Haha
- 1. Connect Update WWCC – Connect Team October 2008
- 2. Situation Overview A surge of case volume and escalations due to Connect 7 issues and outages revealed gaps in our processes and resourcing. Increase in volumes and escalations impacted resources in Customer Care and Engineering Quarter over quarter technical case volume increased nearly 10% with escalations up 30% High percentage of technical escalations were passed on to engineering Customer service volume increased 11% and resolution time increased significantly Contributing Factors Connect 7 product quality Hosted infrastructure (stability and processes) Escalation process and manpower gaps The gaps have been identified and are being addressed The surge in escalations has subsided Case volume has stabilized to a new (higher) norm We have matured our Hot List process We are now working through the backlog
- 3. Environmental Stability Contributed to Escalation Rates Customer Impact Outages during April through July time period required Tier 3 and Engineering help Issues were not necessarily resolved once the service came online (e.g., missing content) Environment Stability Transition to Connect 7 on NA1 and NA3 increased outages and escalation rates P1 outages have decreased since NA3 stabilized Incidents are now down substantially across all environments Capacity Planning We have addressed the capacity issues Two additional clusters planned for 09 to ensure system stability for projected growth Case volume growth rate Escalation rates to T3
- 4. Product Issues Required Escalation to Resolve Technical Support Top Call Drivers Customer Service Top Call Drivers Connect 7 Issues: Recording issues VOIP Issues (Hotfix released) Product Enhancement requests Service Stability / Outages NA3 Migration ( missing content / recordings) Other Issues Intermittent system problems License Upgrades under M&S not delivered for Presenter High volume of refund requests for direct/BOTS business Internal sales support: trial extension, account admin or general questions (reliance on BAMA) Lack of awareness of meeting room limits Many issues have been resolved. Some remain open. Current challenge: Backlog reduction.
- 5. Current State New case volume flattening at new higher level; expect escalation rates to flatten B acklog >400 cases (100 bugs; 131 enhancement requests) R&D plan in place to reduce bug backlog Future focus: better optics into “Pending release” category (e.g. bugs vs. enhancement requests) Case Backlog Breakdown Case Count Case Volume and Escalation Trend Escalation backlog due to product defects C6 SP3 level
- 6. Hot List Process Has Matured Current Hot List Summary New process in place to proactively identify customers for “Hot List” (mirrors LiveCycle process) Half of escalated customers are no longer “red” Managing key metrics around Hot List performance Customer Type Days on HotList Case Age Total Cases ARD # Cases Open OCA IBM Hosted 21 25 74 3.9 27 11.5 Turner Licensed 13 40 15 29.4 3 22.7 National Hosted 33 81 22 40.6 7 88.9 Rochester Licensed 19 38 7 35.4 3 42.9 Buchanan-Time Warner Hosted 34 34 13 20.5 1 105.9 Factset Research Sys Licensed 28 clsd 14 20.5 8 36.1 Market Traders Licensed 28 55 4 35.3 1 51.0 Conrad- Alaron.com Hosted 28 67 2 32.0 1 64.0
- 7. Accomplishments and Next Steps Accomplishments Process Improvements Customer Care/R&D: weekly backlog calls New Hotlist process: focus resources on top issues/customers Joint KPI framework: operational excellence Staffing Improvements New Sustaining Engineering team (September) Two additional headcount in T3 approved Additional training on top issues Product Improvements Hotfix release process for VOIP and recording issues Improvements in BAMA / account administration planned Hosted Environment Improvements Mitosis project: improve uptime and capacity Capacity tripled with NA4; 100% hosted uptime with zero P1 issues in August Next Steps Process Improvements Weekly Hot List meeting and process Customer Care case management initiative Regular service pack delivery schedule Measuring Progress Joint KPI initiative Customer loyalty program for Q1 Staffing Improvements Additional engineering team formed to focus on Hosted challenges Product Improvements SP1 (November): address 2/3 of current escalations Hosted Environment Improvements Two additional clusters planned in 09