Kala Jarugumilli

BEA Systems, Inc., the makers of the WebLogic Server for which this magazine is named, empowers its customers with comprehensive online self-help services. The introduction of BEA's WebLogic Server product into the marketplace produced a dramatic growth in the customer base that resulted in increased demand for customer support. Over the last few years, the explosive growth of WebLogic Server has helped BEA achieve market leadership in the application server space. Sales people are happy, executives are thrilled, and developers beam with pride. But what about technical support? How can any support group possibly support 10,000+ customers with the same focus, technical expertise, and personal touch as it did when there were only 100? Clearly, scaling the number of engineers by two orders of magnitude isn't the answer. Therefore, in order to scale the organization and... (more)