3. 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
4. OpenERP Service Strategy
Partner OpenERP
Product specific / Volume
Customer specific
Based
Ex: Customer analysis Ex : Support
Ex: Custom
Ex : Bug fix
developments
Ex: Customer training Ex : Migrations
8. Reaching excellence:
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
9. Reaching excellence:
Understanding each other
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-xxxxxxxx
Database: Test
DBUUID: {286cd930-6393-11e1-b479-005056c00008}
Explanations:
Remarks: User name: Administrator
User email: xxxx@xxxxxx.nl
--------------
{u'debug': u'http://localhost:8069/web/webclient/js:18953'} »
12. Reaching excellence:
Monitoring our performance
350
300
250
200
150
100
50
0
November December January February March
Support Maintenance
13. Reaching excellence:
Monitoring our performance
90
80
70
60
50
40
30
20
10
0
Migrations to v6.0 Migrations to v6.1
On site Online
14. Reaching excellence:
Monitoring our performance
450
400
350
300
250
200
150
100
50
0
November December January February March
Open Closed
15. Reaching excellence:
Monitoring our performance
Delay to open (in hours)
Support Maintenance
12 18
10 16
14
8 12
10
6
8
4 6
4
2
2
0 0
Oct Nov Dec Jan Feb Mar Oct Nov Dec Jan Feb Mar
20. Reaching excellence:
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 any
OERP 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 customer
segments
Expand our services in terms of time zone and languages
…
22. Reaching excellence:
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)
24. Reaching excellence:
Getting your feedback
Satisfaction survey
450
400
350
300
250
200
150
100
50
0
Nov Dec Jan Feb Mar
Filled surveys Closed tickets
25. Reaching excellence:
Getting your feedback
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: phu@openerp.com and ml@openerp.com
26. Reaching excellence:
Getting your feedback
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
