Evolving a Worldwide Customer Operations Center Using Atlassian
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The document discusses the evolution of a worldwide customer operations center at National Instruments, highlighting challenges faced in supporting $1.3 billion in revenue and managing data for over 35,000 customers. It outlines the integration of Atlassian tools to streamline operations and enhance service delivery. Moving forward, the focus will be on data sustainability and scaling service delivery amidst growing data demands.
Evolving a Worldwide Customer Operations Center Using Atlassian
- 1. Evolving a Worldwide Customer Operations Center with Atlassian N O R B E R T K U J B U S | I T M A N A G E R | N A T I O N A L I N S T R U M E N T S | W W W . N I . C O M
- 2. Agenda The Environment The Business Needs Challenges The Solution Our Evolution Look ahead
- 4. The World of Converged Devices More capability defined in software Functions change rapidly Increasingly complex to design and test
- 6. NI SERVICES AND SUPPORT NI MODULAR HARDWARE ONE-PLATFORM APPROACH Support 700+ Field Engineers 700+ Support Engineers 50+ Worldwide Offices Open Connectivity 10,000+ Instrument and Device Drivers 1,000+ Sensor and Motor Drivers Add-Ons 400+ Software Add-Ons 5M+ Tools Network Downloads Community 300,000+ Online Members 450+ User Groups 9,000+ Code Examples Partners 1,000+ Alliance Partners Industry-Leading Technology Partners Academia 8,000+ Classrooms Worldwide THIRD-PARTYSOFTWARE THIRD-PARTYHARDWARE NI PRODUCTIVE DEVELOPMENT SOFTWARE NIECOSYSTEM NIECOSYSTEM
- 7. The NI Platform Modular Hardware PXI, CompactRIO Ecosystem Community, Partners Productive Software LabView, TestStand
- 8. Flexible Software Protects Your Investments Multisim LabWindows™/CVI Measurement Studio Third-Party Software TestStand DIAdem NI InsightCM™ EnterpriseVeriStand LabVIEW ThemarkLabWindowsisusedunderalicensefromMicrosoftCorporation.WindowsisaregisteredtrademarkofMicrosoftCorporationintheUnitedStatesandothercountries.
- 9. Real-Time Measurements With Timing and Synchronization Measurement Acceleration With User-Programmable FPGAs Reduced Size, Power, and Weight With Form Factor Variants Increased Measurement Range With Latest ADC/DAC ADC Complete I/O Coverage With More Than 600 Modules Software Extensibility With Apps, IP, and Toolkits Parallel Measurement Execution With Latest Multicore Processors Highest Data Throughput With PCI Express Modular Hardware Allows You to Customize
- 10. 2 Manufacturing sites 4 HUBS 50 sales offices NI Costa Rica
- 12. The role of Customer Operations Support $1.3B Revenue Quotes, orders, pricing, discount, maintain customer data, Worldwide service in three regions, in many languages, in many different culture Support thousands of Customers 200+ business processes
- 13. The role of Customer Operations Support $1.3B Revenue Quotes, orders, pricing, discount, maintain customer data Worldwide service in three regions, in many languages, in many different culture Support thousands of Customers 200+ business processes
- 14. The role of Customer Operations Support $1.3B Revenue Quotes, orders, pricing, discount, maintain customer data, Worldwide service in three regions, in many languages, in many different cultures Support thousands of Customers 200+ business processes
- 15. Operations Data Challenges in Customer Operations Center
- 18. 50+ Countries
- 19. 500+ Agents and 250+ collaborators worldwide
- 20. 25 Languages
- 21. 24 Hours a day
- 22. Data Challenges
- 23. 3,500 Incoming emails every day worldwide
- 25. THE PROBLEM STATEMENT Email is our main sales operations channel
- 26. The Solution
- 28. Our Evolution
- 29. OVERVIEW OF WORLDWIDE ADOPTION JIRA selected Americas 80 agents Europe +250 agents Europe + +50 agents Asia +50 agents 2010 2011 2013 2014 2016
- 30. Working from Shared Inboxes Evolving Process Software Hardware Atlassian
- 33. Evolving Process Software Hardware Atlassian Started with JIRA 4.2 Annual upgrades Data Center
- 35. Evolving Process Software Hardware Atlassian JIRA 4.0 Upgrades JIRA Service Desk Data Center
- 37. Evolving Process Software Hardware Atlassian Sizing the HW Single server Multiple servers
- 41. Evolving Process Software Hardware Atlassian The company has evolved Great product strategy Great enterprise offering
- 42. Performance Tuning Java GC I/O Database Archive data <pool-test-on-borrow><read/write speed><-XX:+UseG1GC> <2M issues
- 44. TodayBack in 2010 Today
- 45. Look ahead Now our challenges are data and sustainability
- 46. Scale service delivery with Data Center GROWING DATA & FUNCTIONS
- 47. Growing data & scaling
- 48. Prevent service outages with Data Center MAINTENANCE
- 49. Tracking is the main purpose. INTEGRATION
- 51. Thank you! N O R B E R T K U J B U S | I T M A N A G E R | N A T I O N A L I N S T R U M E N T S | W W W . N I . C O M