Transcript Infor Corporate Powerpoint template

Welcome to Xtreme Support!
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Copyright © 2012 Infor. All rights reserved.
Infor Maintenance Business
 Infor Maintenance Business
Team of Maintenance Business Managers responsible
for the renewal of your maintenance and support
contracts.
Covering support on the standard product.
Different support offerings.
All accounts have an assigned Maintenance Business
Manager
Infor Maintenance Business
Mary Trick
SVP
License
Management
Danielle Neumann
Executive Assistant
Peg Rodarmel
VP
Renewals
NA
Keith Saunders
VP
Renewals
EMEA
Willi Kramheller
VP
Renewals
APAC
Joe Trimarco
Sr. Director
Maintenance
Operations
Mick Ling
VP
Renewals
Jaymie Cater
Sr. Director
Renewals
John Smolinski
VP License
Management
Infor Maintenance Business
Keith Saunders
VP EMEA
Lonneke van Rooij
Amber Vera
David Postius Sanchez
Ellen Cornelissen
Harry Hogendoorn
Max Mering
Mirjam Van Mil
Stigbjorn Backstrom
Valenka Thykjaer
Wolfgang Abels
Marco van Ravenhorst
Alex Alvaro
Francesc Box
Isabelle Chavas
Alexandre Derval
Lucia Kanowah
Mazen Najjar
Stephane Nercam
Alberto Ruiz
Maria Sole Mugnano
Tiziana Terenzi
Annita Tombrou-Nicholls
James Whitton
Pau Marcos
Maud LeBihan
Mike Pollard
Andy Ballantine
Claire Dynybil
Fiona Barry
Alka Bhowmick
Tamryn Immelman
Charlotta Bergenstjerna
Judy Murray-Mills
Isabelle de Vliegher
Sinead Knell
Veronika Smrckova
Bhav Vara
Infor Maintenance Business
 Lawson IMB EMEA
Marco van Ravenhorst
France, Spain, Italy, Switzerland, Middle East and French speaking
Africa
Mike Pollard
UK, Ireland and English speaking Africa
Lonneke van Rooij
The Netherlands, Belgium, Luxemburg, Sweden, Denmark, Norway,
Finland, Iceland, Germany, Austria, Eastern Europe, Russia & CIS
Renewal Process
Timeline to renewal date
MR = Maintenance Renewals
MRN = Maintenance Renewals Notification
Expiration &
Follow up
Collections –
customer pay
before MED
Customer/Partner
confirm payment
to SAM
MRN
Negotiation +
Invoicing
Infor send
MRN
to Partner
Identifying
MRs for
next quarter
-120
-90
-60
-45
-30
0
+30
Xtreme Support Offerings
Pau Marcos – Maintenance Business Manager
13 September 2012
Former Lawson Support Plans and
Infor Xtreme Support Plans
Lawson Basic Support
Xtreme Support
24x5* support coverage for priority 1 issues
24x5* support coverage for priority 1 issues
Lawson Bronze Support
Xtreme Premium Support
24x7* support coverage for priority 1 issues
24x7* support coverage for priority 1 issues
Lawson Silver Support
Xtreme Elite Support
24x7* support coverage for priority 1 issues
24x7* support coverage for priority 1 issues
* Not available for some products
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Copyright © 2012 Infor. All rights reserved.
High-Level Feature Comparison
Basic
Bronze
Silver
Three new
features!
Xtreme
24x5* support coverage on
P1s
Same great features as
Lawson Basic
Xtreme Premium
Xtreme Elite
Xtreme features plus….
Xtreme Premium features +
24x7* support coverage on
P1s
Elite Account Manager
Priority plan queuing
Access to senior Support &
Development resources
Interactive Briefings
Support Activity Reviews
Update planning assistance
Early Adopter program
Exec Advisory Board
Special Events Support*
* Not available for some products
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Copyright © 2012 Infor. All rights reserved.
The New Xtreme Elite Support Plan Features
 The same great features in Xtreme Premium Support
plus…..
A dedicated Elite Account Manager
Support Activity Reviews
Access to senior level Support & Development resources
Update Planning Assistance
NEW: Early consideration for Early Adopter Programs
NEW: First consideration for Executive Advisory Board
opportunities
NEW: Special Events Support* coverage for all severity levels,
one weekend a year
* Not available for some products
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Copyright © 2012 Infor. All rights reserved.
Xtreme Support plan landing page for Lawson
product customers
 http://go.infor.com/xtreme-support-lawson/
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Copyright © 2011 Infor. All rights reserved.
Introducing…Xtreme Support
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Copyright © 2011 Lawson. All rights reserved.
SERVICES
Specialized
Personalized
Social
Proactive
Accountable
TECHNOLOGY
ION Support
Solutions
Extensive
Knowledgebase
www.infor.com/inforxtreme
Portal
Scorecard
Activity Reports
XPERTS
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Copyright © 2012 Infor or Lawson. All rights reserved. Confidential. This presentation reflects the direction Infor or Lawson may take with regard to the
products or services described herein, all of which is subject to change without notice.
Overview of Xtreme Support Portal
Why did we migrate the toolset?
