Our Extranet has long been the central resource for clients and partners for all things Site Manager. This year it’s received a significant overhaul making it more interactive, more engaging and putting more information at your finger tips. Learn about your ‘T4 Knowledge Base’. Laura Murphy

1. Putting our resources in your hands
Client Relations and Support
“Enhancing Your Ongoing Experience”
Laura Murphy

2. Able to focus more on your needs
• Team has grown
• Continued development of processes as part of
expansion
• Lots of upgrades
• Some great new initiatives
• Hit the street
• Client visits around the world
• Customer surveys
Always Looking for ways to enhance your
ongoing experience with TERMINALFOUR
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3. • On-going CS processes enhancement
• Add on offerings (health check etc.)
• Self Service support (aka OpenJIRA)
• Now available to all clients on paid support
• Team skills development
• Enhance quality & depth of responses
• Social poster a great example of “objectives
work”
• Available before year end
• 24 Hour phone contact
• Forum as part of Extranet
• Extranet enhancements….
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4. Self Service / OpenJIRA
• Launched October 2012
• Log issues directly online
• Streamlined, open and more responsive
• Email notifications of updates
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5. A little background
• Launched t44u 2008 - 4 years old this month
• THE Central information resource for clients,
partners & staff
• Content has grown by 300% since launch
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6. Drivers for Developments
• Your Feedback!
• What has worked and not worked
• Product enhancements & development
• To support internal process changes
• Opening up the community to a wider audience
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7. Your Feedback – 2012 Client Survey
- “Search could be better but over all I find the extranet to be a very valuable resource. Online
logging and forums would be very useful as an addition.”
- “ I use it all the time. Of great value are the hidden gems not included in the regular
documentation, like date formatting, tricks with the <title> element, et cetera.”
- “Much of the guidance on the extranet is useful but it tends to cover things I already know. I
have found on a few occasions that I go to the extranet looking for something more than we
got in the original training only to find that it repeats that training without answering my query.
But I suppose I should be using the feedback facility you provide on each page. I find a lot of
the 'Build notes' a bit irrelevant but these maybe useful for more technically minded people.”
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8. • Search
• Community Development - Social QA, Forum
• Documentation (Dorte will cover this)
• Self Service
• Structure
• Content Types
1. Release Notes
2. Video
3. Tagging content
• Design
• Ease of access
• Future developments
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9. Search - PolySpot
• Already available
• Improved content meta data for refining results
• Keywords
• Version
• Topics
• Sort by Relevance & Date
• Search within results
• Improved display of base search results
• Available as add on search to all clients
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10. Brian Colhoun for Gilles André
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11. Community Development - Social QA
• Launched May 2012
• Page based Question & Answer
• Notifications & replies via email
• Single login
• Provided by Pubble (aka Learnpipe)
• [Add screenshot]
• See separate t44u presentation from John
Dineen
• Available as great value add on service to
enhance your sites!
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12. Community Development – Forum
• Pre-Launch today
• Will provide more permanent feedback
mechanism for users and clients
• Available directly from Extranet
• Will cover areas of interest to YOU
• Industry groups
• Best practice etc.
• Will be for YOU to drive
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13. T44u 2012 13

14. Content Enhancements
1. Release Notes
2. Developer/Webservices
3. Video
4. Tagging content
5. Links from sample data (7.3 onwards)
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15. Design Update
1. Out with the Sparkles and Swirls
2. Bringing the design in line with our website
3. Facilitate the additional content
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16. Coming Soon
1. New user types – target content
2. Topic focussed – keyword tagging
3. Enhanced log in
4. Follow links from emails
5. Extended cookie life
6. Log on from home
7. Link in with Social Networks
8. Tagging and links from Site Manager
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17. • All feedback welcome for all aspects of Client
Relations and Support
• Access to information
• Processes and service level agreements
• Additional services
• Email: Laura.Murphy@terminalfour.com
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