maconomy customer care insight presentation · maconomy customer care insight presentation author:...

MAC-09:Partnering with Maconomy Customer Care

Stephen Wood, Deltek

Building a Solid Partnership

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Our Focus is on You!

Our Promise To YouDeltek will be…

» Easy to Use

» Easy to Access

» Easy to Understand

» Easy to Do Business With

Striving for World-Class Service

Faster To Resolve

EasierTo Access& Find

MoreCommunication

ExpandingOur Capabilities

We Are Listening!

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Quarterly Town Halls

Launched quarterly virtual town

halls to keep you informed!

Product Quality

Achieving world class product

quality and performance has top

priority

Services Offerings

Developed new offerings, such as

our workshops and streamlined

implementations

Enhanced Support

Improved support plans and tools

to make easier to access support

and allow for faster resolution

Expanded Learning

OpportunitiesMake education content

more accessible; and developed

more advanced offerings

On boarding Programs

Developed new programs to guide

you through the on-boarding

process

The Pillars of Customer Care

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CUSTOMER CARE OPERATIONSx

Powers all Customer Care systems, technologies, methodologies,

and projects to enhance the support experience for Deltek customers.

GLOBAL

SUPPORT

• Award-Winning Support

• Tailored Global Support

Plans

• Get 24x7 Access to the

Deltek Support Center

• Unmatched Service Level

Response Times

CUSTOMER

SUCCESSx

• Helps You Navigate All

Phases of Your Journey

• Ensures You’re Setup for

Long-Term Success

• Dedicated Customer

Success Manager for

SaaS Customers

DELTEK

UNIVERSITY

• Product Training Offered

through the Deltek

Learning Zone

• Expert Training Content

• Learning Flexibility

• Product Certification

Opportunities

» Award-winning support to meet the needs of your business

» Commitment to help you achieve more

» Decades of industry insight and product expertise

» Well-trained support analysts at the ready to assist

» 24x7 access to the Deltek Support Center

» On Demand Support for small consultancy engagements

» Unlimited support for the first 120 days as a new customer

You’re in Good Hands

8

Support The Way You Want It» We’re always on and available whether you wish to

initiate a chat, contact us by phone or submit a

case through the Deltek Support Center

» We offer best-in-class and proven methodologies to

troubleshoot and resolve your issues

» If an escalation is ever needed, we have a well-

defined process:

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Customer Customer Care

Analyst

Customer Care

ManagerCustomer Care

Director

Customer Care

Executive

Support Plans at-a-Glance

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STANDARD CARE PREMIUM CARE SELECT CARE

Deltek Support Center | 24 x 7

Business Support | 8 x 5

Mission Critical | Not Available

24-Hour Response

Deltek Support Center | 24 x 7

Business Support | 12 x 5

Mission Critical | 24 x 5

2, 4, 8, and 24-Hour Response

Deltek Support Center | 24 x 7

Business Support | 12 x 5

Mission Critical | 24 x 7

1, 3, 6 and 12-Hour Response

Basic level of support includes:

Implementation Support for 120 Days

Up to 20 Case Limit

Product Enhancements

Four Authorized Contacts

Includes Standard Care features plus:

Unlimited Support Case Limit

Telephone Support & Priority Access

Six Authorized Contacts

Includes Premium Care features plus:

Named Select Care Advisor

Quickest Response & Resolution Times

Product Roadmap Previewsx

VIP Access at Insight*

Fifteen Authorized Contacts * Must meet a minimum $25,000 Select Care spending requirement

» Easy Access to all your cases

» Let us know how we are doing on

particular cases

» Update your connection details

» Access our fantastic Deltek

Learning Zone

» See if your question is answered in

one of our thousands of KB articles

Support Centre

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» Infographics

» Self-paced options

» Virtual live training

» Flexible subscription options

The Deltek Learning Zone (DLZ)

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Stay Engaged with Deltek!

1. REGISTER for a Customer Town Hallmore.deltek.com/customer-town-hall

2. OPT-IN to Receive Quarterly Newslettersinfo.deltek.com/Email-Subscription-Management

3. SUBSCRIBE to the Deltek Blogsdeltek.com/blogs

4. JOIN the Deltek Online Communitydeltek.custhelp.com

5. SUBSCRIBE to the Deltek Learning Zoneeducation.deltek.com

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Maconomy Customer Care

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Maconomy Customer Care» Dedicated Customer Care Team

» Direct Access to R&D, Engineering,

Consulting and Product Management

» Tailored handoff plans for new customers

» Utilizing the collaboration support model

rather than tiered support.

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33 320 4 10K 93%

Maconomy Customer Care Numbers

Dedicated

Support Staff

Years of

Experience

Support Centers

Globally

Cases Handled Satisfaction

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Cloud Operations

Cloud Operations are a

key part of our processes

with regular touch points.

Product

Product and Engineering

are consulted daily in

escalations and

enhancements.

Customer Success

We partner with your

Customer Success

Manager and Account

Manager on a daily basis.

Consulting

Consulting are a major

part of our daily

interactions esp. for new

customers.

Getting the most out of your experience

Partner with

Us

First Line of

Investigation

Error

MessagesExamples Feedback

We believe in

strong

partnerships,

please help us by

partnering with us

We look to you to

do initial

investigation,

review

documentation

and KB articles

If you get an error,

please provide it

in full along with

where you are

seeing it

Provide examples

on how to

replicate and

steps on how to

do this

• Give us as much

information as

possible

• Provide us

feedback on how

we are doing

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Pulse Survey

Case Survey

In Case Survey

Via your CSM/AM Direct

We love your feedback

Dedicated

Support Staff

Years of

Experience

Support Centers

Globally

Cases Handled Satisfaction

The Future of Customer Care at Deltek.

Changes you Could See

AI Assisted Routing of Cases

Self Healing Systems

New Channels of Communication

AI Assisted Solutions

Q&AAny Questions?

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Why not let us know how you want to Partner

with Deltek Customer Care.

Thank You!

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Stephen Wood

stephenwood@deltek.com