1. Leveraging the Avionté Support Center
Announce:
Questions at the end
Pen and paper in front of you
You’ll need a device with internet for this presentation
This presentation is available in the Guidebook app as well as the knowledge base
Luke Price – Manager, Technical Support
Tony Poetz – Manager, Technical Writing

2. Objectives
Improve your support efficiency
Identify benefits
Identify contact methods
Share important KB articles
Efficiency – There are good practices to quickly get you past an issue with the application and back to your business
Benefits – If you can save time by using the knowledge base instead of calling or can submit a ticket with proper data – it helps all of us.
Contact – contact info to get to the kb, submit a ticket, call us
KB articles – we have articles and you don’t need all of them. We’ve written a lot of specific content for specific users. We’ll highlight the most useful articles for everyone.

3. Metrics
Stats

4. Stats – Support in a week
Calls
802
Call wait 3m
Call time 8m
Tickets received
711
Tickets solved
701
Luke

5. Comparative – Support ‘16 v. ‘17
Calls
681
802
Call wait 1m 3m
Call time
8m 15s 8m
Tickets received
565
711
Tickets solved
563
701
2016
Luke
2017

6. Stats – Knowledge Base in a week
Users
2669
Sessions
4984
Pages viewed
20,324
KB articles
2330
Tony
How many users do we have? 13000? ANYONE can use the KB. You don’t need a login. You need a login to do some things such as submit a ticket, but not to see content in the KB
This is your online manual.
There is a drop-down menu in the application.
If you’re a super user, you don’t want people coming to you with questions…empower them to access the knowledge base.
5/14/17 – 5/20/17

7. Comparative – KB ‘16 v. ‘17
Users
1859
2669
Sessions
4526
4984
Pages viewed
19,818
20,324
KB articles
1800
2330
2016
EVERYONE CAN USE – DON’T NEED TO SIGN IN
2017

8. Resource – Knowledge Base
Tony
Benefits
Layout
Usage
Important Content

9. Benefits of Using the Knowledge Base
Saves Time Avoid waiting for a response or available representative
Spend less on training; keeps product costs stable
Saves Money
Anytime, anywhere
Reduces Dependency
Accelerates Development Focus is on building rather than resolution
Tony
Accelerates development – A company has a budget that translates to staff. If budget can be decreased in one department, it can be increased in another.

10. Knowledge Base Tony Power users can leave comments and follow articles
Structure
Browse
Search
Comment section
Important articles
Tony
Power users can leave comments and follow articles

11. Knowledge Base – Browse & Search
Tony

12. Most important articles:
Knowledge Base
Most important articles:
Reports & AQs
Payroll Correction
New in the Knowledge Base
Release notes – Suite & Aero
Tony

13. Knowledge Base – Follow & Comment
Tony

14. Find this item – first person to find it wins a prize.
Group Activity
Find this item – first person to find it wins a prize.
support.avionte.com
Tony

15. Find these items – first person to find each wins a prize.
Group Activity
Find these items – first person to find each wins a prize.
The name of the last tab on the ACA Companion Application
Tony

16. Resource – Ticket System
Luke
Usage
Users
Ticket Data
Tracking

17. Submit a Ticket
Luke

18. Ticket Best Practice – Make Better Screenshots
Snip it
Built in Windows Utility
Quick and easy
Very basic
Jing
Completely free
Somewhat limited feature set
Includes Video capture
Greenshot
Rich feature set
Same tool Avionte uses
Luke

19. Submit a Ticket
Luke

20. Submit a Ticket Luke What Creates a case for Customer Support When
24/7/365
Where
support.avionte.com
Who
Power Users/Support Center User
Luke

21. Who can submit tickets? Power User Admin Tools Access
Empowered to manage internal support process, Avionte Experts
Can approve billable time or application changes
Limited for your safety and security

22. Submit a Ticket – What makes a good ticket?
Who
What
Where
When
Why

23. Submit a Ticket – Urgent Priority
Urgent Request
Can’t complete payroll or cut invoices
Users cannot log in
Under Audit
Cannot accept new applicants
Luke

24. Ticket Best Practices Full-Screen Screenshots
Gives valuable context clues
Representative Examples
Even if it’s affecting every such entity
Leverage Resources
Knowledge Base Articles
Prior tickets

25. Resource – Calling
Luke
Number
Regular Hours
On-call Hours

26. Phone Luke 877.4AVIONTE Toll Free FIFO Regular hours 7am – 7pm Central
Full Technical Support team
On-call hours
7p – 7a
Weekends
We always have agents on-call
Luke

27. Best Practice – When to call
Business Critical
If you have an urgent issue, we want to hear about it immediately.
Please create a ticket in the support center and reach out as soon as possible.
Complex Issue
May be difficult to know what information to capture
Please create a ticket in the support center and reach out as soon as is convenient.
Time Bound
Known deadline
Please create a ticket in the support center and place a call to the support line.
Luke

28. Best Practice Always have a ticket number ready when calling
Review tickets before placing new request
Ensure users know their internal escalation path for reporting issues and have self-service tools available to them.

29. Takeaways
Luke

30. Organizational ticket review
Are open tickets still an issue?
Are open tickets ready to be worked?
Does my team know the process?
Is my team utilizing the Knowledge Base?
Do we have the right Power Users in place?
Luke

31. What We’re Doing to Help
Process
Triage and ticket routing
Enforcement of existing policy
Personnel
Training merges with Support
Addition of senior team members to support team
Data
Redesign of internal system
Feedback mechanism

32. Questions