expect more value. get more value

Copyright 2014 Riverbed Inc. Confidential.1

Riverbed Professional Services10/14/2014

Expect More Value. Get More Value.Technical Account Manager Service

Copyright 2014 Riverbed Inc. Confidential.2 Copyright 2014 Riverbed Inc. Confidential.2

We need a go-to point of contact at Riverbed who can help us resolve technical issues faster AND ensure our business objectives are being met with Riverbed solutions.

Situational Analysis: Does this apply to your organization?


We’re sure our Riverbed solutions are performing as expected. We just don’t know how to capture and communicate the full business value we’re experiencing as a result of our investments.



We’re evaluating additional products from the Riverbed Application Performance Platform. But to help build our business case, we need to get more value from what we currently own. How can we improve adoption and performance?



We need to be sure our Riverbed solutions continue to perform as our infrastructure changes. We also need to know how our current technology investments can help us prepare for future IT projects.



It’s All About Getting More Value

A Designated Point of Contact

Help Capturing and Articulating ROI

To Enhance Solution Adoption

To Discover New Solution Use Cases

Timely resolution of support issues and quick access to more Riverbed resources

Confidence that business objectives are being achieved

Faster ROI and improved performance for critical business apps and services

Maximum utilization and value of Riverbed solutions already in use

You Need: Which Provides: Value Added?


Expect More Value

Get more value – immediately and consistently – with the Technical Account Manager

Service.


Riverbed Technical Account ManagerIn conjunction with the Riverbed sales team, the Technical Account Manager (TAM) Service provides a dedicated advisor who partners with you for the strategic development and evolution of your Riverbed solutions portfolio. Designated advocate

inside your organization and at Riverbed to accelerate progress, improve visibility, and sustain success

Ensures you get maximum value from the entire Riverbed platform by focusing on solution adoption and utilization

Addresses continuous improvement opportunities across your IT operations and business processes

SteelHead™SteelApp™ SteelFusion™

SteelCentral™

SteelScript™

SteelStore™

PROFESSIONALSERVICES


TAM

Knowledge

and Experienc

e

TAM Overview

Designated point of contact into Riverbed for all business and technical matters

CustomerRequirementsEnhancements

ChallengesTimelines & Milestones

ProjectsSuccesses

RiverbedProject

ManagementEngineering

Technical SupportPartner Ecosystem

Subject Matter Experts


Fast-track Results

• Get the product capabilities you need – delivered the right way, at the right time

• Resolve technical issues quicker with a designated point of contact

Why Use the TAM Service?

EnhanceAdoption

• Expand your organization’s knowledge and utilization of key product features

ImprovePerformance

• Continuously evaluate the effectiveness of Riverbed solutions in meeting your business objectives

Business Alignment

• Align Riverbed technology investments to effectively meet future business demands

Flexible Models

• Low-cost, flexible engagement models that range from a one-day-per-week TAM to a full-time resource to meet unique requirements


TAM Service Activities

TAMSERVICE

ACTIVITIES

CustomerAdvocacy

Monitoring &Analytics

OperationalAdoption

Strategy &Evolution


Technical Account Manager:Activities and Deliverables

Activity Description

Customer Advocacy

• Designated point of contact into Riverbed for all business and technical matters

• Meet with stakeholders to understand challenges for business units and application owners

• Facilitate planning and status meetings with IT staff and executive management

• Create, distribute, and present progress and executive summary reports

• Provide architecture, methodology, and support documentation• Assure ongoing enablement and education through various types of

knowledge transfer sessions• Ensure support cases are receiving appropriate visibility and

escalation

Operational Adoption

• Assess effectiveness of current Riverbed deployment • Assess needs for expanded training, professional services, and

support• Evaluate organizational resource, sizing, and capacity demands• Develop actionable strategies and a roadmap for ongoing success

with Riverbed solutions


Technical Account Manager:Activities and Deliverables

Activity Description

Monitoring and Analytics

• Address enterprise-wide dashboard, reporting, and alerting needs• Ensure reports and analytics are properly interpreted to support

improvement recommendations• Track progress against business and performance objectives• Provide self-service portal and dashboard visibility into support metrics

