voci final presentation

IS&T Summer Intern Group 2013

Voice of the Customer Initiative

Problem ScenariosDisclaimer: The names of the following users have been changed to maintain confidentiality. The

scenarios are, however, based on true occurrences.

© Copyright 04/10/2023 BMC Software, Inc 3

Customer: John DoeTask: Share documents with BMCers in India and FranceProblem: Cannot access Dropbox Action: Opens ITSM ticket, waits a couple of days for a response, posts on All BMC Chatter group about the issue

Scenario 1 - Impatience

“Does anyone know if dropbox [is] still banned by BMC’s Airwatch policies?”


Customer: John DoeTask: Share documents with BMCers in India and FranceProblem: Can not access Dropbox Action: Opens ITSM ticket, waits a couple of days for a response, posts on All BMC Chatter group about the issue

Scenario 1 - Impatience

This is a customer who used Chatter as a second channel for IT-related help after getting impatient with ITSM.


Customer: Judy BloomTask: Design BMC websiteProblem: Does not have VPN hardware deviceAction: Opens ITSM ticket and quickly receives a response she’s not happy with, complains about IT service on a post in Office @ Home Employee group on Chatter

Scenario 2 - Complaints

“If you are WFH full time, you should really consider getting a VPN hardware device. You can get them on Ebay for about $150 (you don't need to get the $800 IT will tell you)…”


Customer: Judy BloomTask: Design BMC websiteProblem: Does not have VPN hardware deviceAction: Opens ITSM ticket and quickly receives a response she’s not happy with, complains about IT service on a post in Office @ Home Employee group on Chatter

Scenario 2- Complaints

This is a customer who used Chatter as a channel to voice her anger with IT’s response to her problem.


Customer: Jeff Smith Task: Apply Bayes’ Theorem on algorithmProblem: Can not view Bayes’ Theorem Wikipedia page in EnglishAction: Posts a complaint in Chatter’s All BMC group

Scenario 3 - Sole Channel

“Why is the English language version of Wikipedia being blocked from the BMC network?”


Customer: Jeff Smith Task: Apply Bayes’ Theorem on algorithmProblem: Can not view Bayes’ Theorem Wikipedia page in EnglishAction: Posts a complaint in Chatter’s All BMC group

Scenario 3 - Sole Channel

This is a customer who used Chatter as his sole channel of communication with IT (and the entire BMC).


With 6000 employees, such scenarios happen on a daily basis.

Our Goal…To help IT gain visibility into issues affecting BMC through SFDC Chatter in addition to formal ITSM Incident Management application

Goal

Project Roadmap


Project Overview


Step 1: Know Your Data

Sandbox

Excel

Posts and Comments

Ticket information


Step 2 : Evaluate External Options

Features Indicee Semantria Splunk

Real time processing Integration with help desk (ITSM) Sentiment Analysis Capability Text Analytics Capabilities

Adoption or Usage Posts and comments, groups, follows, likes, tags, files

Platform SFDC Excel or API SplunkSpeed Fast Fast Very FastScalability Algorithm None Highly Tweakable Manual ProcessImplementation time < 1 Day < 1 Day < 1 DayMarket Presence (# of customers) 1.1M users/month 450 6200Experience handling Chatter data Supports multiple sources of data Socialization across the enterprise Dashboard creation ability Reports creation ability Total cost of ownership $20/user/month $1000 for $5k Perpetual License

100k Transactions Plus Annual FeesOR

$2k Annual License No Annual Fees

Products

Sentiment Analysis and Text Analytics Software Comparison Chart

Splunk isn't capable of performing sentiment

analysis. Splunk is more of a manual process than we are

looking for.

Additional Comments

Indicee isn't capable of sentiment analysis. It can

monitor tags and likes. Indicee is more for simple metrics.

Free trial up to 15,000 posts. Capable of Themes,

Categories, Query Searches, and Sentiment Analysis.

• Monitor Chatter usage• Identify top tags

• Perform deeper analysis than Indicee• Could not identify trending topics

• Create themes• Categorize posts• Query search• Perform Sentiment analysis


Step 3: Import Data

Connected to SFDC Sandbox

Connected ITSM Incident Excel Data

• Connects with salesforce.com• Integrates with 3rd party APIs • Allows drill-down


Step 4: Extract Text and Analyze Sentiments

“If you are WFH full time, you should really consider getting a VPN hardware device. You can get them on Ebay for about $150 (you don't need to get the $800 IT will tell you). Look for the Netscreen 5 GT or XT (or better). Dealing w/ the SSL vpn is such a nightmare for a variety of reasons”

QlikView Script Sentiment and Text

Extraction

Business Service : Network and TelephonyTechnical Service : VPN

Algorithm

Chatter Post

Netscreen 0.273924

nightmare -0.725498

reasons -0.657431

SSL vpn -0.581077

Overall Sentiment: Negative

Keyword sentiments:


Step 5: Create Dashboards and Report

This is the home page of the dashboard. It is divided into 4 main sections.

