How to Troubleshoot Apps for the Modern Connected Worker
FlexNet Connect Tumbleweed Success Story
1. Success Story:
Tumbleweed
“FlexNet Connect provides us with a faster, more
Customer Profile: proactive way to distribute updates, while still
Tumbleweed is a leading provider of mission-critical Internet communications meeting the needs of our customers, resulting in
software products for enterprise and government. Focusing on secure content
huge time savings for everyone involved.”
delivery, Tumbleweed has products for email security, secure transport, and
validation authority.
Anni Curry
Challenge Senior Support Engineer
Tumbleweed
• Manage up to six updates per month to over 600 global customers within
and across product lines
• Required automated and efficient system to deal with complex product
update process
Benefits
• Tumbleweed lowered customer support call volume and improved customer
satisfaction by offering a streamlined embedded process
Solution
• FlexNet Connect integrated with InstallShield to author, distribute, and
update their software cost-effectively and reliably
versions on multiple operating systems. increase customer satisfaction. With FlexNet
This has made the update process fairly Connect, Tumbleweed can easily author
complex. In order to ensure success and and distribute reliable updates in a cost-
About Tumbleweed avoid crashing mission-critical customer effective manner.
Tumbleweed is a leading provider of mission- systems, Tumbleweed’s update process
critical Internet communications software required customers to call or e-mail “It was simple to integrate FlexNet Connect
products for enterprise and government. Tumbleweed to obtain downloads, and into our product installation,” said Satish
By making Internet communications secure, resulted in a large number of incoming calls Kumar, Software Development Manager
reliable and automated, Tumbleweed’s email and support requests. The company wanted for Tumbleweed. “It’s very easy to use,
firewall, secure file transfer, secure email, and to move to an automated solution that and allows us to quickly author and
identity validation solutions help customers would require less customer effort and lower distribute critical patches and other
significantly reduce the cost of doing incoming call volume. updates to our customers.”
business. Tumbleweed products are used by
millions of end-users and tens of thousands of “Before moving to FlexNet Connect, our FlexNet Connect allows Tumbleweed to
corporations. Tumbleweed Communications customers had to proactively contact us to automatically notify their customers when
was founded in 1993 and is headquartered request updates,” said Anni Cuny, senior there is an update or patch that needs
in Redwood City, California. support engineer at Tumbleweed. “We to be installed and direct them to the
really needed an update method that would location of the download. Tumbleweed
The Challenge be more convenient for our customers and also uses FlexNet Connect’s InfoMessaging
Tumbleweed issues between one and increase internal efficiency, and FlexNet feature to directly notify their customers
six updates per month for their suite of Connect completely solved this issue.” about new documentation and other
enterprise software products, used by over available information.
600 customers worldwide. Tumbleweed’s In addition, Tumbleweed sought an
e-mail firewall (Tumbleweed MMS™), update method that would integrate “Our customers run our software on servers
Dynamic Anti-Spam Service, and secure with their existing installation authoring in busy enterprises and therefore need to
e-mail (Tumbleweed IME™) products provide solution, allowing them to easily create control how and when updates happen.
mission-critical Internet communications and distribute updates. FlexNet Connect provides us with a faster,
solutions, and it is critical that customers more proactive way to distribute updates,
implement upgrades and patches as soon as The Flexera Software Solution while still meeting the needs of our
they are available. Tumbleweed’s products Tumbleweed chose FlexNet Connect because customers, resulting in huge time savings
have multiple integration points with each of its tight integration with the InstallShield for everyone involved,” said Cuny.
other, and the company has typically installation-authoring tool used in house,
supported multiple product and patch and its ability to reduce support costs and