Strategy and Evolution

• Identify future-state technology, as well as business and process integration gaps

• Coordinate applicable roadmap discussions with Riverbed Product Management

• Develop financial modeling to evaluate and justify new IT investments• Develop staff and operating plans to effectively meet future demands• Plan and track migrations of and/or upgrades to Riverbed technologies


TAM Service Delivery Lifecycle

Monitoring & Analytics Strategy & EvolutionOperational AdoptionLEGEND Customer Advocacy

En

ga

ge

me

nt

Lif

ec

yc

le

Q1 (Months 1-3) Q2 (Months 4-6) Q3 (Months 7-9) Q4 (Months 10-12)

TAM Kickoff

Meeting

TAM Assessment

Report

TAM Business Review

Health Check

Prescriptive

Roadmap

Discovery Phase Advisory Phase

CSAT Surveys CSAT SurveysCSAT Surveys

Support Case Visibility and Escalation

Actionable Strategies Roadmap

On

-De

ma

nd

Ac

tiv

itie

s Facilitation of planning and

status meetings

Progress reports and executive

summary reports

Architecture, methodology and

support documents

Support case visibility and

escalation

Best practices, education and

training

Riverbed product effectiveness assessment

Organizational resource, sizing

and capacity demands

Actionable strategies and roadmap for

ongoing success

Enterprise-wide dashboard,

reporting, alerting

Interpretation of reports and

analytics

Future-state technology,

business and process gaps

Roadmap discussions with RVBD Product

Mgmt

Financial modeling of new IT

investments

Planning/execution of migrations

and/or upgrades

Staff and operating plans to meet

future demands

TAM Business Review

TAM Business Review


Complements Other Riverbed Offerings for Higher Solution ROIRole Description Key Difference

Technical Account Manager

• Riverbed solution adoption and management• Business objective performance score carding, analysis, and

optimization• Proactive advice, knowledge, and best practice sharing

• Account and business objective focused

• Business experience• On-site and remote

Technical Resident

• Hands-on, technology-specific administration• Dedicated delivery, monitoring, and troubleshooting of

performance on specific Riverbed solutions• Deliverables are project based

• Technology specific• Hands on keyboard• Full time and dedicated• On-site or remote

Riverbed Advanced Support

• Daily remote incident, problem, and support case management

• Immediate visibility to and fastest resolution of priority cases• Dedicated TAC offering


TAM Case Study

Customer Background

Challenges

• Determining if current infrastructure could support upcoming IT initiatives

• Improving the use and performance of its Riverbed

solutions portfolio

• Company Description: Global designer and manufacturer of sports apparel and accessories

• Riverbed Solutions In Use: Riverbed SteelHead™ appliances and Riverbed SteelCentral™ for Network Performance Management

Proposed Solution

• Initial 6-month TAM engagement to help client stabilize its IT environment and discover new use cases for Riverbed solutions


TAM Case Study

TAM Objectives

• Complete a Riverbed product lifecycle study to assess current performance and create an improvement plan

• Conduct informal knowledge transfer with client’s technical staff

• Assess client’s current infrastructure to see how Riverbed can support upcoming IT projects

• Help Riverbed sales teams focus on improving customer satisfaction

• Client satisfaction has steadily increased as a result of the initial six-month TAM engagement

• Client has already agreed to renew its TAM engagement

Value Achieved

Additional Notes

• Support cases are addressed in a more timely manner• Discovered untapped product use cases and underutilized

features• Knowledge transfer enhanced client’s utilization of Riverbed

products• Infrastructure assessment helped client validate short-term

initiatives and showcased how Riverbed products will enable those projects


Three Key TAM Service Takeaways

1. Get the full value from your Riverbed investment

2. Future-proof your investments against IT change and uncertainty

3. Flexible, low-cost engagement models to support unique requirements and environments


For More Information

Technical Account Manager Service:

www.riverbed.com/about/document-repository/technical-account-manager-brochure.html

Riverbed Professional Services:

http://www.riverbed.com/services-training/


Thank You


expect more value. get more value

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