nick gerteisen jonathan sogg michael cherry team 1 consulting telecommuter inc. enterprise customer...

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Nick GerteisenJonathan SoggMichael Cherry Team 1 Consulting

TeleCommuter Inc.Enterprise Customer Service Platform

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Client Background and RFP• TeleCommuter Inc.

• An Established Online SMB Reseller• Office Supplies/Furniture• Installation & Maintenance Services• Software and Support

• Target Market -> Remote Office Workers

• TeleCommuter’s RFP• Identified Issues

• Fix customer attrition• Root cause –> fragmented customer service• Seeking improved customer engagement

• Requested Solution• Social Customer Engagement Center

T1ConsultingNick GerteisenJonathan SoggMichael Cherry

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Current Situation• As-Is

• No unified customer engagement system• No facility for internal product and services capabilities and tracking• No facility for external customer requests and feedback• ZenDesk ticketing system is a silo (and expensive)

• Vendor content is dispersed throughout the company• No unified repository or ownership

• To-Be• Single unified portal for customer engagement

• Ticketing system• Content repository• Email and Online Chat capabilities

• Proposed Solution: Atlassian Suite


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Key Business Objectives• Demonstrable reversal of customer attrition

• Increased levels of customer engagement

• Improved level of customer service

• Increased sales

• Improved customer loyalty


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Functional Requirements• Provide a knowledge base

• Content repository• Collaborative

• Provide an issue tracking system• Log and work customer requests• External visibility segregated by customer• Integrated with knowledge base• Data to be migrated from ZenDesk

• Provide an interactive chat client• Text, voice, & video

• Streamlining workflow and processes• Unified suite from single vendor• Uniform UI/UX


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Non-Functional Requirements• Requirements

• No physical datacenter• Scalability

• The ability to handle increasing data volumes• Flexibility

• The ability to customize the software• Elasticity

• The ability to expand and contract

• Solution• A cloud hosted Software-as-a-Service (SaaS) suite


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The Solution


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Vendor Selection Criteria• Atlassian is a fit

• Portfolio of "a la carte" offerings• Can be readily integrated• Pay only for what’s needed

• Offers cloud/SaaS option• Fits TeleCommuter’s lack of physical facilities• No additional server/network admin overhead• Very fast implementation

• Elastic licensing model• Can adjust monthly• No CapEx upfront

• Training available online• Atlassian University


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Application Suite• JIRA

• Issue Tracking• Sophisticated Workflow Engine• JIRA ServiceDesk - Customer-facing add-in

• Confluence• Wiki & Collaboration tool

• HipChat• Chat and notifications• Traditional chat, voice/video


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System Integration & Migration• Integration

• Native connectors for Integration with Active Directory• Provide authentication/authorization functions

• Native connectors for MS Exchange integration• Provide for e-mail updates and calendar functions

• JQuery Plugin for integration with existing public facing website• Provides real-time chat and portal functions

• Migration• TeleCommuter currently leverages ZenDesk

• Solution is costly• Core IT focus: simplify & flatten application landscape

• All tickets currently in ZenDesk will be migrated to Atlassian JIRA• Migration will be one-time


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The Architectural Diagram


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Metrics: Anticipated Usage


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Metrics: Anticipated Usage


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Atlassian Cloud Uptime• Uptime for cloud: Atlassian publishes in real time

• https://www.atlassian.com/cloud/status


https://www.atlassian.com/cloud/status

https://www.atlassian.com/cloud/status

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Demonstration• Tools up, running, linked

• Separate spaces for customers

• Use of JIRA for ticket entry


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T1Consulting Deliverables• Two Parallel Project Tracks:

• JIRA• Migration• JIRA is replacing ZenDesk• Cases will be migrated from ZenDesk to JIRA

• Confluence & HipChat• Green-Field effort• Knowledgebase content to be loaded manually

• Training• TeleCommuter staff to be trained


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Migration from ZenDesk• Migration will be ‘Cold-Turkey’ (Direct Deployment)

• One-Way, One-Time Migration Effort

• Porting data from ZenDesk to JIRA • Data transformation is not out-of-box• ETL effort required

• Extract – ZenDesk XML Export is well documented• Transform - T1Consulting is well versed with data transformation• Load - JIRA JSON Import is well documented


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ETL Validation• ETL efforts will need to be validated• UAT – User Acceptance Testing

• Data model and interface integrity• All ZenDesk data points on extant cases need to be represented in JIRA

• Migration Validation• T1Consulting will compare aggregate record counts

• Eg, Case counts• Case count in ZenDesk = case count in JIRA -> Good!• Case count in ZenDesk ≠ case count in JIRA -> Bad!, back to development

• User Acceptance Testing

• Assurance & Rollback Plan• ZenDesk will remain online in read-only mode for 60 days

• Reverse ETL possible


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Stand Up Confluence/HipChat• Green-Field effort• Stand up Confluence instance

• Conduct training• Load/Publish Content• Access/Share/Search for Content• Maintain Content

• Turn on Integrations• JIRA• HipChat

• Update public facing website


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Operational Readiness


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Change Control/Management• Major software controls are Atlassian’s responsibility

• The TeleCommuter instances will be in ‘The Cloud’• Published Maintenance Windows• Typical release cadence quarterly/bi-annually

• TeleCommuter instance specific changes are handled internally• Administration• UX/UI updates, workflow customizations, etc• Reports• Modules/Plugins


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Organizational Structure


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Implementation Plan


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Provisioning & Rollout Weeks 1 & 2

• Designation of internal team• Application Administrators• Initial Testing Team


Project kickoff

Purchase and initial setup

User inventory

Account provisioning

Initial shakeout

Go/no-go decision

Mon Tue Wed Thu Fri Sat Sun Mon Tue Wed Thu Fri Sat

Rollout Schedule - Weeks 1 & 2

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Rollout Weeks 3 & 4


Initial credentialing

Online training

Go/no-go decision

Customer announcement

Mon Tue Wed Thu Fri Sat Sun Mon Tue Wed Thu Fri Sat


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Rollout Weeks 5 & 6


Targeted training

Go/no-go decision

Migration from ZenDesk

Mon Tue Wed Thu Fri Sat Sun Mon Tue Wed Thu Fri Sat Sun Mon


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Success Metrics• 1 - Reversal of Customer Attrition

• Number of active customers• Sales volume, compared to:

• Pre-cutover• Industry/market trends

• 2 - Customer engagement, measured by interactions• JIRA

• Compare numbers vs. ZenDesk• Confluence

• Traffic/hits• User comments on pages


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Success Metrics, Cont’d• 3 - Customer Satisfaction Surveys

• Preset Intervals• Pre Atlassian, 1 month, 1 quarter, 1 year

• 4 - Sales; correlated by degree of engagement• More detailed (customer-by-customer) analysis• Regression between use of suite and change in sales

• 5 - Improved customer loyalty• Success at "upselling“• Existing customers purchasing new (to them) products/services


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Questions

Q & A


nick gerteisen jonathan sogg michael cherry team 1 consulting telecommuter inc. enterprise customer...

Documents

external customer requests

notificationstraditional

processesunified suite

websiteprovides realtime

interactive chat clienttext

softwareelasticitythe

companyno unified repository

trackingno facility