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www.sungardsct.com
Support Center Feedback Forum
2www.sungardsct.com
Mike Cleary
General Manager, Client Services • SunGard • SCT Higher Education
Tel 610-578-5123 • [email protected] • www.sungardsct.com
Amy Turner LaDow
Sr. VP, Client Services • SunGard • SCT Higher Education
Tel 610-578-7642 • [email protected] • www.sungardsct.com
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Session Expectations
Provide information on SunGard SCT’s plans to improve the Support Center website
Gain feedback on our near term approach
Clarify the difference between SunGard Support Center and UDC Solutions
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What is the UDC?
Unified Digital Campus (UDC) = the technology environment at an institution achieved through the use of products built by SunGard SCT for our customers (as well as any complementary products appropriate for a particular institution)
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What is the Customer Support Center?
The Customer Support Center is a service center designed to support these UDC solutions
“UDC Support Center” was used in the original name of the Support Center because the Support Center is a place to receive help with products that are part of the UDC (no separate websites for separate products)
The site has been renamed Customer Support Center
The abbreviation “UDC” does NOT refer to the Support Center; the Support Center is not part of the UDC
We will refer to it as the Customer Support Center
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eService Client Raised Issues Search difficulty and confusion
Search v. Query
Category / Sub-category v. product line / product / version
User interface issues
10 results per page
Non-wizard approach / not point and click, requires typing
Performance problems
Downloads slower due to proprietary encryption
Slow navigating screen-to-screen
Missing features
Multiple file download
Integrated download history
Delegated site administration
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What have we already done?
Pre-launch webcasts
Published search document
Individual client phone calls to discuss challenges, solicit feedback
Updates posted to supportinfo list
Inventory and prioritization of client-requested features
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What is currently underway?
Functional Improvements
Documentation and Patch/Release Downloads
Howard Frysinger
Performance Analysis Team
Daily database maintenance and tuning
Ongoing monitoring
User results capture
Search Analysis Team
Hummingbird – Search Provider
Siebel – Application Provider
SunGard IT – SunGard Internal Applications Group
User Interface Option Review with Siebel
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Improvement Plan – Near Term
Implement new download and documentation interface similar to Extended Search Integrated download history
Multiple file download
Timeframe
Widespread testing later this month
General availability in March
Negative: Download and Documentation will have a different User Interface than rest of site though same log-in
Added resources to both ActionCenter and ActionLine
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Improvement Plan – Longer Term
Goal: Address client concern areas in an integrated, seamless easy-to-use way
Continue to make improvements in existing interface
Met with Siebel product managers and engineers
Siebel has begun evaluating our client feedback to implement improvements in the base product
Continued updates to production environment
More information in automated E-mail updates
Delegated site administration
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eService Client Raised Issues Results Search difficulty and confusion
Search v. Query
Category / Sub-category v. product line / product / version
User interface issues
10 results per page
Non-wizard approach / not point and click, requires typing
Performance problems
Downloads slower due to proprietary encryption
Slow navigating screen-to-screen
Missing features
Multiple file download
Integrated download history
Delegated site administration
Resolved in Short Term for Documentation and Patch/Release Downloads
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Open Forum:
Questions and Comments
www.sungardsct.com
Thank You!
