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Carol Bumbaca Steve Moldenhauer
Kurt Van Deun
COMING ATTRACTIONS FROM CUSTOMER SERVICE
• Technical Support – Accessing Support including escalation process
– Changes to SDL Hosted Infrastructure
– Moving to a new and unified Support Portal
• Custom Development by Professional Services – PS Analytics Dashboard
Agenda
Support Regions
• During an implementation project, your primary point of contact is your implementation project manager
• Upon production turnover, support is managed through the support portal and handled via a ticketing system (Mantis, Remedy, Soffront, FogBugz)
• We use functional and hierarchical escalation when needed, which involves support management and, if needed, executive management
• Follow process to feed RFEs into product process, out of Support
• Escalation is your prerogative at any time
Support Process Including Escalation
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• Internal to SDL that is followed on behalf of the customer in the course of working a service request.
• If the assigned Support Engineer cannot independently resolve the issue within a reasonable timeframe, he escalates to other internal resources for assistance.
• The first step is to seek peer assistance from team members. However, if that effort is not enough to make progress on the service request, the Support Engineer seeks assistance from another SDL technical team.
• The goal of functional escalation is to continue progress on a service request with assistance from others within SDL as needed to meet SLA targets and customer satisfaction. Throughout functional escalation, the Support Engineer retains ownership of the service request and has the responsibility of ensuring it is brought to resolution for the customer.
Functional Escalation
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• Informing and involving SDL support management or general SDL business management in an incident as a means of supporting activities around timely response and/or resolution and to manage internal and client communication and expectations for that incident.
• Purpose of hierarchical escalation is to draw appropriate attention to and secure appropriate commitment/actions for an incident to preserve SLA targets and customer satisfaction.
Hierarchical Escalation
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• Notify the support engineer that you are escalating this incident. Set the incident Urgency to Critical.
• Product line CoE Director – For US: Steve Moldenhauer, [email protected] (912) 604-2705
– For APAC/EMEA: Kurt Van Deun, [email protected] +32 (0)15 400 970
• Divisional Vice President of Customer Support – Carol Bumbaca, [email protected], (339) 223-2250.
• A second avenue to escalate an incident is to send an email to [email protected]
• When an incident is escalated to Customer Support Management, management will stay involved with that incident until closure.
• Management efforts bring internal resources to work on the incident and communication with updates and schedule expectations.
How to Escalate
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• A growing percentage of customers are choosing a hosted solution from SDL(about 20%)
• Monitoring usage, performance and customer satisfaction and rapidly expanding demand allowed us to identify a need to upgrade our service
• Having outgrown the profile of our previous supplier, SDL sought a dedicated, world-class infrastructure using state of the art technologies and processes
• Nippon Telegraph and Telephone (NTT) became SDL’s new hosting infrastructure supplier with a secure data center in San Jose
• Migrations of SDL Trisoft and SDL GAMS have been completed
SDL Hosted Infrastructure
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New Support Portal
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Currently Used Online Support Systems
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• These different systems are the result of acquisitions by SDL
• Side-effects: – Clients with multiple products have to learn to use multiple support systems
– Not always clear to client which system to use when an issue occurs
– Hinders collaboration and transferring of tickets between Support Engineers for different products
– Prevents a single, complete overview of all SDL related support tickets
• Challenge is both within the division and across divisions; with systems and with processes
• Therefore: One SDL project – Unified call ticketing system – Common support processes and terminology
Currently Used Online Support Systems
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• Business Drivers – Customer satisfaction
– Quality and consistency of support interactions across SDL
– Standard & streamlined cross-functional processes
– Employee satisfaction and gained efficiency
• Planning – Configuration and Pilot Testing of BMC Remedy platform ongoing
– Go-Live in Q4 2012
– Transition period: • New tickets in the new system // Closing tickets in old system
• Old System remains accessible for search (read-only mode)
One SDL: Business drivers and Planning
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Business Manager Console
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SDL Proprietary and Confidential SDL Proprietary and Confidential
PS Analytics Dashboard
• SDL Trisoft Clients want/need dashboard reporting
• Engineering did not have capacity to include this in the SDL LiveContent 2013 release
• Therefore PS offered to build a first and temporary version of dashboard reporting for 2011 R2 and initial SDL LiveContent release
• Customers can choose to acquire this optional component by working directly with PS
How did we get here?
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Source Language Statistics
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Translation Statistics
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Publication Status
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Publication Comparison
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Quick Demo
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• Platform – Dashboard is a 100% PS solution – built on top of core, but not part of core
delivery – PS Analytics Dashboard requires SDL Trisoft 2011 R2 or SDL LiveContent
2013 – Available in the Web Client only
• Pricing – Client pays a one time technology access fee – This fee includes the cost of Anychart (3rd party component) – Client pays the required services to get the reports configured, packaged and
deployed on their servers (estimate: 1 day) – PS will work with client to quote and deliver on support or change requests; the
PS Dashboard is separate from product maintenance coverage
PS Analytics Dashboard Offering
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• The version we offer in Q4 is our ‘baseline’. All future customers that acquire this optional component get this baseline deployment. Sites fund their requested customizations.
• Rather than enhance the PS baseline for redelivery, the succession plan is for Engineering to take ownership of analytics/reporting as a product feature in the release following the SDL LiveContent 2013 release.
• When an analytics dashboard a standard product feature, the PS Dashboard will no longer be offered from that release onwards
• Customers who paid for the PS Dashboard will be granted a license to the standard product dasboard feature (cost neutral).
• At the time of the switch over PS will work with the customer to assess services related to a transition plan, which could include migrating site specific enhancements to the product dashboard
The Road Ahead
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Questions?
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