ESP Workload Automation Intelligence

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Customer Engagement: You Share, CA Listens and Delivers

By Nicole Fagen posted Feb 18, 2017 10:29 PM

  

Dear CA Workload Automation Customers,

 

I'd like to start by saying thank you for engaging with us and sharing your insights.  We value your feedback.  At CA, we believe it is mission critical for all team members engage with customers and we leverage every opportunity to make the connections happen.  This month the teams completed the reviews of the Net Promoter Score survey, NPS, and Customer Satisfaction surveys, CSAT.  CSAT surveys follow the closure of support cases and are specific to the case referenced in the survey.  The NPS survey is an annual and applies to the overall experience with the product and CA team.  CA initiated NPS surveys for CA Workload Automation AE and CA Workload Automation CA7 in 2016. 

 

CA Workload Automation AE continued to improve for the third year in a row.  The team followed up personally with the 193 customers who provided their contact information within the NPS survey.  We attribute the increase to listening to customers.  For example, three years ago CA put an extreme focus on quality with focal efforts such as Running Like a Customer and improvements in automated test coverage.  During the Running Like a Customer initiative, CA brought in the workloads of 3 large customers to run in the CA lab 24x7 to minimize the likelihood of a defect “escaping” our lab.  The effort has paid dividends.  The focus continues today and continues to show positive results per customer feedback.  Responders highlighted the flexibility and stability of CA Workload Automation AE.  Our best opportunities to improve are to make documentation easier to find, as well as, to continue to focus on ease of install and upgrade.  We are listening and the team has put a plan in place to continue on both efforts.     

 

CA Workload Automation CA7 NPS improved for the third year in a row too!  Responders highlighted CA7’s stability and the improvements to ease the 11.3 to 12.0 upgrade process.  Consistent with our conversations with most customers, responders highlighted the sensitivity to the rolling four hour average and desire to leverage zIIP processors.  Hence, the CA7 team will continue their focal effort to offload work to zIIPs.

 

The insights obtained from NPS and CSAT surveys were combined with customer feedback from sprint reviews, executive briefings, hosting customers to work from CA for a day, shadowing customers, conferences, CA communities and product advisory councils to identify the top needs for customers and help set our strategy going forward.

 

CA Workload Automation teams thrive on direct customer engagement.  At all levels, we observe an increase in passion to excel, speed of execution and pride in the outcome when we have close customer engagement.  To keep our close relationship with you, we encourage you to join CA sprint reviews to partner directly with the CA team on new development.  Please visit validate.ca.com to sign up today.  If you would like to connect directly with the CA team to discuss the needs of your enterprise, please contact your CA account team and we will gladly work with you to create an event to meet your needs.    

 

On behalf of the entire CA Workload Automation team, thank you for your business and continued partnership.    

 

Best,

 

Nicole M. Fagen

Sr. Director, Product Management

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