esupport replacement overview & training
DESCRIPTION
eSupport Replacement Overview & Training. Author: Phil Myers & Kimberly West Date: May 20, 2011. eSupport Current Landscape Project Scope: eSupport Replacement Designs and Wireframes Accessing the Site ID/Password Process via Lenovo Focal Points Using the Site: Navigation - PowerPoint PPT PresentationTRANSCRIPT
eSupport Replacement Overview & Training
Author: Phil Myers & Kimberly WestDate: May 20, 2011
2© 2011 Lenovo Confidential. All rights reserved.
eSupport Current Landscape Project Scope: eSupport Replacement Designs and Wireframes Accessing the Site ID/Password Process via Lenovo Focal Points Using the Site: Navigation Using the Site: How to Find? Using the Site: Finding Files Using the Site: Classification of Content Submitting Feedback Important Things to Remember eService Management Team
Agenda
Internal WW Services Document only
3© 2011 Lenovo Confidential. All rights reserved.
eSupport Current LandscapeCurrent Site : Multiple websites for various customer and product segments
New Site : One global website with the goal of driving a consistent experience
Internal WW Services Document only
4© 2011 Lenovo Confidential. All rights reserved.
Project Scope: eSupport Replacement
SolutionProblem
•Sunset of eDA (TVSU/TVUR) infrastructure.•Single content management system – Interwoven.•Ability to handle any product.•Single web site supporting any audience.•Template driven design allowing for updates via content promotion.•Multi-language authoring and translation (from English) enablement.•Robust search capability – FAST Search.•Increase site stability and performance.
Internal WW Services Document only
5© 2011 Lenovo Confidential. All rights reserved.
Designs & Wireframes: eSupport ReplacementUser centric design
Focus group worked with Lenovo on new design
Internal WW Services Document only
6© 2011 Lenovo Confidential. All rights reserved.
Designs & Wireframes: eSupport Replacement
Internal WW Services Document only
7© 2011 Lenovo Confidential. All rights reserved.
Accessing the Site
URL for site prior to go live: http://206.17.82.2/en_US/
URL after go live: http://support.lenovo.com
Click “LOGIN” to access the site as a Call Center or Servicer• Enter your Call Center or Servicer ID/PW• ID/Passwords will be distributed Monday 5/23 EST via individual ‘welcome’ email• Authorization to confidential information (previously info tips) must be granted by Local Call Center Leader or or AWSP Leader
“Create Support Account” is for end user Personalization Note: This level of access will not display confidential Call Center or Servicer content
General Public will access the website as they do today Call Center & Service Providers must log in to obtain confidential (information / policies
(previously found in Info Tips)
Internal WW Services Document only
8© 2011 Lenovo Confidential. All rights reserved.
Gaining ‘Confidential’ Access via Center Focal PointLocation Call Center
THINK IDEAANZ Juliette Warder/LENOVO Karen Holmes/LENOVO
W. Europe Tomas Lejtrich/LENOVO
LA LAS: Scott Harris/LENOVO CAC: Morella C Montaner/LENOVOBrazil: Flavio T Marinho/LENOVO
Janice McCrimmon/LENOVO
HTK HK & Macao: Kevin KL Ng/HK/LENOVOTaiwan: Donna Teng/LENOVO
Korea: Jong-Yong Park/LENOVO
PRC Edward Tan/SDD/LENOVO
Japan Toru Kamiya/LENOVO
ASEAN Shaifullah Mohamad/LENOVO Jasmine Chong/LENOVOAngie Soo/LENOVO
India Larry Shi/TSC/LENOVO
NA Philip Balmer/LENOVORaymond Chambers/LENOVO
David E Nelson/LENOVO
Russia-CIS Shaozhuo Shi/LENOVO - CCZilola Akhundjanova/RSS/LENOVOAlexander Sobolenko/RSS/LENOVO
EET Nadia Moungla/LENOVOQi1 Wu/TSC/LENOVO
MEA Geoff Saunders/LENOVO Lynn Xiao/TSC/LENOVO
Internal WW Services Document only
If you have a Call Center, Field or Servicerneeding access to esupport please do thefollowing
Steps to Obtain / Remove Accessfrom eSupport site: (For Call Centers & Servicers only)
Enter required info into spreadsheet (sent in separate email to Focals)
Submit to…[email protected]
Access Granted & emailconfirmation will granted & sent tonew user within 48 business hours
Access Removal will becompleted within 48 hours and noemail will be sent
9© 2011 Lenovo Confidential. All rights reserved.
Location Field Service
THINK IDEAANZ Graham Smith/LENOVO
W. Europe Martin Palenik/LENOVOStanislav Vano/LENOVO
Mark Cronin/LENOVO
LA Rogelio Bernal/LENOVO Janice McCrimmon/LENOVOJuan Guillermo Coronado/LENOVOBrazil: Marcelo R Freitas/LENOVO
HTK HK & Macao: Kevin KL Ng/HK/LENOVOTaiwan: Donna Teng/LENOVO
Korea: Jong-Yong Park/LENOVO
PRC Edward Tan/SDD/LENOVO
Japan Toru Kamiya/LENOVO
ASEAN Kong Yew Chan/LENOVOFrankie Teoh/LENOVO
Angie Soo/LENOVOJasmine Chong/LENOVO
India Paramita Ghosh/LENOVO - FS SouthRajesh Lakhani/LENOVO (Acting) - FS WestTatwamasi Chaudhary/LENOVO - FS East
Jitender Nagar/LENOVO - FS North
NA Don Barber/LENOVO (CA)Cynthia Clark/LENOVO (US)
Chuck Wadsworth/LENOVO (US)
Russia-CIS Irina Sumarokova/LENOVOZilola Akhundjanova/RSS/LENOVOAlexander Sobolenko/RSS/LENOVO
EET Rafal Milancej/LENOVOSarah Lundgren/LENOVO
Hayrullah Sekerci/LENOVO
MEA Geoff Saunders/LENOVO Lynn Xiao/TSC/LENOVO
Internal WW Services Document only
If you have a Call Center, Field or Servicerneeding access to esupport please do thefollowing
Steps to Obtain / Remove Accessfrom eSupport site: (For Call Centers & Servicers only)
Enter required info into spreadsheet (sent in separate email to Focals)
Submit to…[email protected]
Access Granted & emailconfirmation will granted & sent tonew user within 48 business hours
Access Removal will becompleted within 48 hours and noemail will be sent
Gaining ‘Confidential’ Access via Field Service Focal Point
10© 2011 Lenovo Confidential. All rights reserved.
