What role does training play in ensuring the success of a software or hardware vendor? Why should the vendor even pay attention to how their customers acquire the necessary skills to use their solutions? To Commvault, these questions lay the very foundation of how training would help build its success formula. After all, knowledgeable users also translates to satisfied customers, and by extension, a better market for Commvault products and solutions. We speak to Robert Brower, Vice President – Worldwide Customer Support and Training at CommVault Systems, to learn more.
Photo: Robert Brower
What are the various items under CommVault training? How do you ensure the training is effective?
Robert Brower: In the Asia Pacific region, software training programs can vary in cost. Traditionally, an enterprise will commit to the purchase of software, and all the employees who will be using the program will undergo a certification course. At CommVault we believe we have revolutionised software training with our new training system, CommVault Advantage, which comes with an education lifecycle. The program's training elements range from the very basic 'Introduction to Simpana software' eLearning module, to the pursuit of a highly technical Master's program certification, to be launched in 2014.
In CommVault's view, the success of a training program is tied to the time that the training is undertaken. For our customers, the first phase of training starts pre-installation to give our customers a basic understanding of the product, its capabilities and benefits. One week post-installation, customers will cover the core fundamentals of the Simpana software—expanding on their product knowledge via Instructor-led and web-based training. Ninety days post-installation, we encourage our customers to consider the next step in their product education by taking instructor-led 'Disaster Recovery' and 'Implementation and Maintenance' courses to fully understand specific functionalities of the product. These courses are designed to build on the foundation of basic concepts that customers will have learned in previous modules, and in their experience thus far with the product.
In addition, the CommVault Advantage includes advanced web-based courses that focus on specific product capabilities including Specialist Deduplication, Specialist Virtualization and Specialist eDiscovery. Six months after installation, or more, we offer advanced customers in-depth training, as part of the CommVault Masters program, which is intended for advanced technologists who wish to be fluent in CommVault technologies at the largest scale.
So you already have a dedicated team to help customers get trained or are you working with third parties to get it done?
CommVault Advantage is a relatively new program that we are working towards for Singapore and ASEAN, reflecting CommVault's growing commitment to the region. In May 2013, we clearly identified the need for customised, localised training in the region. In the May to June timeframe, we shortlisted dedicated software education partners with a focus on avoiding any channel conflict. The assessment of these organisations, and the final designation of a target partner, took place during early July.
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