online support resources update

Download Online Support Resources Update

Post on 09-Jan-2016

42 views

Category:

Documents

4 download

Embed Size (px)

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 Presentation

TRANSCRIPT

Title Safe Area Please Read

Online Support Resources UpdateSanjay Lala7/10/2011Esri International User Conference | San Diego, CAGlobal Support Summit 2011|AgendaMission/ goalsUpdates from last Global Support SummitTeam changesContent search changesCRM Migration projectRationale for changeGoals DemoNext stepsQuestions

Esri Confidential - Not for Redistribution2Mission

Using Web technologiesto supportEsris customers and to help in creating a globally consistent support experienceEsri Confidential - Not for Redistribution3High Level GoalsSet up Integrated, Enterprise level systems for Support interaction management. Implement Knowledge Centric SupportImprove content development, processing and delivery capabilitiesMove towards a globally consistent Online Support experience for our users

Major Projects: 2010-2011My Support ChatSupport Content Migration Events/ Appointments siteWiki enhancementsJapanese WikiSearch changesEsri Confidential - Not for Redistribution

Highlights from GS-EPC 2011Investments made in:Dedicated resources for Content, Projects & CRMQuality and usability of the support siteEnterprise systems to support future growth - Salesforce.comTools to reduce ATRSome items we are working on,:Search improvementsCRM MigrationNurturing the support user community Promises we kept:My Support: email-based integration with CRM systemsContent migration from Resource center to SupportBeta community site

Recent additions to the OSR teamRichard Alden: Documentation LeadVin ThomasProject LeadKirsten AlvarezWeb Content EditorJoseph MayfieldTechnical Writer

Esri Confidential - Not for RedistributionSupport site changes: ContentContent Migration from RCs to SupportFocus on content generation and deliveryStreamlined processes for content generation Proactive tech editingUsing search logs for content Ideas

Esri Confidential - Not for RedistributionSearch changesAdvanced search options:Popular links/ Key matchesMeta tagsSERP changesFilters on left hand Nav.Meta descriptions as a chevronSearch FAQsSupport search Integration for esri.com home-pageUser recommended search ranksBookmarks enhancementsSynonyms for search

Esri Confidential - Not for Redistribution

There is a document tagged as 9.3.1. desktop, windows 7, error document. 9CRM UpdatesRationale for changeAgeing Support CRMDependence on Citrix for remote sites~5 year old version in use: StaticMaintenance issues due to Technology limitationsLimited flexibility that impacts Analysts workflows, Offsite support performance & Hosted support servicesLimited localization abilityLimited reporting capabilitiesMultiple integration points for sales & support functions

Esri Confidential - Not for Redistribution11Reducing complexityEsri Confidential - Not for RedistributionCTI (Genesys)SAPNimbus(Pivotal)SSRSMy SupportWebformAvaya Phone TrunkChat

Citrix

CustomerAnalyst/ RedlandsAnalyst/ RemoteKBWMSUsed by remote usersAttachmentsKB (CMS)Coldfusion Framework

COMPLEX?12Knowledge managementBug Management/ Hotfix Workflows/ CollaborationIncidentManagementWorkflows

Persona driven accessto functionality

Desktop

Browser

MobileSF Service cloudMultiple ways to accessEsri Confidential - Not for Redistribution13Persona DrivenDifferent views for different users Profile driven access to data

Casual User

BrowseSearchView forumsView IdeasView knowledge contentCreate BugsView beta homepagePremium Authorized

Maintenance Paying User +Get priority routingCreate premium incidentsEscalate incidents to premiumTAL centric workflows

Logged-in User

Casual User +Edit/ contribute to forumsEdit/ contribute to sitesParticipate in some betasComment on/ rate Articles

Maintenance Paying User

Logged in User +Create new incidentsChat with analystsInteract with your incidentsInteract with your bugsInteract with sys profilesRun Incident reports

ID Contact

Maintenance Paying User +Search all bugsAdditional info on incidentsAdditional fields on Incident formsID centric workflows