Ongoing documentation of requirements, processes, and deliverables since Day 1.


Reasons for the Dashboard

Business Goals• “.. consolidate multiple

collaborative channels into a single view…”

Technology Goals• Construct an algorithm

for data mining

• Develop a channel that can present the results

Project Goals

1.Meets RequirementsAdditional Stakeholder Requests• Sentiment Analysis• Drill-down

capabilities• Mapping of Chatter

posts with ITSM tickets

• Ticket creation from Chatter

2.Fits Timeline

Definition Planning Execution Delivery

3. Optimizes Resources

IS&T Kickoff Executive Kickoff Mid-term Report Final Presentation

June 10th June 17th July 12th August 8th

4. Adds Value to Current Reporting tools


Qlikview Dashboard Demo

See It for Yourself!

http://www.youtube.com/watch?v=rPBTVc_vXn8&feature=youtu.be

http://www.youtube.com/watch?v=rPBTVc_vXn8&feature=youtu.be

Features and Results


Dashboard Details

Feature Name Feature Description

Dashboard A combined display of usage and IT-related posts and comments within Chatter and ITSM Incidents ticket data

Trending Topics A list of the top IT-related issues in Chatter and top causes for the creation of ITSM Incidents tickets

Sentiment Analysis

View of the sentiment of each IT-related post on Chatter (from highly negative to highly positive)

Drill-down Capability

Dashboard capability that enables a user to look deeper into specific filters of the Chatter and ITSM data

Example Uses• Dashboard was designed to be self-service and used intuitively for the following:

• Visibility into Chatter posts, ITSM Incidents, and overlaps between the two information sources• Highlight trending issues in Chatter posts and comments• Ability to monitor frequency of complaints and sentiment toward technical services using drill-down

capabilities• Identification of which services are most effective and which cause the most issues


Trending Keywords – User Level


Sentiment Analysis – User Level

Conclusion


Dashboard Limitations

Feature Name Feature Description

Ticket Creation Creating an ITSM ticket for a user or an issue based on a specific Chatter post or a trending IT issue in Chatter

Real Time Updates Scheduled update of data sources in order to provide up to date trending IT-related topics in Chatter and ITSM Incidents

Web app dashboard

Taking the dashboard that we have created in QlikView and creating a web app from it

Direct User Contact

Ability to create an email from the application in order to contact a user about their issue

Alert System Metrics to create alerts if new issues appear or trending topics change

Impact Score Generate and impact score on a post based on number of likes, comments, commenters, and sentiment


Best Practices

Business analytics on combined data from Chatter and ITSM can help make better decisions faster- BMC has the products in place, but would benefit from improving how

they are used, and how the data is organized and viewed- By implementing minor usage changes, the value of these tools can

increase significantly

Improve data organization using simple, pre-defined hashtags- Helps to transform large unorganized data into workable information- Ex: #ITRequest, #Sales, #SuccessStory, #OfficeAtHome, #Knowledge,

#Innovation

Promote and Encourage Best Practices- Use those with high influence scores (based on followers, comments and

likes) to demonstrate best practices - Empower key stakeholders to drive user adoption of the best practices


Reduce I.T. Friction with the help of Social MediaAn astonishing 86% of the end-users the report studied lost an average of 18 work hours a month (that’s 5 full weeks a year) because of I.T. issues, to the tune of over $100 billion in losses – Forrester Research

Increase in employee engagement leading to better productivityFaster problem identification and solving by collecting data from multiple sources

Research indicates that 70-80% of enterprise information resides outside of databases in unstructured fashion

Creation of an easily accessible internal knowledge source

Value Proposition


Future Steps

• Ticket creation• Email follow up• Real time updates• Alerts• Impact metrics

Dashboard Implementation

• Business – Identify opportunities to maximize sales or improvements in technical services

• I.T. – Gain insights on top trending problems and issues and be proactive

Dashboard Usage


Lessons Learned

Technical Skills- Collect, analyze and organize data from multiple

data sources- Learn and use BI tools

Communication- Importance of group collaboration and

internal communication as a team

Time Management- Scheduling and Prioritizing work and tasks-

Group project and Individual project

Teamwork- Identify and play to the strengths of each team

member- Task and resource allocation


Learn more at www.bmc.com

Thank you BMC Software

voci final presentation

Technology

bmc software

bmc chatter group

bmc network

bmc group scenario

entire bmc

chatter scenario

design bmc website problem

sfdc chatter