Using the Site: Navigation
Three types of navigation:1. Browse2. Auto Detect (Think products only, using Internet Explorer)3. Quick Path
Internal WW Services Document only
11© 2011 Lenovo Confidential. All rights reserved.
Using the Site: Navigation (cont’d)
Browse
Auto Detect Think Products only – IE Browser
Quick Path
Internal WW Services Document only
12© 2011 Lenovo Confidential. All rights reserved.
Using the Site: Navigation (cont’d)Product details are based on level of taxonomy navigation
Internal WW Services Document only
13© 2011 Lenovo Confidential. All rights reserved.
Using the site: How to Find?Function Home page Left Nav
Locate Product and Parts information Select “Product & Parts Detail”Select/Modify product selectionSelect either “Product Detail” or “Parts Detail” tabSelect Category from pick list
N/A – See “Home page”
Hints & Tips N/A - See “Left Nav” Select “Research & Learn”Select “Hints & Tips”Select/Modify product selectionSelect Category from pick list
Downloads, Drivers (BIOS) Select “Downloads”Select/Modify product selectionSelect Category from pick list
Select “Download Drivers & Software”Select/Modify product selectionSelect Category from pick list
ECAs (Must login as Servicer or Call Center user)
N/A - See “Left Nav” Select “Research & Learn”Select “Hints & Tips”Select/Modify product selectionSelect “ECA” from pick list
Product Info – Hardware Maintenance Manuals
Under “Guides & Manuals” select “Hardware Maintenance Manuals”
Select “User Guides & Manuals”Select/Modify product selectionSelect “Hardware Maintenance Manuals” from pick list
PSREF – Technical Specification Under “Guides & Manuals” select Technical Specifications (PSREF)
N/A – See “Home page”
Warranty Lookup Under “Warranty” select “Check Your Warranty Status”
Select “Product & Service Warranty”Select “Check Your Warranty Status”
Internal WW Services Document only
14© 2011 Lenovo Confidential. All rights reserved.
Using the Site: How to Locate Files
New capabilities with Download user experience:• Add to your Download List = provides a “shopping cart” function• My Download List = provides a download manager to download multiple files• Collapse/Expand Sections = ability to view and navigate all categories• Learn More = allows customers to view actual support document
Internal WW Services Document only
15© 2011 Lenovo Confidential. All rights reserved.
Using the Site: 3 Classifications of Content
Unclassified = viewable by all users Servicer = viewable by Servicer and Call Center only Call Center = viewable by Call Center only Note: Lock icon denotes “classified” information
Internal WW Services Document only
16© 2011 Lenovo Confidential. All rights reserved.
Lenovo Services Channel for Submitting Feedback
For help, please contact Mark Hopkins / [email protected]
Click Sign InYou will receive email from the Lenovo forum when your account is set up for you. It will include your login name which will be the same as your e-support login where possible.
Password will be same as your e-support password and can be changed after you sign in.
Post your feedback on this board and learn of issues which have already been submitted,
List of issues will posted at at the top of each board
Internal WW Services Document only
Click Sign In
17© 2011 Lenovo Confidential. All rights reserved.
eService: Important Things To Remember!
Non-Working Website Official ticket will already be open already via Operations Team (24x7 monitoring) External: Public will wait for site to resume - just as they do today Internal: Proactive communication is sent to pre-established internal Lenovo distribution list
Triggers upon Open, Closed & Critical Status Change
Website Issues: Please send email to… Outside Lenovo: General public will use “Site Feedback” Link on support site Internal Lenovo: Use Functional Email Inboxes (submits directly to appropriate content teams)
THINK Mobile Content: [email protected] THINK Desktop Content: [email protected] IDEA Content: [email protected] Japan Content: [email protected] Korea Content: [email protected] ID Requests for CC or AWSP Access to Site: [email protected] General feedback should be submitted via Site Feedback Link
Lenovo Forum & Knowledgebase Issues: Please send email to…− Mark Hopkins ([email protected]), WW Social Media Strategy & Operations − Cleo Lee ([email protected]); WW English Community Manager
Processes below exist on current site today & will be in place for new site
Note: These processes exist today and will continue on the new site
18© 2011 Lenovo Confidential. All rights reserved.
WW eService Management Team
eSupport: Operations Manager: Clement Chan ([email protected]) eSupport: Mobile & Accessories Manager: Sue Leng Wei ([email protected]) eSupport: Desktop, Workstation & Server Manager: Sathya Chandrasegaran
([email protected]) Strategist: Peng Geng ([email protected]) Business Transformation Director: Phil Myers ([email protected]) Social Media Strategy & Operations Manager: Mark Hopkins ([email protected]) eService & Knowledge Management Director: Kimberly West ([email protected])
Internal WW Services Document only
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Q & A?