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Blackboard Client Support – Built for Success Craig Chanoff Vice President of Blackboard Client Support April 2005.

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Presentation on theme: "Blackboard Client Support – Built for Success Craig Chanoff Vice President of Blackboard Client Support April 2005."— Presentation transcript:

1 Blackboard Client Support – Built for Success Craig Chanoff Vice President of Blackboard Client Support April 2005

2 And now a word from our lawyers… Any statements in this presentation about future expectations, plans and prospects for Blackboard and other statements containing the words "believes," "anticipates," "plans," "expects," "will," and similar expressions, constitute forward-looking statements within the meaning of The Private Securities Litigation Reform Act of Actual results may differ materially from those indicated by such forward-looking statements as a result of various important factors, including the factors discussed in the "Risk Factors" section of our most recent 10-K filed with the SEC. In addition, the forward-looking statements included in this press release represent the Company's views as of April 11, The Company anticipates that subsequent events and developments will cause the Company's views to change. However, while the Company may elect to update these forward-looking statements at some point in the future, the Company specifically disclaims any obligation to do so. These forward-looking statements should not be relied upon as representing the Company's views as of any date subsequent to April 11, Blackboard, in its sole discretion, may delay or cancel the release of any product or functionality described in this presentation.

3 Just another day at the office Call Spikes Scheduling problems Workforce issues Product issues Retention issues Satisfaction issues Administration mandates

4 If my name is brought up during a meeting with your Regional Sales Manager…that is probably not a good thing. The "TSM" acronym is as popular on the list_serv as WYSIWYG, SSL and TIA. The best hiring strategy has been giving job offers to our most vocal clients. My job description includes being a “faculty and student apology” ghost writer for your Provosts and CIO’s. What have I learned 18 months into the job?

5 What are we doing now? Building and measuring your Help Desk The future of self-service and business intelligence Discussion Points

6 Rely on Dedicated Resources Interact through 2 dedicated Points of Contact -Account Manager and Technical Support Manager CLIENT # Technical Support Manager Greg Poland X 1234 Account Manager Michael Weber X 2833

7 Global Call Center Follow The Sun Model – 70 Support Representatives – Five Global Support locations – VOIP Telephony System integrating global offices – Global CRM tool Washington, DC Phoenix, AZ Netherlands Japan Singapore

8 Self Service - Behind the Blackboard ® Comprehensive web-based service center –Used by 7,000 system administrators and 165,000 students and instructors –Research 2,300 Knowledge Base Articles Managed by over 70 Support and Development staff –Review product-related documentation –Manage personalized account information –Create, view and update support cases

9 The Blackboard ® Community Users Conference Client Advisory Boards Listserve Behind the Blackboard Regional User Groups Developer Community

10 Building Blackboard Client Support Users Products Processes Performance Measurements Roles & Responsibilities Supporting Technology

11 Building Your End User Support Users Products Processes Performance Measurements Roles & Responsibilities Supporting Technology

12 Administration Strategies Impact End User Support Institution Strategies - Vision/Goals/Identity; Products/Services DRIVES Help Desk Strategy - Positioning and value; Processes; Organization; Metrics DRIVES Technology Strategy - What technology when; Benefits; Architecture; Integration

13 People, Process & Technology PeopleProcess Technology Focus on the Process, the People, and the Technology

14 Process Identify and evaluate the 5 core business processes essential to the service delivery process: –Managing End User Requests –Administering Knowledge Resolutions –Analyzing Performance Measurements & Activity Reports –Managing Service Disruption Announcements –Supporting New Products & Services Process

15 People Judgement & Discretion Subject Matter Expertise Experience Skills Interpersonal Leadership Management Communication Problem Analysis Team Transitions New System Development Project Management Budgets & Funding Training & Facilitation Knowledge Management Telephony Systems CMS Oracle Approaching Senior Management Dealing with Difficult People Handling unique circumstances Identify and evaluate the strengths of the people People

16 Technology Avoid additional capital expenditures Leverage existing software Focus attention on the configuration & design as well as the supporting business processes –Incident Management –Knowledge Management –Telephony System Technology

17 Supporting Business Policies & Procedures Business Rules & Configurations Applications Three areas of focus:

18 Critical Success Factors and a Measurable Plan Understand the critical success factors associated with the help desk… –If funding doesn’t happen… –If the new case tracking tool does happen... –Leadership What are the key components to a well developed plan. –Logical Organization –Measurable Tasks –Identified Milestones –Distinct Roles & Responsibilities –Properly “Paced”

19 Key Performance Indicators End User Satisfaction Employee Satisfaction Costs/Productivity Goals Organizational Maturity Goals

20 The Pillars of a Help Desk PeopleProcess Technology Key PerformanceIndicators Measured Plan Critical Success Factors Self Service Business Intelligence

21 Innovative Self Service How to save money and please end users at the same time Self Service for better service –Poor system make end users angry –Can lose touch with end users –Can be a waste of money –Can take longer Huge gains to be made in efficiency and user satisfaction – as well as major new business opportunities (and challenges)

22 Innovative Self Service Focus on bottlenecks Prove end user benefit Keep it simple and fast Promote self-service clearly Reward end users for their effort Be ready for sharp peaks in demand Make sure users can get easy help Listen to what users are saying Plan for down-time / extra capacity Be ready for third-generation technologies and plan now for re-tooling within five years

23 Business Intelligence Solutions Evolution of data analysis –Reporting What is driving call volumes? –Analytics How do user segments really affect call handle times? –What is driving decisions? –Business work flow is decided ahead of time and data drives the automated process Drive an end user experience that improves experience

24 The Pillars of a Help Desk PeopleProcess Technology Key PerformanceIndicators Measured Plan Critical Success Factors Self Service Business Intelligence Listen to your end users!!

25 You aren’t changing the product names again, are you? Thank you for having patience and helping us get back online! We look forward to NOT having to call you soon... The Technical Support Manager (whose name we can’t remember) has provided us with excellent support. Online support was negligible while Blackboard tech support (human-based) was excellent. I feel silly saying I am running Blackboard Learning System™ version 6.1 App Pack 2 Service Pack 3 Hotfix 5 with Patch 3. Where is Volker and what have you done to him? Please get better on-hold music. Feedback from clients

26 What are we not doing to meet your support expectations? Has the TSM model changed your perception of Support? What one thing would you like to see changed about the support experiences with Blackboard? Questions and Discussion

27 Thank You!


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