 Consistent customer experience
 Improved personal & social interactions
 ‘Best of the best’
 LGUG & GAM3 Involvement
 Phase 1 – October 14th
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Copyright © 2012 Infor or Lawson. All rights reserved. Confidential. This presentation reflects the direction Infor or Lawson may take with regard to the
products or services described herein, all of which is subject to change without notice.
Homepage Header
Your Profile
KB Article
Search
Migrated /
New Incidents
Download
fixes /
releases
Search
Incident ID
Documentation
Support
Apps
Incidents Support App
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Copyright © 2011 Infor/Lawson. All rights reserved.
Incident View
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Copyright © 2011 Infor/Lawson. All rights reserved.
Notifications Support App
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Copyright © 2011 Infor/Lawson. All rights reserved.
Notifications Support App
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Copyright © 2011 Infor/Lawson. All rights reserved.
KB Search
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Copyright © 2011 Infor/Lawson. All rights reserved.
KB Search
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Copyright © 2011 Infor/Lawson. All rights reserved.
KB Search Results
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Copyright © 2011 Infor/Lawson. All rights reserved.
Analytics Support App
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Copyright © 2011 Infor/Lawson. All rights reserved.
Analytics Support App
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Copyright © 2011 Infor/Lawson. All rights reserved.
Commitment to Innovation
Introducing…
Infor Xtreme Support mobile
Xtreme Support
 Native iPhone app
 Available on the Apple App Store™
 Check the status of support incidents
 Immediate notification of critical incidents
 “Watch list” allows you to tailor your
experience- monitor what matters.
 Infor Xtreme Support Twitter feed for
news and updates about your systems
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Copyright © 2012 Infor or Lawson. All rights reserved. Confidential. This presentation reflects the direction Infor or Lawson may
take with regard to the products or services described herein, all of which is subject to change without notice.
Wrap Up
 Official go-live on Xtreme Support Portal - October 14th
 Included both CASE and Knowledgebase
 Continued enhancements after initial migration
 MyLawson.com is not part of this initial migration and will
continue to be the customer portal
 Recorded training sessions available on MyLawson>GetSupport->CASE/KB Migration
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Copyright © 2012 Infor or Lawson. All rights reserved. Confidential. This presentation reflects the direction Infor or Lawson may take with regard to the
products or services described herein, all of which is subject to change without notice.
Common FAQs from the migration
What data was migrated to the new system?
All cases entered after March 2010
All MyLawson users that have entered or updated a case in the
last 15 months
All attachments and environment profiles
Will I still be directly connected to a support
engineer?
We are still using skills based routing and direct to tech model for
incidents logged via the portal, and call backs on existing incidents
New incidents logged on the phone will go through the Customer
Care team and a support engineer will call you back
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Copyright © 2012 Infor. All rights reserved.
Benefits - Incidents
 Consumer-grade user interface: navigation features to allow you to
quickly find relevant information
 Site is tailored to your Product Line(s) and supported Products. (KB,
Documentation, Announcements, etc.)
 Support Apps allow a quick and easy view of key data from one place




Incidents requiring your update
your open incidents
your favorite Knowledge Base Articles and Articles you have signed up for
Support App for Analytics provides you a quick visual representation of KPI's
 Support Apps can be personalized to show columns of data in your
preferred order, ascending or descending, # of records you are
interested in, filtering options, etc. You can also tailor the UI style of the
Support Apps
 Support for Multiple Browsers: Microsoft Internet Explorer versions 7, 8
and 9, Mozilla Firefox versions 8 and 9. and Google Chrome versions
15 and 16
 Option to create and customize your own views (reports) of incidents.
You determine the criteria, the data columns to display, the sort
sequence and the number of records that you wish to display
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Copyright © 2012 Infor. All rights reserved.
Benefits - Incidents
 Quick Lookup by ID – searches across Knowledge Base
Articles, Incidents and Documentation based on your installed
Products
 Download cart which enables you to perform a single
download for multiple files (documentation, fixes, etc.)
 Quick Incident update via email reply:
 Visibility of your pending Support renewals and the option to
make an online credit card payment
 Subscription mail lists – register to receive emails tailored for
your installed products.
 Extensive communities by product and industry
 Mobile App
 Additional Language support
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Copyright © 2012 Infor. All rights reserved.
Benefits
 Knowledgebase
 Infor Knowledge Base: has enhanced content and fast search engine for quick
results
 In context KB search when creating incident
 Option to Browse or Search
 KB search feature launches in new browser window / tab depending on browser
setting
 A search is not conducted on initial access, the user will enter search criteria
and then execute the search.
 Search criteria: The user can choose to search only specific product lines. The
list of “available product lines” is limited to only those with maintenance
entitlement. You are able to Filter by Status, Enter a date range to find all
articles added/updated in that period of time or Selected multiple values – then
conduct search.
 Search results: Choose a search match option, Sign up to receive email
notifications.
 Quick preview option for a document
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Copyright © 2012 Infor. All rights reserved.
Welcome to Xtreme Support!
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Copyright © 2012 Infor. All rights reserved.