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July 12, 2011 (2:00PM to 2:45PM). How to Streamline your experience with Esri Technical Support. Pete Hollis & Michael Montemayor. 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. - PowerPoint PPT Presentation
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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