ease of connectivity with the Sales force database, easy integration with third-party Sentiment Analysis and Text extraction connectors/API’s and excellent data interactivity as well as visual drill down.
Due to the limited time we had to complete this project, there were some features that we had thought would be useful in the dashboard, but that we didn’t have time to implement. We focused on prioritizing the features Real time updates- the data we’ve been working with is from Sandbox which is updated ever X months. The data we are using is fairly recent since it is from June, but we currently don’t have realtime updates, but this could be scheduled with a production account.ITSM is currently imported from an excel sheet, which could also be scheduled to be updated.Web app – we used QlikView since we felt it would be the best way to show the relevant information. Ideally, a webapp could be created to show this same information independent of using QlikView
IT friction cause loss of productivity.
We feel that there are two main categories for the “next steps” Some of our suggestions are based on the limitations of our dashboard, and if they were implemented would make for a stronger toolThe other suggestions we have are based more on usage. Although the point of this project was not to rework how people use chatter and ITSM, there are some basic steps that could be taken to drastically increase the benefits that Chatter provides, and to make our dashboard results more accurate. These simple implementations or “best practices” may not be adopted by all, or quickly, but they are already built into the chatter frame work and can help IT. --Chatter has a built in feature where it already groups posts with the same hashtags together. This would make it easy for an IT Person to go in and see if any issues had multiple posts and would also help with trending topics or issues. Adoption rates may be slow at first, but as hashtags are used more frequently, users will catch on. Showing the benefits of these hashtags and that issues get responded to quicker will lead to a quicker adoption rateUse the users with “high influence” to start these changes and others will hopefully followPost grouping and bucket creation for specific topics- Use when related to ideas and innovations as well as operational process and product improvements into one bucket called ideas give IT visibility into ideas of employees and spurs product innovation in the company
VOCI Final Presentation
IS&T Summer Intern Group 2013
Voice of the Customer
Disclaimer: The names of the following users have been changed to maintain confidentiality. The
scenarios are, however, based on true occurrences.