Illumio Blog
July 22, 2015

Character Revealed: How Illumio Supports Its Customers

Jeff Vargas,

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As exciting as it is to be part of a true Silicon Valley start-up, with the palpable excitement and enthusiasm for what we’re doing filling the Illumio halls, it’s not always fun and games. Producing a new way of securing the cloud, creating a revolutionary method of visualizing your network security, and designing and building a new approach for “securing the 80% of your data center and cloud your perimeter missed” is actually very hard work—who knew?

Character Revealed

A truly world-class solution that’s capable of serving and protecting hundreds of thousands of workloads (servers, virtual machines, nearly anything with an operating system) better and easier than your father’s firewalls, IP lists, or anti-virus software, gets built by taking advantage of that palpable excitement and enthusiasm, by leveraging the optimism that permeates this place, and by extracting the wisdom and experience of some of the best technologists I’ve ever worked with…and I’ve worked with some brilliant technologists. It’s a very exciting time at Illumio right now.

How Illumio supports its customers during and after they’ve made the decision to buy is exemplary of its three-dimensional approach to delivering solutions, not just products.

Deciding if any “product” contains the right mix of features and functions is arguably the single most important factor when choosing an enterprise solution. But as many people before me have opined, the product is always more than just the software you install, implement and run—that’s the two dimensional view. Products that adapt to your specific and tailored environments themselves become specific and tailored. Ensuring they continue to address those specific needs, behave as expected, and add value in your ever evolving environment becomes the second (by a fraction) most important aspect of a real solution. 

You know where I’m going with this, don’t you? Support. 

The very nature of product development means that at some point, something will misbehave, hiccup or stick, but it’s how a company responds to those events that reveal its character. How Illumio supports its customers during and after they’ve made the decision to buy is exemplary of its three-dimensional approach to delivering solutions, not just products.  It is the thing that excites and enthuses me about its approach to customer support. It is Illumio’s character, revealed.

Many companies with much greater experience, with many more people, and with much more money have stumbled on this aspect of their offerings. For a company as young as Illumio to invest so early on in capturing and sharing its knowledge and expertise with customers, and to systematically build the capabilities, processes, and content to educate and advise customers is rare in my experience at companies both large and small, newer and venerable.

The very nature of product development means that at some point, something will misbehave, hiccup or stick, but it’s how a company responds to those events that reveal its character.

I’m excited to share, in the weeks and months to come, some specifics on how Illumio Support makes life easier, whether Illumio is part of your technology landscape or if you’re just interested in learning about how a forward-thinking company builds its support capabilities.

And as for not always being fun and games…solving an Illumio customer issue in just the right way, with just the right answer, is a level of satisfaction that makes it all worthwhile. 

Topics: Adaptive Security, Illumio News

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