Félix Hortelano Daniel Farré

Lluc BovéJulian Suárez

Problems● Decrease of the net promoter score (NPS) of the company, due to

customer dissatisfaction.● Solving customer support issues one by one is time-consuming.● Lack of priority on clients demands.

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Existing Alternatives

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Solutions● Relate similar tickets to solve them in a quicker way.

● Assign the best person to solve a determinate issue.

● Have a global dashboard over the system to have full control of what is happening every time and Identify the most demanding problems recently, and focus on them as soon as possible

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Solution

● Understand the underlying semantics of your issues and relate similar ones with doc2vec algorithm.

.

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Solution● Recommend the best user among all solved tickets that are related to the

one we are trying to solve.

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Solution● Extract topic from every ticket on the system and categorize them in a

certain number of topics, so that we are able to do analytics on the system with lda algorithm.

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Solution

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Architecture

● Graphical Interface● API● Database● Modules

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Technologies - MEAN and Flask

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Technologies - LDA

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Technologies - Doc2Vec

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Business

Unique Value Proposition● Improve all customer satisfaction metrics, like NPS, CSAT or CES of the

company, that are proven to be correlated with revenue growth.● Understand your client problems and act according to them.

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Revenue Streams

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Channels● Conventions advertising● Magazines● Give our product to a notorious site in exchange for publicity, such as

AskUbuntu.● Door to door demonstration of our software to companies.

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

ConclusionsWe can conclude the project saying we’ve done everything we said at the beginning. these are the 3 big features we’ve done:

● Relate tickets.● Suggest users to solve tickets● Topic evolution

If we would have more time, we would add:

● User system, to improve the suggestion we do and assign the ticket to the best person directly.

● Prediction of client satisfaction based on tickets content.● Prediction of time to solve a ticket.

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Lessons learned● We’ve learned a bit how business world works, and they also let us do a

videoconference with the UK vice president of CA.

● We’ve also learned how to do sprint reviews properly.

● We’ve learned things we were not used to do like Doc2Vec or LDA which were so interesting.

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Appreciation

● We would like to thank Victor Muntés, David Solans, David Sánchez, and Jaume Ferrarons, the people of CA who helped us, and say that we wouldn’t be able to do the project we’ve done without their advices and recommendations during this course.

Problems Existing Alternatives

Solution Architecture Technologies Unique Value Proposition

Revenue Streams Channels Conclusions Lessons learned

Cost Structure2 Server / 100.000 users, 1 backend and 1 web page 35$/month

Employees - 10 * 40 hrs/week

Revenue Streams1 month free trial then 30$/month per agent with full access to all features and full live assistance.

1 month free trial then 15$/month per agent with restricted features. See related tickets, and propose the best user.

ProblemDecrease of the net promoter score (NPS) of the company, due3 to customer dissatisfaction.

Solving customer support issues one by one is time-consuming.

Lack of priority on clients demands.

SolutionUnderstand the underlying semantics of your issues and relate similar ones to improve the minimum time to resolution (MTTR).

Assign the best person to solve a determinate issue and improve the MTTR.

Have a global dashboard over the system to have full control of what is happening every time.

Identify the most demanding problems recently, and focus on them as soon as possible.

Key Metrics10.000 users in 6 months .

75% pay after trial version .

60% of the licenses will be on big companies and 40 % will be on medium, small companies.

Unique Value PropositionImprove all customer satisfaction metrics, like NPS, CSAT or CES of the company, that are proven to be correlated with revenue growth.

Decrease the MTTR of the issues.

We are not just a channel between the customer and the company , we also identify the root of the problem and propose solutions from it.

Unfair AdvantageSoftware developed with the opinion of experts working on research teams at UPC, having access to latest technologies.

We've been working with CA experts.

ChannelsConventions advertising.

Technological magazines.

Give our product to a notorious site in exchange for publicity, such as AskUbuntu.

Door to door demonstration of our software to companies.

Customer SegmentsSoftware companies located in Spain

Existing AlternativesFreshdesk, Zendesk, ServiceDeskPlus, TeamSupport, Samanage, Kayako

Early AdoptersCA technologies