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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
CONFIDENTIAL © Deltek, Inc. All Rights Reserved.11
» 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
CONFIDENTIAL © Deltek, Inc. All Rights Reserved.13
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
CONFIDENTIAL © Deltek, Inc. All Rights Reserved. 17
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?
CONFIDENTIAL © Deltek, Inc. All Rights Reserved. 22
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Why not let us know how you want to Partner
with Deltek Customer Care.
Thank You!
CONFIDENTIAL © Deltek, Inc. All Rights Reserved. 24
Stephen Wood