Feedback matters

Product simplicity and reliable support are crucial for businesses who use IBM technology. Feedback from QRadar revealed that IBM needed to dig in on timely problem resolution and product ease-of-use. Users specifically cited "slow and clunky design" as a pain point, along with "long support wait times, sometimes up to weeks."

Taking action

It started with teamwork. IBM deployed a cross-functional assembly to tackle pain points across the entire user journey. Together, IBMers from Design, Development, Offering Management, Sales, Marketing and Support took drastic steps to improve user experience, enhance user education and streamline technical support.

Onward, together

Feedback indicates that clients are feeling empowered by a more seamless experience. Support ticket response time was substantially reduced, and many clients are now endorsing the product in the wake of these profound improvements.

Support ticket response time has been substantially reduced.

Enterprise Security Specialist