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Campaign Management & Analytics Division
Support
Where does Support start?
What do we need to provide Support?
The right people available at the right time with the right skills and knowledge using the right tools to help you find
and fix problems quickly
And ideally, help avoid problems in the future…
If we don’t get it right?
Help get it working again quickly
• Have people available to respond quickly
• Be available at the right time
• Have the right people with the right expertise and tools
• Be able to identify problems and get fixes issued quickly
• Understand how this impacts you so we can respond to the priority
• Understand your systems through our CMDB
Stop it from breaking again
• Provide you with directions to avoid in the future
• Maintain a Knowledge Base and Known Error Database
• Communicate proactively about best practice or known issues
• Escalate priorities into Development or Operations teams
• Identify trends and help find permanent solutions
Focused Investment
Mo Buescher
People
Menyee Doyle
Shaf Rahman
Shaf Rahman
H2 2013
Thilini Silva
Latoria Jackson
John Penny
Odette Borsten
Justin McDougall
Rob Hicks
Kerry Smith
Nathan McLune
Thilini Silva
Richard Beattie
Elizabeth Stovall
JANUARY 2012
Stephen Palfreyman
Menyee Doyle
Mo Buescher
Menyee Doyle
Moritz Buescher
OpenEddy Gammon
Latoria Jackson
Odette Borsten
Baukje Zitman-Holmes
Justin McDougall
Rob Hicks
Richard Beattie
Kerry Smith
Elizabeth Stovall
Joselle Lawrence
Jamie Gibbons
Tim Shire
Thilini Silva
Elizabeth Stovall
Elizabeth Stovall
2013
Nathan McLune
Luke Davies
Ali Answari
• New Starter training programme
• Training for other than SDL technologies
• Online learning portal
• Technologies
• SQL
• Webservers / IIS
• Windows OS
• C++
• Visual Basic
• VMWare
• Professional Skills
• Project Management
• ITIL
• Communications
Staff Training
• Our Problem Practitioners
– Maintain Known Error Database
– Initiate Proactive Communications
• Develop specialist knowledge
• Responsible for team knowledge
• Work closely with Development
• Gatekeeper to 3rd line
• White papers and best practice
Introducing the Specialists
• Follow-the-sun for critical issues
• 24 x 7 Telephone support for P1 situations concerning Campaign Manager Products
– Studio
– SDL Campaign Manager
– SDL Customer Analytics
– Engine
– iLoader
– Selection Planner
– ADMI
– AR
– AMC
• 24 x 7 Telephone support for P1 situations concerning SDL Email Manager
• Please ask your Partner Manager for availability by product and a quote
24 x 7 Support Available
24 x 7
To generate Customer Satisfaction, A Customer’s Experience must align with their Expectations
2012/3 Implemented the Service Desk
• Focused on customer service
• Verify and assign issues
• CI administration, support status
• Supportal and Knowledge Management
• Website improvements
• Service requests
• Customer welcome and on boarding
• Training bookings and queries
• Customer communications and alerts
• Simple product how to’s
• Licensing queries
• Complaints and satisfaction surveys
Service Desk
Communications
•Messages– Support Update
– Hosted Maintenance Schedule
– Maintenance Reminders
– Welcome to SDL Support
– Known Issues
Satisfaction surveys
• Announcements
SDL Website
• Training
SDL Website
• Procedures
• Contact
• Links to FAQ’s, KA, Ticketing Portal, etc.
SDL Website
Is the increased investment working?
Specialists introduced
Additional resourcing
Training
Service Desk
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May0
100
200
300
400
500
600
700
800
Logged vs. Resolved
Logged
Total OS
Resolved
Tic
kets
Knowledge and best practice
• Less than 4% of issues escalated to development to resolve (compared with 35% in 2010)
• 382 Knowledge articles written or updated (compare to less than 40 in 2010)
• 6 Best practice articles covering changes in product published in 2013
Is the increased investment working?
Priority 1 Priority 2 Priority 30
50
100
150
200
250
300
350
400
450
500
Response times
Target
2012 Average
2013 Average
• Listen to feedback
• Monitor trends and performance
• Continual Service Improvement
• Focus on overall time to resolve
• Priority Service
Still looking to improve some more
• Did you know?
– The New SLA is effective from August 2013
– Baukje Zitman-Holmes is your regional Support escalation contact
– Quarterly product and technical updates are sent to your operational teams each quarter
– We offer on boarding sessions over webex for any new starters
– A product lifecycle guide is published on Supportal and shows what versions of software we currently support
– We offer remote diagnostic sessions over “log me in”, “webex”, “go to assist” and “Microsoft Lync”
– We now offer an optional 24x7 support service
– Our team are focussed to get to a permanent resolution in good time - they are motivated to solve your issue. This behaviour is encouraged and driven through a mix of involved management and considered bonus structure
Thank you