Transcript eSupport Replacement

eSupport Replacement Overview & Training
Author: Phil Myers & Kimberly West
Date: May 20, 2011
Agenda
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eSupport Current Landscape
Project Scope: eSupport Replacement
Designs and Wireframes
Accessing the Site
ID/Password Process via Lenovo Focal Points
Using the Site: Navigation
Using the Site: How to Find?
Using the Site: Finding Files
Using the Site: Classification of Content
Submitting Feedback
Important Things to Remember
eService Management Team
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eSupport Current Landscape
Current Site : Multiple websites for various customer and product segments
New Site : One global website with the goal of driving a consistent experience
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Internal WW Services Document only
Project Scope: eSupport Replacement
Problem
Solution
•Sunset of eDA (TVSU/TVUR) infrastructure.
•Single content management system – Interwoven.
•Ability to handle any product.
•Single web site supporting any audience.
•Template driven design allowing for updates via content promotion.
•Multi-language authoring and translation (from English) enablement.
•Robust search capability – FAST Search.
•Increase site stability and performance.
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Internal WW Services Document only
Designs & Wireframes: eSupport Replacement
User centric design
Focus group worked with Lenovo on new design
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Internal WW Services Document only
Designs & Wireframes: eSupport Replacement
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Internal WW Services Document only
Accessing the Site
General Public will access the website as they do today
 Call Center & Service Providers must log in to obtain confidential (information / policies
(previously found in Info Tips)
 URL for site prior to go live: http://206.17.82.2/en_US/
 URL after go live: http://support.lenovo.com
 Click “LOGIN” to access the site as a Call Center or Servicer
• Enter your Call Center or Servicer ID/PW
• ID/Passwords will be distributed Monday 5/23 EST via
individual ‘welcome’ email
• Authorization to confidential information
(previously info tips) must be granted by
Local Call Center Leader or or AWSP Leader
 “Create Support Account” is for end user Personalization
Note: This level of access will not display confidential Call
Center or Servicer content
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Gaining ‘Confidential’ Access via Center Focal Point
Location
ANZ
W. Europe
LA
HTK
PRC
Japan
ASEAN
India
NA
Russia-CIS
EET
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Call Center
THINK
IDEA
Juliette Warder/LENOVO
Karen Holmes/LENOVO
Tomas Lejtrich/LENOVO
LAS: Scott Harris/LENOVO
CAC: Morella C Montaner/LENOVO
Brazil: Flavio T Marinho/LENOVO
Janice McCrimmon/LENOVO
HK & Macao: Kevin KL Ng/HK/LENOVO
Taiwan: Donna Teng/LENOVO
Korea: Jong-Yong Park/LENOVO
Edward Tan/SDD/LENOVO
Toru Kamiya/LENOVO
Shaifullah Mohamad/LENOVO
Jasmine Chong/LENOVO
Angie Soo/LENOVO
Larry Shi/TSC/LENOVO
Philip Balmer/LENOVO
Raymond Chambers/LENOVO
If you have a Call Center, Field or Servicer
needing access to esupport please do the
following
Steps to Obtain / Remove Access
from eSupport site:
(For Call Centers & Servicers only)
Enter required info into spreadsheet
(sent in separate email to Focals)
Submit to…[email protected]
Access Granted & email
confirmation will granted & sent to
new user within 48 business hours
David E Nelson/LENOVO
Shaozhuo Shi/LENOVO - CC
Zilola Akhundjanova/RSS/LENOVO
Alexander Sobolenko/RSS/LENOVO
Access Removal will be
completed within 48 hours and no
email will be sent
Nadia Moungla/LENOVO
Qi1 Wu/TSC/LENOVO
MEA
Geoff Saunders/LENOVO
© 2011 Lenovo Confidential. All rights reserved.
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Lynn Xiao/TSC/LENOVO
Internal WW Services Document only
Gaining ‘Confidential’ Access via Field Service Focal Point
Location
Field Service
THINK
IDEA
ANZ
W. Europe
LA
Graham Smith/LENOVO
Martin Palenik/LENOVO
Stanislav Vano/LENOVO
Mark Cronin/LENOVO
Rogelio Bernal/LENOVO
Janice McCrimmon/LENOVO
Juan Guillermo Coronado/LENOVO
Brazil: Marcelo R Freitas/LENOVO
HTK
HK & Macao: Kevin KL Ng/HK/LENOVO
Taiwan: Donna Teng/LENOVO
Korea: Jong-Yong Park/LENOVO
PRC
Edward Tan/SDD/LENOVO
Japan
ASEAN
India
NA
Russia-CIS
EET
MEA
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Toru Kamiya/LENOVO
Kong Yew Chan/LENOVO
Frankie Teoh/LENOVO
Angie Soo/LENOVO
Jasmine Chong/LENOVO
Paramita Ghosh/LENOVO - FS South
Rajesh Lakhani/LENOVO (Acting) - FS West
Tatwamasi Chaudhary/LENOVO - FS East
Jitender Nagar/LENOVO - FS North
Don Barber/LENOVO (CA)
Cynthia Clark/LENOVO (US)
Chuck Wadsworth/LENOVO (US)
Irina Sumarokova/LENOVO
Zilola Akhundjanova/RSS/LENOVO
Alexander Sobolenko/RSS/LENOVO
If you have a Call Center, Field or Servicer
needing access to esupport please do the
following
Steps to Obtain / Remove Access
from eSupport site:
(For Call Centers & Servicers only)
Enter required info into spreadsheet
(sent in separate email to Focals)
Submit to…[email protected]
Access Granted & email
confirmation will granted & sent to
new user within 48 business hours
Access Removal will be
completed within 48 hours and no
email will be sent
Rafal Milancej/LENOVO
Sarah Lundgren/LENOVO
Hayrullah Sekerci/LENOVO
Geoff Saunders/LENOVO
© 2011 Lenovo Confidential. All rights reserved.
