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“This is revolutionizing our users’ ability to do their jobs with speed and ease”

Dan Kortenhoeven Senior Systems Engineer, HPE
Hewlett Packard Enterprise powers an intelligent data lake with Scality

Customer Support Team Accelerates Support Ticket Resolution and Predictive Analytics

Hewlett Packard Enterprise (HPE) wanted to improve its customer support experience with faster response times. To troubleshoot and resolve technical issues, the HPE support team accesses petabytes of telemetry data collected from tens of thousands of HPE storage systems installed at customer sites around the world.

“If a customer is in the middle of an outage, speed matters.
You need that data and you need it now.”

Dan Kortenhoeven Senior Systems Engineer, HPE

The Challenge: Old System. Too Much Data. Too Much Time.

The traditional file-based storage system managing the petabytes of incoming data was antiquated and complex. To pinpoint the exact data that would solve a particular problem, customer support reps had to wade through mountains of information. It was simply becoming impossible to keep response times high.

The Solution: An Intelligent Data Lake

Scality helped HPE transform customer support using object data storage as the foundation for an intelligent data lake. Built on HPE Apollo 4000 systems and Scality RING with Extended Data Management (XDM), the solution accelerates and enriches system fault analysis and resolution to elevate the customer experience.

The RING’s S3 compatibility also gives the engineering team a cloud-like experience. Advanced, intelligent toolsets enrich telemetry data as it’s ingested by adding keywords and phrases to the metadata. This makes it possible for customer support analysts to find the data they need in just one click.

The result is a new intelligent data lake that gives customer support engineers the ability to query data in less than 2 seconds. They now experience:

  • Up to 1,000x faster query response times across billions of files
  • 52% increase on a data ingestion rate of 4–5 terabytes of data per day
  • Predictive analytics increases issue identification before customers even initiate the first contact with HPE
  • Easy, one-click access to complete data sets without complex query writing

“With the HPE Apollo and Scality RING solution, we are not only realizing time savings for customer support but also discovering new opportunities to innovate.”

Ahmad Kassak Director of Engineering, HPE

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