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How ExtendMedia Developed a World-Class Customer
Experience Using Parature
How ExtendMedia Developed a World-Class Customer
Experience Using Parature
Matthew Pisarek
AgendaAgenda
• Introduction – ExtendMedia• Support’s Role• Utilizing Service Level Agreements• Why did we choose Parature?
Critical Success Factors Keeping the Customer In Focus Feasibility & Strategic Planning
• Using APIs - Support Toolbar• Remote Assistance Through E-mail• Email Integration, The Easy Way• Support Portal Experience
Introduction – Extend MediaIntroduction – Extend Media
Headquarters in Newton, MA Production facilities in Toronto
15 Years Digital Media Experience Deep domain expertise Extensive work with both
media companies and operators
Flagship Product OpenCASE™ End-to-end digital content
service delivery platform Offered as SaaS (software as a
service) or on-premise enterprise software
Support’s RoleSupport’s Role
• Support’s Role in the Organization Provide technical product support to clients
deployed on released versions of the OpenCASE software suite
Track and maintain software defects Provide answers to “How Do I” questions Maintain and expand the OpenCASE
Knowledgebase Maintain and expand FAQs Report to Development/QA on defect trends
Utilizing Service Level AgreementsUtilizing Service Level Agreements
• After Hours Support
Responsibilities• When scheduled for on-call assignment after
normal business hours, Extend on-call personnel will respond to calls on a timely basis. If customer issues are raised while on-call, the on-call personnel will respond / troubleshoot / provide assistance to the submitter as per Service Level Agreements.
Response times
• Response times during on-call hours will vary based on your SLA. Typically the response times are:
Critical – 1 hour Major – 4 hours All other issues – Next business day
Why Did We Choose ParatureWhy Did We Choose Parature
Must Have Nice to Have
• Graphical User Interface• ASP Service• Externalized Data Points• Portal Access• Advanced Reporting• Extended Support• Ease of Use
• Complete Customization• Premium Support• Technology refreshment opportunities• API Integration
Keeping The Client In FocusKeeping The Client In Focus
Product Services
Development
Quality Assurance
Support
Customer
Feasibility & Strategic PlanningFeasibility & Strategic Planning
Commercial leaders attain superior logistics performance by concentrating onthree strategic objectives:
• Segmenting their markets and supporting infrastructure to focus on specific customer needs
• Strategic sourcing to select best-value, long-term partners•Create partnerships that delivers best value to the customer i.e. Outsourcing, ASP’s
• Integrating their supply chains to achieve cross-functional efficiencies.
Source: Department of Defense, “Product Support for the 21st Century” (July 1999)
Support Process RequirementsSupport Process Requirements
Collect/integrate key data; information, and knowledgeCollect/integrate key data; information, and knowledgeCollect/integrate key data; information, and knowledgeCollect/integrate key data; information, and knowledge
Establish process requirements to meet or exceed goalsEstablish process requirements to meet or exceed goalsEstablish process requirements to meet or exceed goalsEstablish process requirements to meet or exceed goals
Establish in-process control and effectiveness measuresEstablish in-process control and effectiveness measuresEstablish in-process control and effectiveness measuresEstablish in-process control and effectiveness measures
Knowledge Sources: Stakeholder requirements; lessons Knowledge Sources: Stakeholder requirements; lessons learned, performance reviews, action plans, innovationlearned, performance reviews, action plans, innovation
Knowledge Sources: Stakeholder requirements; lessons Knowledge Sources: Stakeholder requirements; lessons learned, performance reviews, action plans, innovationlearned, performance reviews, action plans, innovation
Analyze inputs, identify gaps to new process visionAnalyze inputs, identify gaps to new process visionAnalyze inputs, identify gaps to new process visionAnalyze inputs, identify gaps to new process vision
Gain management & process user approval & resourcesGain management & process user approval & resourcesGain management & process user approval & resourcesGain management & process user approval & resources
Determine improvement needDetermine improvement needDetermine improvement needDetermine improvement need
Support Process ImplementationSupport Process Implementation
Develop implementation plan: extent, rate, locations, scheduleDevelop implementation plan: extent, rate, locations, scheduleDevelop implementation plan: extent, rate, locations, scheduleDevelop implementation plan: extent, rate, locations, schedule
Determine implementation resources requirementsDetermine implementation resources requirementsDetermine implementation resources requirementsDetermine implementation resources requirements
Select receptive environment to ensure a fair trialSelect receptive environment to ensure a fair trialSelect receptive environment to ensure a fair trialSelect receptive environment to ensure a fair trial
Select and enlist Implementation Team participantsSelect and enlist Implementation Team participantsSelect and enlist Implementation Team participantsSelect and enlist Implementation Team participants
Establish progress requirements tracking, reportingEstablish progress requirements tracking, reportingEstablish progress requirements tracking, reportingEstablish progress requirements tracking, reporting
Obtain management approval including resources approvalObtain management approval including resources approvalObtain management approval including resources approvalObtain management approval including resources approval
Conduct participant responsibility trainingConduct participant responsibility trainingConduct participant responsibility trainingConduct participant responsibility training
Implementation Cont’dImplementation Cont’d
Communicate performance requirements to participantsCommunicate performance requirements to participantsCommunicate performance requirements to participantsCommunicate performance requirements to participants
Establish accountability to process performance requirementsEstablish accountability to process performance requirementsEstablish accountability to process performance requirementsEstablish accountability to process performance requirements
Establish plan/process performance feedback/review methodsEstablish plan/process performance feedback/review methodsEstablish plan/process performance feedback/review methodsEstablish plan/process performance feedback/review methods
Using APIs - Support ToolbarUsing APIs - Support Toolbar
• Free Toolbar Application – www.conduit.com• For Internal CSR Use• Create Multiple Toolbars Based On Needs
• •Easily Integrate RSS API Into Tool bar
• RSS Feeds (Static Drop Down)• Organized By Status
• RSS Ticker (Live Scrolling Feed)• Display Only New Tickets, Critical Status
Remote Assistance Through E-mailRemote Assistance Through E-mail
Email Integration, The Easy WayEmail Integration, The Easy Way
TICKET #1234-52223
ACTION:EDIT
FIELD:CREATE ISSUE IN JIRA = TRUE
FIELD:DETAILS FOR JIRA
ACTION:RECORD AS DEFECT
RUN:ESCALATION RULES
IF:CREATE ISSUE IN JIRA = TRUE THENSEND TICKET TO [email protected]
NEW:TICKET IN JIRAFEEDBACK LOOP
UPDATE TICKET WITH JIRA INFORMATION
Support Portal ExperienceSupport Portal Experience
• Overview of the Extend Support Portal URL
• https://extend.supportportal.com
Description• Provides a secure means for Extend’s Customers
to:– Download Documentation– Upload Files– Create / Search Support Incidents– Search Knowledgebase Articles
Customer
• Access Portal• Private System
Customer
• Access Portal• Private System
My Support
• Create Ticket• View / Edit
• Perform Actions
My Support
• Create Ticket• View / Edit
• Perform Actions
Knowledgebase
• View / Search• Rate / Comment
Knowledgebase
• View / Search• Rate / Comment
Downloads
• View / Search• Rate / Comment
• Download
Downloads
• View / Search• Rate / Comment
• Download
Self Service Support PortalSelf Service Support Portal
Support Portal ExperienceSupport Portal Experience
QuestionsQuestions
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