website: http://www.riverbed.com
stock symbol: RVBD

Project: Customer Support Site

DoubleSharp’s initial engagement at Riverbed, Inc. was to work directly with the Support Department to redesign and overhaul the Customer Support Site to improve performance and provide additional self-service functionality to the customer, ultimately reducing the number of support calls the call center was handling. Using a Struts MVC framework, the site was successfully deployed on Tomcat accessing a MySQL database as well as Salesforce.com as both a datasource as well as a workflow engine. As the site was released, customer satisfaction improved in monthly polls, and overall customer support calls were reduced even more greatly than expected.

Project: Service Center Portal

After the successful release of the Customer Support Site, the common codebase was leveraged to develop a serial number generation and license key application to be used by a multitude of departments and partners: engineering, manufacturing, sales operations, support, as well as others. This application used both Windows Active Directory as well as Salesforce.com as an authentication source, and provided a custom built framework for permissioning and authorization.