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

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)

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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

Questions?

Eoin Halucheoin.haluch@blackboard.com

Jaslyn Hughesjaslyn.hughes@blackboard.com

Angelo Rossiangelo.rossi@blackboard.com

Bradley Zylbersztajnbradley.zylbersztajn@blackboard.com

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