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Lynn Xiao/TSC/LENOVO
Internal WW Services Document only
Using the Site: Navigation
Three types of navigation:
1.
2.
3.
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Browse
Auto Detect (Think products only, using Internet Explorer)
Quick Path
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Using the Site: Navigation (cont’d)
Browse
Auto Detect
Think Products only – IE Browser
Quick Path
Internal WW Services Document only
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© 2011 Lenovo Confidential. All rights reserved.
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Using the Site: Navigation (cont’d)
Product details are based on level of taxonomy navigation
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Internal WW Services Document only
Using the site: How to Find?
Function
Home page
Locate Product and Parts information
Select “Product & Parts Detail”
Select/Modify product selection
Select either “Product Detail” or “Parts
Detail” tab
Select Category from pick list
Hints & Tips
N/A - See “Left Nav”
Select “Research & Learn”
Select “Hints & Tips”
Select/Modify product selection
Select Category from pick list
Downloads, Drivers (BIOS)
Select “Downloads”
Select/Modify product selection
Select Category from pick list
Select “Download Drivers & Software”
Select/Modify product selection
Select Category from pick list
ECAs
(Must login as Servicer or Call Center user)
N/A - See “Left Nav”
Select “Research & Learn”
Select “Hints & Tips”
Select/Modify product selection
Select “ECA” from pick list
Product Info – Hardware Maintenance
Manuals
Under “Guides & Manuals” select “Hardware
Maintenance Manuals”
Select “User Guides & Manuals”
Select/Modify product selection
Select “Hardware Maintenance Manuals”
from pick list
PSREF – Technical Specification
Under “Guides & Manuals” select Technical
Specifications (PSREF)
Warranty Lookup
Under “Warranty” select “Check Your
Warranty Status”
Internal WW Services Document only
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Left Nav
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N/A – See “Home page”
N/A – See “Home page”
Select “Product & Service Warranty”
Select “Check Your Warranty Status”
Using the Site: How to Locate Files
New capabilities with Download user experience:
• Add to your Download List = provides a “shopping cart” function
• My Download List = provides a download manager to download multiple files
• Collapse/Expand Sections = ability to view and navigate all categories
• Learn More = allows customers to view actual support document
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Using the Site: 3 Classifications of Content
 Unclassified = viewable by all users
 Servicer = viewable by Servicer and Call Center only
 Call Center = viewable by Call Center only
 Note: Lock icon denotes “classified” information
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Internal WW Services Document only
Lenovo Services Channel for Submitting Feedback
Click Sign In
You will receive email
from the Lenovo forum
when your account is set
up for you. It will include
your login name which
will be the same as your
e-support login where
possible.
Click Sign In
Password will be same
as your e-support
password and can be
changed after you sign
in.
Post your feedback on
this board and learn of
issues which have
already been submitted,
List of issues will posted
at at the top of each
board
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For help, please contact Mark Hopkins / [email protected]
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Internal WW Services Document only
eService: Important Things To Remember!
Processes below exist on current site today & will be in place for new site
 Non-Working Website
 Official ticket will already be open already via Operations Team (24x7 monitoring)
 External: Public will wait for site to resume - just as they do today
 Internal: Proactive communication is sent to pre-established internal Lenovo distribution list
 Triggers upon Open, Closed & Critical Status Change
 Website Issues: Please send email to…
 Outside Lenovo: General public will use “Site Feedback” Link on support site
 Internal Lenovo: Use Functional Email Inboxes (submits directly to appropriate content teams)
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THINK Mobile Content: [email protected]
THINK Desktop Content: [email protected]
IDEA Content: [email protected]
Japan Content: [email protected]
Korea Content: [email protected]
ID Requests for CC or AWSP Access to Site: [email protected]
General feedback should be submitted via Site Feedback Link
 Lenovo Forum & Knowledgebase Issues: Please send email to…
− Mark Hopkins ([email protected]), WW Social Media Strategy & Operations
− Cleo Lee ([email protected]); WW English Community Manager
Note: These processes exist today and will continue on the new site
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WW eService Management Team
 eSupport: Operations Manager: Clement Chan ([email protected])
 eSupport: Mobile & Accessories Manager: Sue Leng Wei ([email protected])
 eSupport: Desktop, Workstation & Server Manager: Sathya Chandrasegaran
([email protected])
 Strategist: Peng Geng ([email protected])
 Business Transformation Director: Phil Myers ([email protected])
 Social Media Strategy & Operations Manager: Mark Hopkins ([email protected])
 eService & Knowledge Management Director: Kimberly West ([email protected])
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Q & A?
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