Esri Confidential - Not for Redistribution

14Knowledge Centered SupportIntegrate creation and maintenance of knowledge into the problem solving processEvolve content based on demand and usageReward learning, collaboration, sharing and improvementCritical Components of KCS:KB integrated with CRMSearch (Kube like)Content workflows Training Challenges Need for a global KBTranslation and Localization

Implementation of KCS will allow us to unify support knowledge & help support our global customer base thru the IDsFeature RichEsri Confidential - Not for RedistributionPortalDashboardWorkflowsReportsKnowledgeCollaborationLocalizationFlexiblity

IdeasWorkspacesBenefitsIntegrated Platform with several new-age featuresCloud based system eliminates the need for CitrixGrowing - enhancements every quarter/ AppsFlexible workflows: easily customizable16 languages available for localization out of the box. Supports vendor driven localization thru a translation workbenchRobust reporting (With field level access control.)Unified - 360O view of the customerEsri Confidential - Not for RedistributionTiering process for DistributorsTier -1Group LeadTier -2EscalationTier -1Group LeadTier -2EscalationTech assistWebformThe incident is cloned to create a parent child relationship - any changes made to the child are visible to the parentDemoCustomer viewSystem Profile maintenanceIncident creation - profile based inputsNotes additionAttachmentsProfile managementAnalyst viewCases, commentsTo-do listEmailingTransferChatterHosted support - Incident generation

Esri Confidential - Not for RedistributionTo-do list for the next yearFocus on Infrastructure augmentationFocus on content deliveryStructure/ MetadataSearch optimizationLocalizationEnabling Value added servicesPartnership opportunities for IDsContent generationLocalization & DeliveryInfrastructure for community development

Esri Confidential - Not for Redistribution

20QuestionsEsri Confidential - Not for Redistribution

ProjectEsri Confidential - Not for RedistributionProject Approach

Collect process and feature requirements in a Requirements MatrixDevelop workflow diagrams and detailed business requirementsCreate prototypes to validate workflows in Salesforce

Provide necessary information to the IS team to build the solution

Test

TrainDeploy23Requirement GatheringIterative requirement gathering Step -1 : As is process documentationStep 2: SIPOC (Requirement matrix development)Step 3: Prototyping

Draft timelines for CRM ImplementationSl. No.MilestoneApr-11May-11Jun-11Jul-11Aug-11Sep-11Oct-11Nov-11Dec-11Jan-12Feb-12Mar-12Apr-121SIPOC/ BRD initial review complete******2Preliminary technical design document for SF workflows******3Mock ups for SF workflows/ reviews with Ops/ Business/ Other stakeholders***************4Technical Design - Object Model************Integrations*********Data Migration plan*********5Development of Workflows/ Reports/ Sites on Salesforce******************6Development on CTI/ SAP Side******************7Testing / Training development *********************8Training*********9Data migration and validation******10Cut Over******Assumptions/ Notes1This is a preliminary/ High level plan only for the purpose of initial discussions. Effort estimation and scheduling TBD to follow these timelines2Does not include Globalization considerations3Assumes coverage based on the current SIPOC/ BRD, which is still evolving and is based on the current understanding of SF technology Background/ RationaleCurrent StateFuture StateAgeing Support CRMIntegrated Platform with several new-age featuresChatterCommunity tools - Ideas, AnswersCustomer portal Self service enabledUser persona driven experienceIntegrated KnowledgebaseDependence on Citrix for remote sitesCloud based system eliminates the need for Citrix~5 year old version in use: StaticGrowing - enhancements every quarter.Tons of free/ paid apps that can be leveragedMaintenance issues due to Technology limitationsLimited flexibility that impacts Analysts workflows, Offsite support performance & Hosted support servicesFlexible workflows: easily customizableLimited localization ability16 languages available for localization out of the box. Supports vendor driven localization thru a translation workbenchLimited reporting capabilitiesRobust reporting (With field level access control.)Need different integrated apps for sales & supportUnified -360O view of the customer26To summarizeCommitted to enabling a globally consistent support experienceFocus on Infrastructure, process & contentTeams in place to support.Need IDs assistance in Content generation and delivery