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CUSTOMER WEBINARThursday, December 10th 2020
Thank you for attending. The webinar will begin shortly!
Agenda INTRO + HOUSEKEEPING
PRESENTERS INTRODUCTION
Q4 PRODUCT ROADMAP + 2021 VISION
Q&A
Q4 SERVICES ROADMAP + 2021 PREVIEW
WELCOME
YOU WERE AUTOMATICALLY MUTED
ON ENTRY
THIS WEBINAR IS BEING RECORDED
THE RECORDING WILL BE SHARED IN THE COMING DAYS
USE THE Q&A FUNCTION IN ZOOM TO ASK QUESTIONS
THROUGHOUT
& THE CHAT TO DISCUSS WITH THE GROUP
PRESENTERS
Rossana PazminoMODERATOR
Product Marketing Manager,Electric
Tara GoldmanVP of Product,
Electric
Temy Mancusi-UngaroChief Customer Officer,
Electric
Q4 Product RoadmapPresented by
Tara GoldmanVP of Product
Q4 Product Roadmap
Improve reliability
& efficiency
Increase ITvisibility
& proactivesupport
Assign Employees to Devices(Device Management Page)
Turbine Updates
Legend:
Edit & Cancel Onboardings * (On/offboarding Page)
New Device Statuses(Device Management Page)
Duplicate On/offboardings (On/offboarding Page)
Microsoft 365 Automated Updates (IT Scorecard Page)
* Editing and canceling features for onboarding requests will be available in early January, 2021.
October November December
Automated
Your IT Scorecard is fully-automated.
With the release of automated Microsoft 365 updates, it’s easier (and faster) than ever to keep up-to-date tabs on changes to Microsoft 365, G Suite, 2FA — and more.
Released in October.
(IT Scorecard Page)
Microsoft 365 Updates
Assign Device OwnersLean on Turbine as your record-keeping source of truth for device ownership.
Assign a device to an employee to improve asset management and keep better track of Electric managed devices.
This new feature allows you to:● Link to an owner to an unassigned device● Identify the owner of “At Risk” devices● Manage owner assignment for temporary devices,
such as loaners● Re-assign new users to old devices without contacting
Electric(Device Management Page)
Staggered release.
New Device Statuses
Analyzing and managing devices not reporting to MDM (Jamf or Kaseya) is getting easier.
The Device Management page will display new statutes which will indicate when a device is active, not reporting, and for how long.
This new feature will:● Identify active or inactive devices not reporting to MDM● Provide actionable information based on the device status● Separate problem devices from those expected to be
offline (vacation, paid leave, etc.)● Devices that stop reporting for an extended time will be
excluded from the IT Scorecard Health Score.(Device Management Page)
To be released in December.
Duplicate On/Offboarding
You no longer have to start from zero when submitting similar on/offboarding requests.
Now you can:● “Duplicate” an on/offboarding request so the
information* provided for the first request is carried over to the next submission
● Reduce the time spent submitting multiple on/offboarding requests by almost half
*Unique basic information such as name, company email, and other select fields will not be duplicated.
Submissions
(On/offboarding Page)
Released in November.
Product Direction: 2021
Investment in Improving Your Experience
Shortening resolution times
Automating high frequency tasks
Building flexibility Increasing customer satisfaction
Our Goal: Ensure our customers have their IT needs met with speed, accuracy, ease, and delight.
Focus Areas:
2021 Ticketing Vision: Faster & More Reliable Support
Omni-channel IT support delivery
+Augmentation with
Electric’s intelligence and ticket deflection
Electric’s natively built middleware and intelligence,
data aggregation and reporting, recommendations
and automated actions
Kustomer’s native capabilities for intelligent routing, queuing, workflows, ticket deflection, &
internal reporting+
Augmentation with Electric’s intelligence and agent tooling
Integrations with top IT ticketing solutions to enable bi-directional ticket handling and holistic ticket reporting
Identity & SaaS Automation: Faster & More Accurate ProvisioningDirect integrations with SaaS applications or via customers’ IAM providers to automate (de)provisioning.
