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Eoin HaluchJaslyn HughesAngelo RossiBradley Zylbersztajn
Behind the BlackboardMeet the Blackboard Team
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Agenda
IntroductionIntroducing the teams
Client Support Closure rates
Service Delivery ManagerYour Representative within Blackboard
Behind the ScenesOther useful information
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Introducing the teams
Eoin HaluchSenior Director, Client Support
Jaslyn Hughes Manager, Service Delivery
Angelo Rossi Manager, Service Delivery
Bradley ZylbersztajnManager, Learn Support
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Introducing the teams
Learn• Support Tier 1• Client Support Engineers (Tier 2)• Service Delivery Managers
Moodle• Service Delivery Managers• Enterprise Moodle Application Support• Moodlerooms Application Specialist• Moodlerooms Configuration Consultant
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Client Support in APAC– 2011
Eoin Haluch
Bradley Zylbersztajn Daniel Hewes
Thamrin Sjukri Luke Rodriguez
Tahu Fahey Eric Johnson
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Client Support in APAC - 2016
Eoin Haluch
Rajarajan
Azad
Gopinathan
SatishKumar
Teja
Angelo Rossi
Philip Skariah
Tahuaka Fahey
Nathan Gibson
Andrew Spadavecchia
Bradley Zylbersztajn
Luke Rodriguez
Flavio Cuadro
Curtis Shipley
Benjamin Jin
Steve Davis
Thamrin Sjukri
Open Headcount 1
Open Headcount 2
Jaslyn Hughes
Adrian Grigg
Cameron Beer
Lloyd Powell
Lydia Koppe
Niem Page
Jay Hutchinson
Aaron Mausenbaum
Alex Williams
Josh Ebarvia
Josh Marshall
Michael Wylde
Paul Vella
Phillip Rankin
Robert Campbell
Samual Preiss
Alex Leung
Benjamin Chiu
Bruce
David Yu
Jerry
Vishwa
Kevin Hu
Dijian Zhang
Fengnan Lv
Li Zhang
Ruidong Yan
Tier 3
Robert Rogers
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Learn MH / SDM Tier 1
Rajarajan
Azad Gopinathan SatishKumar Teja
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Learn Service Delivery
Angelo Rossi
Philip Skariah Tahuaka Fahey
Nathan Gibson
Andrew Spadavecchia
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Learn Tier 2 Support
Bradley Zylbersztajn
Luke Rodriguez
Flavio Cuadro
Curtis Shipley
Benjamin Jin
Steve Davis
Thamrin Sjukri
Open Headcoun
t
Open Headcoun
t
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Moodle Service Delivery
Jaslyn Hughes
Adrian Grigg
Cameron Beer
Lloyd Powell
Lydia Koppe
Niem Page
Phillip Rankin
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Moodlerooms Enterprise Support / Helpdesk
Jay Hutchinson
Application Support
Josh Ebarvia Josh Marshall
Marcel Wagner
Open Headcount
Helpdesk – End User Support
Aaron Mausenbau
mAlex Williams Paul Vella Phillip
RankinRobert
CampbellSamual Preiss
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SINGAPORE
AMSTERDAM
SYDNEYADELAIDE
SOFIACALGARY
SAN FRANCISCOPHOENIX
INDIANAPOLISROCHESTERWASHINGTON D.C.
CHANTILLYRESTON
Client Support
BEIJING
INDIA
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Local/Global Support
Client Support - Facts
250+ full time staff including 42 in APAC
99.14% responsiveness target achieved
91% Client satisfaction
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Follow-the-sun 24x7x365 coverage
48% of tickets resolved in 1 Day
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Service Delivery - Facts
7 Service Delivery Managers
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14 onboarding projects 176 upgrade projects
2635 hours spent on projects
9 languages spoken within the team
All client-facing documentation templates have been updated
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Projects
• Large consortium of 6 clients in Singapore moving to SaaS Advantage
• 12 teams, 33 staff, 3 countries coordinated by the SDM to onboard a massive system; over 400 combined hours of work to complete the project
• Moodlerooms client onboarded in 2.5 months
• Moodlerooms Entrerprise monthly reports automation
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Localised Support
Product 2014 2016
Mobile USA Australia
Collaborate USA Australia (Learn and Moodle)
Analytics USA Australia
Diamond Hosting Support based in APAC, Management based in USA
Support and Management in Australia
Moodlerooms USA Australia
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Centralised Support
2014 Tier 1 Tier 2
Collaborate 0 1
Diamond Hosted 4 1 (+3 SDM’s)Self / Managed Hosted 0 6
Moodlerooms 1 0
2016 Tier 1 Tier 2
Learn (Analytics, Collaborate,Diamond Hosted, Managed Hosted, Self Hosted)
4 8
Moodlerooms (Collaborate) 1 (+1 Configuration Consultant) 1
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Closure Rates - Learn
H1 2012 H2 2012 H1 2013 H2 2013 H1 2014 H2 2014 H1 2015 H2 2015 H1 201630.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
40.00%
47.87%50.00%
64.28%
70.00%
80.63%
Target 1 Day Closure Rate 3 Day Closure Rate 7 Day Closure Rate
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Closure Rates - Collaborate
H1 2014 H2 2014 H1 2015 H2 2015 H1 201615.00%
25.00%
35.00%
45.00%
55.00%
65.00%
75.00%
85.00%
44.74%
58.56%
74.70%
Target 1 Day Closure Rate 3 Day Closure Rate 7 Day Closure Rate
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Closure Rates - Analytics
H1 2015 H2 2015 H1 2016 H2 201610.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
13.79%
27.59%
34.48%
Target 1 Day Closure Rate 3 Day Closure Rate 7 Day Closure Rate
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Closure Rates - Moodlerooms
H1 2015 H2 2015 H1 201630.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
64.85%
78.23%
86.62%
Target 1 Day Closure Rate 3 Day Closure Rate 7 Day Closure Rate
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Process Changes
Learn• Merge of Learn Support teams mainly affecting
Diamond clients• Enhancement requests now go to the
Community website• Service Delivery internal Quarterly Review• Cumulative Updates changes / impact on MH
clients
Moodle• Moodle staff also supporting Collaborate• Moodlerooms Enterprise release review• Automated monthly reports for Moodlerooms
Enterprise
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End of life updates
Learn• Learn April 2014• Learn October 2014• Echo 360
Moodle• Moodle 2.9 - November 2016• Turnitin V1 • Echo 360
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Support Resources
Learn• How to get Support• How to Escalate
Moodlerooms• How to get Support• How to Escalate
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Behind the Blackboard
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Stolen from Brad’s team...Brad’s Team
Angelo’s Team
Stolen from Angelo’s team...
Behind the scenes
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Questions?
Eoin [email protected]
Jaslyn [email protected]
Angelo [email protected]
Bradley [email protected]
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