openerp - enterprise services

OpenERP Enterprise

Services

Phuong Luu & Marc Laporte

OpenERP support

Yes we care…

Building excellence in support

Allow our customers to benefit from the full potential of

OpenERP - support

Secure a smooth experience to the user by fixing any bug -

Maintenance

Allow customers to benefit at all times from the new features of

OpenERP - Migration

Transfer the expertise and resources to secure successful

project implementations - Consulting

OpenERP Service Strategy

Partner

Customer specific

Ex: Customer analysis

Ex: Custom developments

Ex: Customer training

OpenERP

Product specific / Volume Based

Ex : Support

Ex : Bug fix

Ex : Migrations

Reaching excellence:

Building a strong team


Building a strong team

Samuelconsulting manager

Functionalconsultants

Jacques-Etienne,

François,

Grégory,

Grégoire,

Antoine,

Alain

Technicalconsultants

Jacques-Etienne,

Julien,

Thibault,

Juan,

Cécile

PhuongSupport Manager

support

Level 1

Vinay,

Riken,

Ila,

Nehal,

Kirti,

Hardik

Level 2

Najlaâ,

Xavier,

Olivier

Maintenance

Level 1

Naresh,

Rifakat,

Somesh,

Amit,

Ravi,

Mohammad, Chirag

Level 2

Najlaâ,

Xavier,

Olivier

Migrations

Plateform

& scripts

Olivier,

Najlaâ

Testing

Riken,

Ila

Realeasemanager

Xavier


Understanding each other



OpenERP: Immediate escalation process if customers express doubts that his

request is not underdstood by the person handling the support request

Quality review of Level 1 by Level 2 in terms of requests qualification and quality in the answer (on both form and content)

Customer/Partner : Need to specify the request with as many details as possible:

Provide Serial key of the Enterprise contract

Provide step by step scenario, version used, screenshot or video in order to clearly explain the problem faced

Provide bug traceback

etc



Some examples…

« Dear Support.. We are facing an error while validating delivery order.. Pl. look in to and guide us to proceed…Thanks »

« Hi guys, I have a problem with kanban view when checking my opportunities. »

« Serial Key: Mxxxxxxx-xxxxxxxxDatabase: Test DBUUID: {286cd930-6393-11e1-b479-005056c00008}Explanations: Remarks: User name: AdministratorUser email: [email protected] --------------

{u'debug': u'http://localhost:8069/web/webclient/js:18953'} »


Monitoring our performance



Issues follow-up



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Support Maintenance

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Migrations to v6.0 Migrations to v6.1

On site Online





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Open Closed

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Maintenance

Delay to open (in hours)




Making it simple for you



On customer’s side On OpenERP side

OR



Follow-up on Partners’side: Partner Portal


Testing new ways of serving our customers


Testing new ways of serving our customers

Example of Livechat: New way of doing pre-sales and generate opportunities

New service of functional support in real-time to reach anyOERP user

Other track we might follow in 2012 Build a knowledge base to share and generate mass effect

(like forum)

Dedicate a support « account manager » for certain customersegments

Expand our services in terms of time zone and languages

…


Sticking to our commitments


Sticking to our commitments

Web-client

Weakness in architecture of v6.0 web-client

Backport of web-client v6.1 to make it compatible with v6.0 server

20 days invested

Release planned for end of April (currently in testing step)

Outlook Plugin

V6.0 version was not compatible with Outlook 2010

Backport of v6.1 Outlook Plugin to allow using it with v6.0 server

6 days invested

Release planned for end of April (currently in testing step)


Getting your feedback



Satisfaction survey

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Filled surveys Closed tickets



Direct feedback

Migrations

Improve our current tests before delivering a migrated Database

Manage migration requests, questions and problems with Project

Issues

Complete the Log file with more info about new depencies, fields

type changes, etc

E-mails: [email protected] and [email protected]



Community and Partners Days = Opportunity to

have your feedback:

Already used support: Are you satisfied? What would you like

to see improved?

Never used support: Why? What would you expect from our

support service?

=> Experienced partners: Thursday 12th, from 1pm to 2pm

=> New partners: Friday 13th, from 1pm to 2pm

=> Others: don’t hesitate to discuss with us at any time during

this event

OpenERP support

Yes we care

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