Transcript How to Streamline your experience with Esri Technical Support

Esri International User Conference | San Diego, CA
Demo Theater | 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
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!
Phone 1-888-377-4575
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Please have Customer # and 4 Digit Ext Ready
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Go Straight to an Analyst
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Press 0 to speak to a receptionist
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Open 5am PT to 5pm PT, Mon-Friday
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…
But what?
Help us help you!
What do you mean?
Key Info to include in Email or have avail for Phone/Chat
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If you send us the following, it really speeds up the process…
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Key Configuration Information
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Product
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Version/Service Pack
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Operating System; 32 or 64 bit
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DBMS; DB Version; Web Server
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Language
Trouble Shooting Information
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What are you trying to accomplish
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Tests and Results
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KB articles reviewed; Searches Conducted
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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)
What can I expect?
Chat – How’s the Service
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)
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
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……
My Support
Customer Satisfaction Surveys/Voice of the Customer
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Items for this Section
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My Support
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UAG Process
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Call Backs
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Surveys/Voice of the Customer
Do you have other Service
Options?
TBD
ESRI Premium Support
(including 24 x 7 support)
•Familiar with customer
profile and distributor
staff
•Close interaction with
Tier II at ESRI
Single point of
contact
Technical
Advocate
•Strong technical
background
•Escalation point for
critical issues
•Able to leverage needed
technical resources
•Advocate for
customer across ESRI
•Engaged with UAG
•Reduced repetition
Customer
Relations
Acknowledgment
within 1 hour
Quarterly
technical support
review
Incident routed
to specialist with
elevated priority
Technical Account Lead
Access to
Software Alert
Newsletter
Daily status
updates
Bugs prioritized
through UAG
24/7 availability
and work clock
Prioritized Incident Management
Secure Support
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Key Elements
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Technical Account Managers with Clearance
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Confidential Networks and Office Locations
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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