october 2013 support tamsin bradford/ kavitha daniel – head of operations/support manager
TRANSCRIPT
October 2013
SupportTamsin Bradford/ Kavitha Daniel – Head of Operations/Support manager
Sage Evolution Conference 2
Agenda
October 2013
1. About Support2. What’s new?3. Important Info Sharing4. Q&A
About Support
Sage Evolution Conference 4
About SupportMeet the Team
October 2013
Tamsin
Kavi
Andile/Cashivo
End User Support
Priority (Telephonic)
E-mail/Web Plat SupportStrategic
Client Support
VioletOko
PhokaKhathu (new)Esgee (new)Tsitsi (new)
BA/RetailSuper Team
GlendaAttie
ThatoYasmine*
*Datafix
SusanTebogoAntonyJose*Zak*
BennieTerenceHelga
Bongi (Manager)
MarvinThivi
NkosanaKhumbulani
Eddie
Bongi (Manager)MahlaneKoketsoSudipa
Ryan (TAM)Yolandie
(TAM)Abel
SilindileCaleb
Ana (Admin)
All other BP support , incl e-mail and webchat for end users
All Plat support
Support Escalations
Telephonic End User
All BP support Super Plat,
Plat, Strategic Clients
NEW NEWNEW
About SupportSupport
October 2013Sage Evolution Conference 5
BennieBennie Susan Tebogo
CashivoAndile
HelgaAnthony
OkoGlendaAttie VioletPhokaThato
YasmineJose
Sage Evolution Conference 6
About SupportSuper Team/BA & Retail
October 2013
Bongi
MarvinNkosoThiviEddie Khumbu
Koketso Mahlane Sudipa
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About SupportSuper Team/BA & Retail
October 2013
Bongi
MarvinNkosoThiviEddie Khumbu
Koketso Mahlane Sudipa
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About SupportStrategic Support
October 2013
Kavi
Ryan
SilindileAbelCaleb
Yolandi
AnaKavi
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About SupportRecruitment
October 2013
• Experience• Work sample• Profile
Sage Evolution Conference 10
About SupportStaff Development
October 2013Insert dateSage presentation
8 week induction
– LU4
Monthly Training
Onsite Rotations
10
Annual PECI
refresher
Super Team level – LU6
Specialisation
Growth into
business or
channel
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About SupportStats and Achievements
October 2013
34%
20%13%
20%
14%
An Average Month
TelephonicE-mail/webData Onsite, RemoteTraining, Beta, other
What’s New?
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What’s New?New Look BP Zone
October 2013
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About SupportLocal BP Zone Structure
October 2013
My Account My Customers Sales Marketing
• My account details
• My contracts• Re-register/
Update details
• Site Users• Training
Accreditation• Log an
incident
TrainingSupport
• My customers
• Module check
• Reports & statistics
• Orders• Pricing • Log an
incident•
• Marketing News
• Marketing guidelines
• Reseller logos
• Box shots• Fonts• Events• Promotional
Items• Powerpoint
templates
• Webchat• Utilities• Log an
incident• View all
incidents• Knowledge
Base• Product
updates• PDF tutorials
& videos• Suggestions
& defectsNEW
• Reseller training
• Book training• Pricing• FAQ’s• Discount
Process• Free training
manuals•
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About SupportInternational BP Zone Structure
October 2013
My Account My Customers Sales Marketing
• My account details
• Pervasive license keys
• Register my serial numbers
• Site users• Update
company details
• Log an incident
TrainingSupport
• Customer details
• Customer serial number & module details
• Linked Resellers
• Module check• Renewals for
subscription customers
• Reports & statistics
• Search for customer
• Online Registrations
• Business development
• Pricing• Sales Tools• Log an
incident
• Box shots• Business
partner logos• Marketing
guidelines• Promotional
items
• Webchat• Utilities• Log an
incident• View all
incidents• Knowledge
Base• Product
updates• PDF tutorials
& videos• Suggestions
& defectsNEW
• ??
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What’s New?Live Chat
October 2013
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What’s New?Defects/Suggestion Process
October 2013
Search for existing
Query existing or Add New
Support team acknowledges
receipt
Support Team liaises with
development
Feedback provided to
client
Zones updated with relevant
info
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What’s New?The Knowledge Base
October 2013
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What’s New?Work in Progress – Zones
October 2013
• Dedicated resource for updating content• Aggressive Knowledge Base upgrade plan• Forums coming soon• Adaptive screens for mobile devices• All suggestions welcome
Insert pic here
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What’s New?Supportive software tech
October 2013
Important Information SharingKavi Daniel
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Important Info SharingScope of Support
October 2013
Professional assistance Knowledgeable troubleshooting Timeous communication Suitable recourses
Excessive “How To” Multi user installs & upgrades OS, hardware, networks Accounting advice Forms designer & customised reports Product customisations
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Important Info SharingElective Module Support
October 2013
Client Super UserCertified Business Partner
Specialist Support Team
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About SupportBusiness Partner Support
October 2013
Normal Priority Support Platinum Priority Support
Insert dateSage presentation
TelephonicE-mail/Web
Dedicated team
25
T.A.M
Super Team level
– LU6BA/Retail Datafix
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Important Info SharingWebinar Tech Sessions
October 2013
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Important Info SharingGeneral Support Info
October 2013
Please provide as much detail as possible
Demystifying reference numbers
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Important Info SharingLogging Support Queries
October 2013
After call survey
E-mail notification of closed incidents
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Thank youfor your time
Any Questions?
Insert date