1. Esri International User Conference | San Diego, CA Global Support Summit 2011| Online Support Resources Update Sanjay Lala 7/10/2011

2. Agenda Mission/ goals Updates from last Global Support Summit Team changes Content search changes CRM Migration project - Rationale for change - Goals - Demo - Next steps Questions Esri Confidential - Not for Redistribution

3. Mission Using Web technologies to support Esri’s customers and to help in creating a globally consistent support experience Esri Confidential - Not for Redistribution

4. High Level Goals Set up Integrated, Enterprise level systems for Support interaction management. Implement Knowledge Centric Support Improve content development, processing and delivery capabilities Move towards a globally consistent Online Support experience for our users

5. Major Projects: 2010-2011 My Support Chat Support Content Migration Events/ Appointments site Wiki enhancements Japanese Wiki Search changes Esri Confidential - Not for Redistribution

6. Highlights from GS-EPC 2011 Investments made in: Dedicated resources for Content, Projects & CRM Quality and usability of the support site Enterprise systems to support future growth - Salesforce.com Tools to reduce ATR Investments made in: Dedicated resources for Content, Projects & CRM Quality and usability of the support site Enterprise systems to support future growth - Salesforce.com Tools to reduce ATR Some items we are working on,: Search improvements CRM Migration Nurturing the support user community Some items we are working on,: Search improvements CRM Migration Nurturing the support user community Promises we kept: My Support: email-based integration with CRM systems Content migration from Resource center to Support Beta community site Promises we kept: My Support: email-based integration with CRM systems Content migration from Resource center to Support Beta community site

7. Recent additions to the OSR team Richard Alden: Documentation Lead Richard Alden: Documentation Lead Vin Thomas Project Lead Vin Thomas Project Lead Kirsten Alvarez Web Content Editor Kirsten Alvarez Web Content Editor Joseph Mayfield Technical Writer Joseph Mayfield Technical Writer Esri Confidential - Not for Redistribution

8. Support site changes: Content Content Migration from RCs to Support Focus on content generation and delivery - Streamlined processes for content generation - Proactive tech editing Using search logs for content Ideas Esri Confidential - Not for Redistribution

9. Search changes Advanced search options: - Popular links/ Key matches - Meta tags SERP changes - Filters on left hand Nav. - Meta descriptions as a chevron - Search FAQs Support search Integration for esri.com home-page User recommended search ranks Bookmarks enhancements Synonyms for search Esri Confidential - Not for Redistribution

10. CRM Updates

11. Rationale for change Ageing Support CRM Dependence on Citrix for remote sites ~5 year old version in use: Static Maintenance issues due to Technology limitations Limited flexibility that impacts Analysts workflows, Offsite support performance & Hosted support services Limited localization ability Limited reporting capabilities Multiple integration points for sales & support functions Esri Confidential - Not for Redistribution

12. Reducing complexity Esri Confidential - Not for Redistribution CTI (Genesys) SAP Nimbus (Pivotal) Nimbus (Pivotal) SSRS My Support Webform Avaya Phone Trunk Avaya Phone Trunk Chat Citrix Customer Analyst/ Redlands Analyst/ Remote KB WMS KB WMS Used by remote users Attachments KB (CMS) Coldfusion Framework COMPLEX?

13. Knowledge management Bug Management/ Hotfix Workflows/ Bug Management/ Hotfix Workflows/ Collaboration Incident Management Workflows Incident Management Workflows Persona driven access to functionality Desktop Browser Mobile SF Service cloud Multiple ways to access Esri Confidential - Not for Redistribution

14. Persona Driven Different views for different users Profile driven access to data Casual User Browse Search View forums View Ideas View knowledge content Create Bugs View beta homepage Casual User Browse Search View forums View Ideas View knowledge content Create Bugs View beta homepage Premium Authorized Maintenance Paying User + Get priority routing Create premium incidents Escalate incidents to premium TAL centric workflows Premium Authorized Maintenance Paying User + Get priority routing Create premium incidents Escalate incidents to premium TAL centric workflows Logged-in User Casual User + Edit/ contribute to forums Edit/ contribute to sites Participate in some betas Comment on/ rate Articles Logged-in User Casual User + Edit/ contribute to forums Edit/ contribute to sites Participate in some betas Comment on/ rate Articles Maintenance Paying User Logged in User + Create new incidents Chat with analysts Interact with your incidents Interact with your bugs Interact with sys profiles Run Incident reports Maintenance Paying User Logged in User + Create new incidents Chat with analysts Interact with your incidents Interact with your bugs Interact with sys profiles Run Incident reports ID Contact Maintenance Paying User + Search all bugs Additional info on incidents Additional fields on Incident forms ID centric workflows ID Contact Maintenance Paying User + Search all bugs Additional info on incidents Additional fields on Incident forms ID centric workflows Esri Confidential - Not for Redistribution

