how to streamline your experience with esri technical support
DESCRIPTION
July 12, 2011 (2:00PM to 2:45PM). How to Streamline your experience with Esri Technical Support. Pete Hollis & Michael Montemayor. I need help. What do I do?. TBD. Houston, we have a problem!. Where do I start? www.esri.com. Esri Support Web Site. Self Help. - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/1.jpg)
Esri International User Conference | San Diego, CA
Demo Theater |
How to Streamline your experience with Esri Technical Support
Pete Hollis & Michael Montemayor
July 12, 2011 (2:00PM to 2:45PM)
![Page 2: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/2.jpg)
I need help. What do I do?
TBD
![Page 3: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/3.jpg)
Houston, we have a problem!
![Page 5: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/5.jpg)
Esri Support Web Site
Self Help
![Page 6: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/6.jpg)
IDEAS: Your Voice will be Heard! Post! Vote!
![Page 7: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/7.jpg)
Support Blogs
![Page 8: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/8.jpg)
What if I still can’t figure it out?
![Page 9: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/9.jpg)
I need to help from an expert!
![Page 10: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/10.jpg)
Esri Support Web Site
Log an Incident
![Page 11: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/11.jpg)
I am current with Maintenance? What are my options?
Phone - I need help now- I want to discuss the issue with an expert and
explain my problem
Chat- I need help now- Seems like a straightforward issue- I want to save the notes from our Chat
Email- This is important, but not urgent. - I want to get this started, but I have other work to do now.- I want to attach a lot of data- This is complex, I want to give you time to figure it out
![Page 12: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/12.jpg)
I want to talk to someone live, right now!
• Please have Customer # and 4 Digit Ext Ready
• Go Straight to an Analyst
• Press 0 to speak to a receptionist
• Open 5am PT to 5pm PT, Mon-Friday
Phone 1-888-377-4575
![Page 13: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/13.jpg)
I need a quick answer, while I multi-task.
Chat – Chat Live Mon-Fri 5am PT to 5pm PT
Start Chatting with an Analyst
![Page 14: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/14.jpg)
I need help with a complex issue and need to attach a file
Email – Owned during standard business
hours (5am PT – 5pm PT)
Analyst will own your incident and contact you shortly.
![Page 15: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/15.jpg)
What’s Next?
Is that it?
To get started, yes. But…
Help us help you!
But what?
What do you mean?
![Page 16: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/16.jpg)
Key Info to include in Email or have avail for Phone/Chat
• If you send us the following, it really speeds up the process…- Key Configuration Information
- Product
- Version/Service Pack
- Operating System; 32 or 64 bit
- DBMS; DB Version; Web Server
- Language
- Trouble Shooting Information- What are you trying to accomplish
- Tests and Results
- KB articles reviewed; Searches Conducted
- Error messages
![Page 17: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/17.jpg)
What can I expect?
Phone - How’s the Service?
Average Time to Answer – 22 Seconds
81% of Calls Answered in 20 Seconds or Less
67% of Incidents Resolved on First Contact
Customer Satisfaction = 4.6 out of 5(1-Poor, 2-Below Satisfied, 3-Satisfied, 4-Above Satisfied, 5 – Excellent)
Net Promoter Score – 72% Promoters(Scored 9 or 10 (out of 10) in likelihood to recommend Esri based on Tech Support experience)
![Page 18: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/18.jpg)
9% of all Incident Volume
57% of Chats Owned in 30 Seconds or Less
Customer Satisfaction = 4.3 out of 5(1-Poor, 2-Below Satisfied, 3-Satisfied, 4-Above Satisfied, 5 – Excellent)
Net Promoter Score – 64% Promoters(Scored 9 or 10 (out of 10) in likelihood to recommend Esri based on Tech Support experience)
Chat – How’s the Service
What can I expect?
![Page 19: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/19.jpg)
What can I expect?
Email - How’s the Service?
37% of all Incident Volume
87% of Emails owned in 2 hrs or less
Customer Satisfaction = 4.4 out of 5(1-Poor, 2-Below Satisfied, 3-Satisfied, 4-Above Satisfied, 5 – Excellent)
Net Promoter Score – 64% Promoters (Scored 9 or 10 (out of 10) in likelihood to recommend Esri based on Tech Support experience)
![Page 20: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/20.jpg)
How do I follow up?
TBD
![Page 21: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/21.jpg)
How do I check on status of an incident or bug?
Check My Support
![Page 22: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/22.jpg)
My Support
• ……
![Page 23: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/23.jpg)
My Support
![Page 24: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/24.jpg)
Customer Satisfaction Surveys/Voice of the Customer
• Items for this Section- My Support
- UAG Process
- Call Backs
- Surveys/Voice of the Customer
![Page 25: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/25.jpg)
Do you have other Service Options?
TBD
![Page 26: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/26.jpg)
ESRI Premium Support(including 24 x 7 support)
Prioritized Incident Management
• Familiar with customer profile and distributor staff
•Close interaction with Tier II at ESRI
Single point of contact
• Strong technical background
•Escalation point for critical issues
•Able to leverage needed technical resources
Technical Advocate •Advocate for
customer across ESRI•Engaged with UAG•Reduced repetition
Customer Relations
Technical Account Lead
Acknowledgment within 1 hour
Incident routed to specialist with elevated priority
Daily status updates
24/7 availability and work clock
Bugs prioritized through UAG
Access to Software Alert
Newsletter
Quarterly technical support
review
![Page 27: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/27.jpg)
Secure Support
• Key Elements- Technical Account Managers with Clearance
- Confidential Networks and Office Locations
- Set up to Partner with Users who need GIS Expertise, provided in accordance with Federal/Agency requirements
![Page 28: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/28.jpg)
User Conferences – Tech Support Island
![Page 29: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/29.jpg)
New Incident Volume continues to climb for Int’l Distributors
![Page 30: How to Streamline your experience with Esri Technical Support](https://reader036.vdocuments.us/reader036/viewer/2022062422/56814179550346895dad68cd/html5/thumbnails/30.jpg)