Support

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Support
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Agenda

• Update
• Progress is being made...
• New Processes
• Knowledge Base
• Logging Calls
• Moving forward
• Upgrading 2.0 Process
• Feedback..
• How can improve?

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UpdateProgress is being made.
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UpdateProgress is being made.

• Total Calls from November 2005 to October 2006
  1658 Incidents
• Total Outstanding Calls 41 Today

5
Update New Processes

• Better defined processes
• More communication with Customers
• Will improve
• Better understanding of the issue
• Quicker Resolution of the issue
• Better transfer of Knowledge with the customer

6
Update Knowledge Base

• Now documenting support and implementation
  knowledge
• Structured along the same lines of the
  CentralCommand Menu
• Easier to find the solution
• Less dependent on support to solve problems
• Will drive more knowledge creation from the
  support team

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Update Knowledge Base
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Update Logging Calls

• Changes to entry of calls
• Changing fields to mandatory
• Predefined dropdowns
• Better reporting
• Identifying root cause of issues
• To improve knowledge across entire company to
  improve services all around.

9
Upgrading to 2.0

• Beta testing completed..
• New Customers are being implemented on 2.0
• In process of scheduling exist customer
  migrations
• First customer to upgrade is JTB?

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Upgrading to 2.0

• What do you have to do
• Create test environment
• Cannot operate on same client PCs
• Different VBA, Report Engines are required
• Will require separate test application box and
  client
• Replicate feed or copy message files
• Develop test plan ATIS Developing a base
• Customizations
• Reports
• Critical functions
• Recommend Non-critical functions as well

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Upgrading to 2.0

• What do you have to do
• Any issue must be logged with support
• Identify as test environment call
• Version 2.0
• Participate in training
• Webex classes
• Onsite Consulting
• Classroom
• Self training
• Sign off by both support customer..
• Want to ensure that adequate testing has been
  completed.
• Ensure minimal impact of both support and
  customer processes

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Feedback

• How can we improve?