15. Knowledge Centered Support Integrate creation and maintenance of knowledge into the problem solving process Evolve content based on demand and usage Reward learning, collaboration, sharing and improvement Critical Components of KCS: - KB integrated with CRM - Search (Kube –like) - Content workflows - Training Challenges - Need for a global KB - Translation and Localization Implementation of KCS will allow us to unify support knowledge & help support our global customer base thru the IDs

16. Feature Rich Esri Confidential - Not for Redistribution Portal Dashboard Workflows Reports Knowledge Collaboration Localization Flexiblity Ideas Workspaces

17. Benefits Integrated Platform with several new-age features Cloud based system – eliminates the need for Citrix Growing - enhancements every quarter/ Apps Flexible workflows: easily customizable 16 languages available for localization out of the box. Supports vendor driven localization thru a translation workbench Robust reporting (With field level access control.) Unified - 360 O view of the customer Esri Confidential - Not for Redistribution

18. Tiering process for Distributors Tier -1 Group Lead Tier -2 Escalation Tier -1 Group Lead Tier -2 Escalation Tech assist Webform The incident is cloned to create a parent child relationship - any changes made to the child are visible to the parent

19. Demo Customer view - System Profile maintenance - Incident creation - profile based inputs - Notes addition - Attachments - Profile management Analyst view - Cases, comments - To-do list - Emailing - Transfer Chatter Hosted support - Incident generation Esri Confidential - Not for Redistribution

20. To-do list for the next year Focus on Infrastructure augmentation Focus on content delivery - Structure/ Metadata - Search optimization - Localization Enabling Value added services Partnership opportunities for IDs - Content generation - Localization & Delivery Infrastructure for community development Esri Confidential - Not for Redistribution

21. Questions Esri Confidential - Not for Redistribution

22. Project Esri Confidential - Not for Redistribution

23. Project Approach Collect process and feature requirements in a Requirements Matrix Develop workflow diagrams and detailed business requirements Create prototypes to validate workflows in Salesforce Provide necessary information to the IS team to build the solution Test Train Deploy

24. Requirement Gathering Iterative requirement gathering - Step -1 : As is process documentation - Step – 2: SIPOC (Requirement matrix development) - Step – 3: Prototyping

25. Draft timelines for CRM Implementation Sl. No.MilestoneApr-11May-11Jun-11Jul-11Aug-11Sep-11Oct-11Nov-11Dec-11Jan-12Feb-12Mar-12Apr-12 1 SIPOC/ BRD initial review complete ****** 2 Preliminary technical design document for SF workflows ****** 3 Mock ups for SF workflows/ reviews with Ops/ Business/ Other stakeholders ********* 4 Technical Design - Object Model ****** Integrations ********* Data Migration plan ********* 5 Development of Workflows/ Reports/ Sites on Salesforce ********* *** 6 Development on CTI/ SAP Side ****** 7 Testing / Training development ****** *** 8 Training ********* 9 Data migration and validation ****** 10 Cut Over ****** Assumptions/ Notes 1This is a preliminary/ High level plan only for the purpose of initial discussions. Effort estimation and scheduling TBD to follow these timelines 2Does not include Globalization considerations 3Assumes coverage based on the current SIPOC/ BRD, which is still evolving and is based on the current understanding of SF technology

26. Background/ Rationale Current StateFuture State Ageing Support CRMIntegrated Platform with several new-age features Chatter Community tools - Ideas, Answers Customer portal Self service enabled User persona driven experience Integrated Knowledgebase Dependence on Citrix for remote sitesCloud based system – eliminates the need for Citrix ~5 year old version in use: StaticGrowing - enhancements every quarter. Tons of free/ paid apps that can be leveraged Maintenance issues due to Technology limitations Limited flexibility that impacts Analysts workflows, Offsite support performance & Hosted support services Flexible workflows: easily customizable Limited localization ability16 languages available for localization out of the box. Supports vendor driven localization thru a translation workbench Limited reporting capabilitiesRobust reporting (With field level access control.) Need different integrated apps for sales & supportUnified -360 O view of the customer

27. COMMUNITY FUSION ArcGIS IDEAS ArcGIS WIKI ArcGIS Workspaces ArcGIS Product Certification BP Solutions Exchange ArcGIS Community Blogs ArcGIS Forums ArcGIS Answers ArcGIS BETA Community

28. To summarize Committed to enabling a globally consistent support experience Focus on Infrastructure, process & content Teams in place to support. Need IDs assistance in Content generation and delivery