Virtustream, a division of Dell and a provider of cloud computing resources and management, came to us to improve the customer experience of the Virtustream Enterprise Cloud (VEC) white-glove service. We collaborated with internal stakeholders through interviews and a guided workshop to capture the current customer journey and develop an ideal vision for improving this experience and the Virtustream Enterprise Cloud business.
While Virtustream had been very strategic with their VEC service from a business standpoint, little was known about how their process flows as a whole and how their customers feel throughout the lifecycle of the service. The customer’s end-to-end journey spans initial purchase, onboarding, provisioning the cloud environment, ongoing usage, and yearly renewal involving many steps and touchpoints from various Virtustream teams. We needed to develop the ideal solution that would leave their customers feeling empowered and taken care of rather than lost in the process and confused.