On/Offboarding 2.0:
Improve the on/offboarding experience and ensure error free outcomes.
1. Create flexibility to give you control over each step2. Build customer knowledge into the product to reduce
reliance on external documentation3. Deliver a truly self-service product, removing
back-and-forth with agents4. Provide ability to initiate on/offboardings from existing
customer systems (e.g. HRIS) via API
Flexible, Accurate, & Timely Workflows
Inventory Management:
Deliver a true system of record for inventory management — one place to answer all hardware security and compliance questions.
1. Manage all on and offline assets without Customer Success Manager (CSM) support
2. Identify the owner of a machine3. Take actions against devices without real-time support4. Receive proactive recommendations from Electric to more
easily manage your fleet
More Accurate Visibility & Recommendations
Additional Research & Discovery in 2021
Approver Model Flexible and intelligent approver model for cost and access approval requests
Procurement Visibility Ability to see procurement status
Ticket Priority Ability to designate ticket priority and urgency
Automated Scheduling Automated scheduling for L2/L3 support based on agent availability
Automated Ticket Routing Ability to auto-route ticket based on type of request
Proactive Recommendations
Provide proactive recommendations within Turbine around device and SaaS issues
Knowledgebase Recommendations
Intelligently recommend knowledgebase articles to users based on their requests
Automated Information Collection
Proactively collect additional contextual information from users before connecting them with agents
Services RoadmapPresented by
Temy Mancusi-UngaroChief Customer Officer
2020 ServiceFocus Areas
Improve Quality
Be More Available
Provide More Services
Services Roadmap
Quality
Resolution Time
Customer Help Center
New Email System
Automated Provisioning For PCs
Free - In Testing
Free - Live
Paid - In Testing
Paid - Live
On/offboardingTurbine Only Team (Help Desk)
Improve Satisfaction
Procurement Focused Team
(Internal) Escalation Channel New Escalation Process
Queue Managers
Tech Experts (Help Desk)
More Live Troubleshooter Sessions(Help Desk)
Automated Provisioning for PCs(with E3 licenses)
More Troubleshooter Resources More QA Resources
Require More Certifications Per Agent(Help Desk)
Q1 2021Q4
ELEC
TRIC
.AI
Services Roadmap
Expand Service Hours
Expand Contact Methods / Resources
Escalated Phone Support
24/5 Chat Support
Free - In Testing
Free - Live
Paid - In Testing
Paid - LiveProvide More Services
24/7 Chat Support
Urgent Weekend Support
Recurring Onsite Technician Recurring Onsite Technician
Virtual CIO Offering
Additional Services
Server Backup Solution
Cloud VPN Solution
Okta Implementation
Q1 2021Q4
Cloud VPNSolution (Perimeter81)
Manage your remote and onsite teams effectively and
securely through a cloud-enabled VPN solution
Server BackupSolution (Acronis)
Minimize security risk and increase productivity with a cloud backup solution for
infrastructure
Q1 2021 Add-on Services
Recurring Onsite Technician Visits
Recurring visits from a dedicated onsite IT Technician
familiar with your unique IT environment for optimal IT
support
Virtual CIO/CISO
Lean on a qualified CISO/CIO to deep dive into your IT
environment and strategy throughout your subscription
with Electric
Additional Research & Discovery
1:1 Support Team Dedicated support agents who just work on your account.
Dedicated IT Consultant Offering some additional, personalized technical consultant hours.
Expanded Security OfferingExploring new technology to add to our tech stack as well as services like security awareness training and security incident event management.
SaaS License Review Ability to share the software your team is using and who has an active license.
Phone Support For customers who want to skip chat and start with a phone call.
Customer Training IT knowledge and security awareness training for our customers.
New Markets Adding onsite support to additional cities (we’re taking requests).
International Support Expanded support for international markets -- specifically procurement and onsite support.
Software Licensing New partnerships to allow customers to manage their software subscriptions through Electric.
ASK US ANYTHING.
Winner will be announced on social media and via the Electric Current (Electric’s monthly customer newsletter).
Giveaway!
