Nick Gerteisen Jonathan Sogg Michael Cherry Team 1 Consulting TeleCommuter Inc. Enterprise Customer...
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Transcript of Nick Gerteisen Jonathan Sogg Michael Cherry Team 1 Consulting TeleCommuter Inc. Enterprise Customer...
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Nick GerteisenJonathan SoggMichael Cherry Team 1 Consulting
TeleCommuter Inc.Enterprise Customer Service Platform
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Client Background and RFP• TeleCommuter Inc.
• An Established Online SMB Reseller• Office Supplies/Furniture• Installation & Maintenance Services• Software and Support
• Target Market -> Remote Office Workers
• TeleCommuter’s RFP• Identified Issues
• Fix customer attrition• Root cause –> fragmented customer service• Seeking improved customer engagement
• Requested Solution• Social Customer Engagement Center
T1ConsultingNick GerteisenJonathan SoggMichael Cherry
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Current Situation• As-Is
• No unified customer engagement system• No facility for internal product and services capabilities and tracking• No facility for external customer requests and feedback• ZenDesk ticketing system is a silo (and expensive)
• Vendor content is dispersed throughout the company• No unified repository or ownership
• To-Be• Single unified portal for customer engagement
• Ticketing system• Content repository• Email and Online Chat capabilities
• Proposed Solution: Atlassian Suite
T1ConsultingNick GerteisenJonathan SoggMichael Cherry
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Key Business Objectives• Demonstrable reversal of customer attrition
• Increased levels of customer engagement
• Improved level of customer service
• Increased sales
• Improved customer loyalty
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Functional Requirements• Provide a knowledge base
• Content repository• Collaborative
• Provide an issue tracking system• Log and work customer requests• External visibility segregated by customer• Integrated with knowledge base• Data to be migrated from ZenDesk
• Provide an interactive chat client• Text, voice, & video
• Streamlining workflow and processes• Unified suite from single vendor• Uniform UI/UX
T1ConsultingNick GerteisenJonathan SoggMichael Cherry
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Non-Functional Requirements• Requirements
• No physical datacenter• Scalability
• The ability to handle increasing data volumes• Flexibility
• The ability to customize the software• Elasticity
• The ability to expand and contract
• Solution• A cloud hosted Software-as-a-Service (SaaS) suite
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The Solution
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Vendor Selection Criteria• Atlassian is a fit
• Portfolio of "a la carte" offerings• Can be readily integrated• Pay only for what’s needed
• Offers cloud/SaaS option• Fits TeleCommuter’s lack of physical facilities• No additional server/network admin overhead• Very fast implementation
• Elastic licensing model• Can adjust monthly• No CapEx upfront
• Training available online• Atlassian University
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Application Suite• JIRA
• Issue Tracking• Sophisticated Workflow Engine• JIRA ServiceDesk - Customer-facing add-in
• Confluence• Wiki & Collaboration tool
• HipChat• Chat and notifications• Traditional chat, voice/video
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System Integration & Migration• Integration
• Native connectors for Integration with Active Directory• Provide authentication/authorization functions
• Native connectors for MS Exchange integration• Provide for e-mail updates and calendar functions
• JQuery Plugin for integration with existing public facing website• Provides real-time chat and portal functions
• Migration• TeleCommuter currently leverages ZenDesk
• Solution is costly• Core IT focus: simplify & flatten application landscape
• All tickets currently in ZenDesk will be migrated to Atlassian JIRA• Migration will be one-time
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The Architectural Diagram
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Metrics: Anticipated Usage
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Metrics: Anticipated Usage
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Atlassian Cloud Uptime• Uptime for cloud: Atlassian publishes in real time
• https://www.atlassian.com/cloud/status
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Demonstration• Tools up, running, linked
• Separate spaces for customers
• Use of JIRA for ticket entry
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T1Consulting Deliverables• Two Parallel Project Tracks:
• JIRA• Migration• JIRA is replacing ZenDesk• Cases will be migrated from ZenDesk to JIRA
• Confluence & HipChat• Green-Field effort• Knowledgebase content to be loaded manually
• Training• TeleCommuter staff to be trained
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Migration from ZenDesk• Migration will be ‘Cold-Turkey’ (Direct Deployment)
• One-Way, One-Time Migration Effort
• Porting data from ZenDesk to JIRA • Data transformation is not out-of-box• ETL effort required
• Extract – ZenDesk XML Export is well documented• Transform - T1Consulting is well versed with data transformation• Load - JIRA JSON Import is well documented
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ETL Validation• ETL efforts will need to be validated• UAT – User Acceptance Testing
• Data model and interface integrity• All ZenDesk data points on extant cases need to be represented in JIRA
• Migration Validation• T1Consulting will compare aggregate record counts
• Eg, Case counts• Case count in ZenDesk = case count in JIRA -> Good!• Case count in ZenDesk ≠ case count in JIRA -> Bad!, back to development
• User Acceptance Testing
• Assurance & Rollback Plan• ZenDesk will remain online in read-only mode for 60 days
• Reverse ETL possible
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Stand Up Confluence/HipChat• Green-Field effort• Stand up Confluence instance
• Conduct training• Load/Publish Content• Access/Share/Search for Content• Maintain Content
• Turn on Integrations• JIRA• HipChat
• Update public facing website
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Operational Readiness
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Change Control/Management• Major software controls are Atlassian’s responsibility
• The TeleCommuter instances will be in ‘The Cloud’• Published Maintenance Windows• Typical release cadence quarterly/bi-annually
• TeleCommuter instance specific changes are handled internally• Administration• UX/UI updates, workflow customizations, etc• Reports• Modules/Plugins
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Organizational Structure
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Implementation Plan
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Provisioning & Rollout Weeks 1 & 2
• Designation of internal team• Application Administrators• Initial Testing Team
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Project kickoff
Purchase and initial setup
User inventory
Account provisioning
Initial shakeout
Go/no-go decision
Mon Tue Wed Thu Fri Sat Sun Mon Tue Wed Thu Fri Sat
Rollout Schedule - Weeks 1 & 2
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Rollout Weeks 3 & 4
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Initial credentialing
Online training
Go/no-go decision
Customer announcement
Mon Tue Wed Thu Fri Sat Sun Mon Tue Wed Thu Fri Sat
Rollout Schedule - Weeks 3 & 4
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Rollout Weeks 5 & 6
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Targeted training
Go/no-go decision
Migration from ZenDesk
Mon Tue Wed Thu Fri Sat Sun Mon Tue Wed Thu Fri Sat Sun Mon
Rollout Schedule - Weeks 5 & 6
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Success Metrics• 1 - Reversal of Customer Attrition
• Number of active customers• Sales volume, compared to:
• Pre-cutover• Industry/market trends
• 2 - Customer engagement, measured by interactions• JIRA
• Compare numbers vs. ZenDesk• Confluence
• Traffic/hits• User comments on pages
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Success Metrics, Cont’d• 3 - Customer Satisfaction Surveys
• Preset Intervals• Pre Atlassian, 1 month, 1 quarter, 1 year
• 4 - Sales; correlated by degree of engagement• More detailed (customer-by-customer) analysis• Regression between use of suite and change in sales
• 5 - Improved customer loyalty• Success at "upselling“• Existing customers purchasing new (to them) products/services
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Questions
Q & A
T1ConsultingNick GerteisenJonathan SoggMichael Cherry