fix the issue or create the needed content and automate Nebulon ON such that the issue is predictively or proactively remedied and available across the entire customer base.

Preferred Channel
Best of all, we deliver the 5 P’s above by working closely with your server vendor of choice who will have Nebulon ON and our Customer Satisfaction team working cohesively with them to ensure easy, effective and personalized support. Customers will have access to support when they want it, the way they want it and where they want it – portal, chat, social, email, 24×7, etc. Our multi-channel support and self-help will feature the best of quality and efficiency.

Ultimately, at Nebulon we have two fundamental goals when it comes to efficiently elating our customers: delivering the best customer experience and actively ensuring our customers meet their desired outcomes. Joining a company which helps us do this by integrating the level 1 and level 2 support directly into the product is unheard of in the industry. I’m eager to experience first-hand how Nebulon ON will help us efficiently elate our customers and help us focus our efforts on meeting that end.

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Frank Lucero

VP of Customer Satisfaction

Previously VP of Support Services & Infrastructure at Lynx Software Technologies, then Managing Dir of Support Services at SW Spectrum