Esri International User Conference | San Diego, CA

Demo Theater |

How to Streamline your experience with Esri Technical Support

Pete Hollis & Michael Montemayor

July 12, 2011 (2:00PM to 2:45PM)

I need help. What do I do?

TBD

Houston, we have a problem!

Where do I start? www.esri.com

Esri Support Web Site

Self Help

IDEAS: Your Voice will be Heard! Post! Vote!

Support Blogs

What if I still can’t figure it out?

I need to help from an expert!

Esri Support Web Site

Log an Incident

I am current with Maintenance? What are my options?

Phone - I need help now- I want to discuss the issue with an expert and

explain my problem

Chat- I need help now- Seems like a straightforward issue- I want to save the notes from our Chat

Email- This is important, but not urgent. - I want to get this started, but I have other work to do now.- I want to attach a lot of data- This is complex, I want to give you time to figure it out

I want to talk to someone live, right now!

• Please have Customer # and 4 Digit Ext Ready

• Go Straight to an Analyst

• Press 0 to speak to a receptionist

• Open 5am PT to 5pm PT, Mon-Friday

Phone 1-888-377-4575

I need a quick answer, while I multi-task.

Chat – Chat Live Mon-Fri 5am PT to 5pm PT

Start Chatting with an Analyst

I need help with a complex issue and need to attach a file

Email – Owned during standard business

hours (5am PT – 5pm PT)

Analyst will own your incident and contact you shortly.

What’s Next?

Is that it?

To get started, yes. But…

Help us help you!

But what?

What do you mean?

Key Info to include in Email or have avail for Phone/Chat

• If you send us the following, it really speeds up the process…- Key Configuration Information

- Product

- Version/Service Pack

- Operating System; 32 or 64 bit

- DBMS; DB Version; Web Server

- Language

- Trouble Shooting Information- What are you trying to accomplish

- Tests and Results

- KB articles reviewed; Searches Conducted

- Error messages

What can I expect?

Phone - How’s the Service?

Average Time to Answer – 22 Seconds

81% of Calls Answered in 20 Seconds or Less

67% of Incidents Resolved on First Contact

Customer Satisfaction = 4.6 out of 5(1-Poor, 2-Below Satisfied, 3-Satisfied, 4-Above Satisfied, 5 – Excellent)

Net Promoter Score – 72% Promoters(Scored 9 or 10 (out of 10) in likelihood to recommend Esri based on Tech Support experience)

9% of all Incident Volume

57% of Chats Owned in 30 Seconds or Less

Customer Satisfaction = 4.3 out of 5(1-Poor, 2-Below Satisfied, 3-Satisfied, 4-Above Satisfied, 5 – Excellent)

Net Promoter Score – 64% Promoters(Scored 9 or 10 (out of 10) in likelihood to recommend Esri based on Tech Support experience)

Chat – How’s the Service

What can I expect?

What can I expect?

Email - How’s the Service?

37% of all Incident Volume

87% of Emails owned in 2 hrs or less

Customer Satisfaction = 4.4 out of 5(1-Poor, 2-Below Satisfied, 3-Satisfied, 4-Above Satisfied, 5 – Excellent)

Net Promoter Score – 64% Promoters (Scored 9 or 10 (out of 10) in likelihood to recommend Esri based on Tech Support experience)

How do I follow up?

TBD

How do I check on status of an incident or bug?

Check My Support

My Support

• ……

My Support

Customer Satisfaction Surveys/Voice of the Customer

• Items for this Section- My Support

- UAG Process

- Call Backs

- Surveys/Voice of the Customer

Do you have other Service Options?

TBD

ESRI Premium Support(including 24 x 7 support)

Prioritized Incident Management

• Familiar with customer profile and distributor staff

•Close interaction with Tier II at ESRI

Single point of contact

• Strong technical background

•Escalation point for critical issues

•Able to leverage needed technical resources

Technical Advocate •Advocate for

customer across ESRI•Engaged with UAG•Reduced repetition

Customer Relations

Technical Account Lead

Acknowledgment within 1 hour

Incident routed to specialist with elevated priority

Daily status updates

24/7 availability and work clock

Bugs prioritized through UAG

Access to Software Alert

Newsletter

Quarterly technical support

review

Secure Support

• Key Elements- Technical Account Managers with Clearance

- Confidential Networks and Office Locations

- Set up to Partner with Users who need GIS Expertise, provided in accordance with Federal/Agency requirements

User Conferences – Tech Support Island

New Incident Volume continues to climb for Int’l Distributors