online support resources update
DESCRIPTION
7/10/2011. Online Support Resources Update. Sanjay Lala. Agenda. Mission/ goals Updates from last Global Support Summit Team changes Content search changes CRM Migration project Rationale for change Goals Demo Next steps Questions. Mission. - PowerPoint PPT PresentationTRANSCRIPT
Esri International User Conference | San Diego, CA
Global Support Summit 2011|
Online Support Resources UpdateSanjay Lala
7/10/2011
Agenda
• Mission/ goals
• Updates from last Global Support Summit
• Team changes
• Content search changes
• CRM Migration project- Rationale for change
- Goals
- Demo
- Next steps
• Questions
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Mission
Using Web technologies to
support Esri’s customers and to help in
creating a globally consistent support
experience
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High Level Goals
• Set up Integrated, Enterprise level systems for Support interaction management.
• Implement Knowledge Centric Support
• Improve content development, processing and delivery capabilities
• Move towards a globally consistent Online Support experience for our users
Major Projects: 2010-2011
• My Support
• Chat
• Support Content Migration
• Events/ Appointments site
• Wiki enhancements
• Japanese Wiki
• Search changes
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Recent additions to the OSR team
Richard Alden: Documentation Lead
Vin ThomasProject Lead
Kirsten AlvarezWeb Content Editor
Joseph MayfieldTechnical Writer
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Support site changes: Content
• Content Migration from RCs to Support
• Focus on content generation and delivery- Streamlined processes for content generation
- Proactive tech editing
• Using search logs for content Ideas
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Search changes
• Advanced search options:- Popular links/ Key matches
- Meta tags
• SERP changes- Filters on left hand Nav.
- Meta descriptions as a chevron
- Search FAQs
• Support search Integration for esri.com home-page
• User recommended search ranks
• Bookmarks enhancements
• Synonyms for search
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CRM Updates
Rationale for change
• Ageing Support CRM
• Dependence on Citrix for remote sites
• ~5 year old version in use: Static
• Maintenance issues due to Technology limitations
• Limited flexibility that impacts Analysts workflows, Offsite support performance & Hosted support services
• Limited localization ability
• Limited reporting capabilities
• Multiple integration points for sales & support functions
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Reducing complexity
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CTI (Genesys)CTI (Genesys)
SAPSAP Nimbus(Pivotal)Nimbus(Pivotal) SSRSSSRS
My SupportMy Support WebformWebformAvaya Phone
TrunkAvaya Phone
TrunkChatChat
CitrixCitrix
Customer
Analyst/ Redlands
Analyst/ Remote
KBWMSKB
WMS
Used by remote usersAttachmentsAttachments
KB (CMS)KB (CMS)
Coldfusion Framework
COMPLEX?
Knowledge management
Bug
Management/ Hotfix
Workflows/
Collaboration
Incident
Management
Workflows
Persona driven accessto functionality
Desktop
Browser
Mobile
SF Service cloud
Multiple ways to access
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Persona Driven
• Different views for different users
• Profile driven access to data
Casual User
• Browse• Search• View forums• View Ideas• View knowledge content• Create Bugs• View beta homepage
Premium Authorized
Maintenance Paying User +• Get priority routing• Create premium incidents• Escalate incidents to
premium• TAL centric workflows
Logged-in User
Casual User +• Edit/ contribute to forums• Edit/ contribute to sites• Participate in some betas• Comment on/ rate Articles
Maintenance Paying User
Logged in User +• Create new incidents• Chat with analysts• Interact with your incidents• Interact with your bugs• Interact with sys profiles• Run Incident reports
ID Contact
Maintenance Paying User +• Search all bugs• Additional info on incidents• Additional fields on Incident
forms• ID centric workflows
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Knowledge Centered Support• Integrate creation and maintenance of knowledge into
the problem solving process
• Evolve content based on demand and usage
• Reward learning, collaboration, sharing and improvement
• Critical Components of KCS:
- KB integrated with CRM
- Search (Kube –like)
- Content workflows
- Training
• Challenges
- Need for a global KB
- Translation and Localization
Implementation of KCS will allow us to unify support knowledge & help support our global customer base thru the IDs
Feature Rich
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PortalPortal
DashboardDashboard
WorkflowsWorkflows
ReportsReports
KnowledgeKnowledge
CollaborationCollaboration
LocalizationLocalization
FlexiblityFlexiblity
IdeasIdeas WorkspacesWorkspaces
Benefits
• Integrated Platform with several new-age features
• Cloud based system – eliminates the need for Citrix
• Growing - enhancements every quarter/ Apps
• Flexible workflows: easily customizable
• 16 languages available for localization out of the box.
• Supports vendor driven localization thru a translation workbench
• Robust reporting (With field level access control.)
• Unified - 360O view of the customer
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Tiering process for Distributors
Tier -1
Group Lead
Tier -2
Escalation
Tier -1
Group Lead
Tier -2
Escalation
Tech assist
Webform
The incident is cloned to create a parent child relationship - any changes made to the child are visible to the parent
Demo
• Customer view- System Profile maintenance
- Incident creation - profile based inputs
- Notes addition
- Attachments
- Profile management
• Analyst view- Cases, comments
- To-do list
- Emailing
- Transfer
• Chatter
• Hosted support - Incident generation
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To-do list for the next year
• Focus on Infrastructure augmentation
• Focus on content delivery- Structure/ Metadata
- Search optimization
- Localization
• Enabling Value added services
• Partnership opportunities for IDs- Content generation
- Localization & Delivery
• Infrastructure for community development
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Questions
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