McAfee Case Study - Service Strategies
McAfee Case Study - Service Strategies
McAfee Case Study - Service Strategies
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Self Healing: <strong>McAfee</strong> Virtual Technician<br />
12<br />
Automatically Solve Issues<br />
• Convenient, automated, selfservice<br />
customer tool to<br />
analyze and resolve the most<br />
commonly known problems<br />
Improve Live <strong>Service</strong>s<br />
• Customer Environment<br />
delivered with <strong>Service</strong><br />
Request to Technician in<br />
Assisted Support<br />
Improve The Product<br />
• Data is fed back to<br />
engineering to ensure top<br />
issues are incorporated into<br />
MVT and ultimately fixed in<br />
the product<br />
MVT resolves 45% of customer issues<br />
without need for more help<br />
4/25/2008
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