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