通过数字化转型提升客户体验

VMware, Inc.

VMware, Inc.是一家美国云计算和虚拟化技术公司，总部位于加利福尼亚州帕洛阿尔托。 VMware 是第一家实现 x86 架构虚拟化的商业成功公司

VMware 正在经历重大的数字化转型，以支持其业务模式从永久许可软件向订阅和软件即服务 (SaaS) 的转变。为了实现这一转变，VMware IT 团队必须在加快时间框架内提供新功能，同时提高性能、弹性和用户体验。

现代化的应用程序之一是 VMware Customer Connect™（以前称为 My VMware®），这是一个自助服务门户，每月有数百万用户访问该门户以评估产品、下载软件二进制文件、管理软件许可证、请求支持和进行帐户管理.自十年前推出以来，该门户网站的流量呈指数级增长。

结果，该平台遇到了可扩展性和性能问题，导致中断和延迟。

为确保能够快速交付功能以满足业务需求，VMware IT 对多个任务关键型应用程序进行了现代化改造，解决了 VMware 自己的客户面临的许多相同的复杂转型问题。

VMware IT 的架构团队正在评估 VMware Tanzu™，这是一套用于构建和运行现代应用程序的产品和解决方案。它使开发人员能够更快地将现代应用程序部署到稳定、可扩展的运行时环境中，并帮助运营团队更有效地处理与设计、日志聚合和配置监控相关的变更请求。

• The modernization of VMware Customer Connect led to significant improvements in its performance, availability, and usability. Customers quickly noticed these improvements, with some large telecommunications customers applauding the innovation and comprehensive approach to rectify issues and drive long-term value, increased responsiveness, and easy-to-use interface. The new platform streamlined developer workflows, increasing productivity by about 25 percent. The team also spent less time on general platform maintenance, saving about 1,000 person-hours per year. The overall customer experience became smoother, with a clean, modern design to the portal. Customers also noticed that the portal was faster as they browsed from one page to another, viewed documents, and downloaded software. The modernized capabilities put VMware on the front foot when it comes to the future, with the growing use of artificial intelligence and machine learning in cloud native environments.

• 40% improvement in cloud service response time.
• 25% increase in developer productivity.
• 25% decrease in annual license costs.