 Las Vegas, it's theCUBE. Cover, EMC World 2016. Brought to you by EMC. Now, here are your hosts, Stu Miniman and Brian Greisle. Welcome back to Las Vegas here at the Sands Convention Center. This is SiliconANGLE Media's production of theCUBE from EMC World 2016. I'm Stu Miniman joined by Brian Greisle from the Wikibon Annals team. Happy to have on the program two first time guests. We've got Rob Coper, who is the Senior Storage Consultant with OpenLine Consultancy. Rob, welcome to the program. You're welcome. And we also have Mary Kay Costin, who's Senior VP of EMC Customer Service. Mary Kay, thanks for joining us. Hi, thanks for having me. All right, so Mary Kay, I guess you could tell us a little bit about your role and just give us a brief on my service 360 big announcement at the show. Yeah, it's a very exciting announcement. I have responsibility for global customer service at EMC, so I have just the fortune to lead a group of very talented people that really help our customers have a highly available service environment or data center. And so my service 360, which we announced yesterday on the main stage really helps our customers enables them and empowers them to take some of that into their own hands so they can go on EMC online support and go through that portal and get all sorts of rich information about their environment. Okay. And Rob, if you could just give us a little bit of background on your role and what's an open-line consultancy do? Okay, my name is Rob Kooper. I work for a partner called OpenLine and based in the Netherlands. We're primarily, we started as a storage partner and we built the company doing backup as a service as well. My role primarily is storage base. So I grew from Clarion to VNX, so to the Unity maybe. We have Xtreme, we have VMAX, yeah, cool. And Rob, I understand from some of the background you guys leveraged it cloud. What does cloud mean to you? Mean to your customers? How does that fit into the story? We have a few data centers that we offer to customers that don't want the responsibility of maintaining their own data center and we host their environment in our data centers. And we manage that. So it could be from simple compute to compute and storage or just storage, backup, whatever they need. So the Netherlands geographically, not the largest country in the world, but an incredible concentration of technical talent, financial services are there. What are you hearing from your customers these days? What's pushing them? What's driving their business and what's pushing you guys? Innovation, I would say. I want to keep up with the latest technology. Constantly, they're constantly in need of new software which needs faster hardware and yeah, we provide that. So companies are expanding, so we expand for them. The IT infrastructure that is, so yeah. Take the complexity out of their job, let them focus on the business, sorry. Take the complexity out of their job, let them focus on the business. Absolutely, I mean, we do IT for them and let the customers focus on their business and yeah. So Mary Kay, maybe explain how my service 360 supports your partners and anything particular that Rob and his team have been working with you on it. Yeah, we've been working on this for about 18 months and we started talking to a lot of customers. This is really something that we brought to the customers but we were listening to them. They really are, as Rob's saying, challenged in managing not just the complexity but the assets they have in their environment and this particular capability allows them to see all the different EMC assets, what their code levels are, what their contracts are, their service contracts expiring. It enables them to see the open service request and also we've got some health and risk assessments that are part of that so they can try to maybe prioritize, I'm sure, managing change and short maintenance windows is also a challenge so it helps provide some level of assessment for them to manage risk. Great, so Rob, can you tell us what's your experience with the MyService 360? Well, what I particularly like about it is that you can now finally drill down to individual items in, for example, the service request. If I previously got a request so to list the amount of failures that we had in our environment or the amount of time that we had to spend in the data center to host the customer service engineers to do replacements, I had to, well, look up every service request that we had in the past, that could be hundreds and it would take a lot of time to go through all that and with MyService 360, I can now select the side ID or side IDs and have everything on the screen right away. I mean, MyService 360 does that for me now instead that I have to go through all that so it's been amazing. Okay, well, it's great to see excited about it. What does that translate to kind of your business and your users? Well, as I said, previously we had to go through a lot of research or maintain lists of activities that were taking place at our sites and now I don't even have to do that anymore because the data is there. I just click on MyService 360 and see it live so that it saves a lot of time, actually. And in that personalization, you can cluster side IDs together and call it something or you can cluster assets together and call it something so it makes sense to the customer or the partner that's using it. Yeah, well, we live in such a different world now. People are used to sort of self-service, they're used to lots of data, it doesn't overwhelm them anymore. This feels like it's the right time for the way people can interpret things, the way they want to get support, because they may come directly to you, they may come directly to you or they may go out to the internet. Being able to kind of combine all those things feels like the right time to have that tool in place. Yeah, and it's really intuitive, I think, to your point, because people are used to that. The teams that designed it really designed it in a way that people are used to serving themselves. It actually, some of the heads up displays kind of look like things you'd see on your Fitbit app or something like that. So it's very modern looking and very current and again, I think it's a great capability just to help the customer serve themselves. They don't want to talk to people if they don't have to. We'd all rather serve ourselves, I think. Yeah, absolutely. As long as it's low effort. And how do you take the data that comes into the tool, internally from a customer support perspective and try and make feedback to engineering, make the products better, make the overall experience better? Yeah, one of the things that this MyService360 is enabled by this data lake. The data lake, the EMC data lake is made with our own products. It's a secure environment and it has enabled many other things other than MyService360 to your point. We also use the information that is kind of, is collected within that rich set of data to learn about how our products are performing in the field and then talk to our service product leaders, talk to the engineering folks and they make suggestions for improving our products. And it informs the releases and serviceability features based on how we're seeing those products perform. Yeah, no, that's incredibly important. I think more and more the distance between you and your customers getting smaller, they expect you to know about with them and they want you to proactively help them. So that's really important. And that's part of the thinking with MyService360 too is that personalized, proactive, predictive capability that we wanted to provide for our customers. Right, all right. So Mary Kay, can you talk a little bit about the rollout of the solution and where can people learn more about it? So it is available now. If you are a customer that has a maintenance contract or products on warranty and your hardware is connected, that helps for the riches of data is to have your hardware connected through ESRS. You can go onto support.emc.com and you can get to the MyService360 part of that presence, that web presence. If you want to learn more, there's a video, I think, right there on the main page right now. It's about a four minute video that talks about the features and capabilities. Great. So that's the Global Services booth if you're here at EMC World. All right. Rob, can you give us a little bit of a personal viewpoint of your experience here at EMC World? I know they do a lot of things for partners. I heard even Lenny Kravitz was playing for him. So hopefully you got to see some of the stuff and what's your experience been? Well, actually it's always overwhelming to be here. There's a lot of things going on and you can be at seven places at the same time. So I just try to make use of my time as efficiently as possible. So I've been talking to the MyService360 people, of course, give my feedback on what I like and where there are points that need some adjustment or I mean, that's giving feedback. And with all the feedback that they get, they can improve a product. And that's just not just MyService360, but the whole support side. I've been talking to other people. Of course, EMC World, Sessions, the whole Unity product is out there. I've been to a couple of sessions that did a real deep dive on that. And it's always great to improve your mind and especially networking. I mean, I'm seeing people that I haven't seen in a year and I can finally meet up with them and yeah. We friends. Always more activity than you can ever fit in in the week at EMC World. Why just four days? I mean, yeah. Some of us are looking to leave Vegas as soon as possible, but absolutely so good. I just don't think of outside, just think of what's here. You've been outside? Hardly. All right, well, Rob and Mary Kaye, really appreciate you sharing everything that's going on there. We'll be back with lots more coverage here from EMC World 2016. You're watching theCUBE.