VOCI Final Presentation

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Voice of the Customer Initiative Final Presentation

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  • 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

    1. 1. IS&T Summer Intern Group 2013 Voice of the Customer Initiative
    2. 2. Problem Scenarios Disclaimer: The names of the following users have been changed to maintain confidentiality. The scenarios are, however, based on true occurrences.
    3. 3. © Copyright 10/8/2013BMC Software, Inc 3 Customer: John Doe Task: Share documents with BMCers in India and France Problem: Cannot access Dropbox Action: Opens ITSM ticket, waits a couple of days for a response, posts on All BMC Chatter group about the issue Scenario 1 - Impatience “Does anyone know if dropbox *is+ still banned by BMC’s Airwatch policies?”
    4. 4. © Copyright 10/8/2013BMC Software, Inc 4 Customer: John Doe Task: Share documents with BMCers in India and France Problem: Can not access Dropbox Action: Opens ITSM ticket, waits a couple of days for a response, posts on All BMC Chatter group about the issue Scenario 1 - Impatience This is a customer who used Chatter as a second channel for IT-related help after getting impatient with ITSM.
    5. 5. © Copyright 10/8/2013BMC Software, Inc 5 Customer: Judy Bloom Task: Design BMC website Problem: Does not have VPN hardware device Action: Opens ITSM ticket and quickly receives a response she’s not happy with, complains about IT service on a post in Office @ Home Employee group on Chatter Scenario 2 - Complaints “If you are WFH full time, you should really consider getting a VPN hardware device. You can get them on Ebay for about $150 (you don't need to get the $800 IT will tell you)…”
    6. 6. © Copyright 10/8/2013BMC Software, Inc 6 Customer: Judy Bloom Task: Design BMC website Problem: Does not have VPN hardware device Action: Opens ITSM ticket and quickly receives a response she’s not happy with, complains about IT service on a post in Office @ Home Employee group on Chatter Scenario 2- Complaints This is a customer who used Chatter as a channel to voice her anger with IT’s response to her problem.
    7. 7. © Copyright 10/8/2013BMC Software, Inc 7 Customer: Jeff Smith Task: Apply Bayes’ Theorem on algorithm Problem: Can not view Bayes’ Theorem Wikipedia page in English Action: Posts a complaint in Chatter’s All BMC group Scenario 3 - Sole Channel “Why is the English language version of Wikipedia being blocked from the BMC network?”
    8. 8. © Copyright 10/8/2013BMC Software, Inc 8 Customer: Jeff Smith Task: Apply Bayes’ Theorem on algorithm Problem: Can not view Bayes’ Theorem Wikipedia page in English Action: Posts a complaint in Chatter’s All BMC group Scenario 3 - Sole Channel This is a customer who used Chatter as his sole channel of communication with IT (and the entire BMC).
    9. 9. © Copyright 10/8/2013BMC Software, Inc 9 With 6000 employees, such scenarios happen on a daily basis. Our Goal… To help IT gain visibility into issues affecting BMC through SFDC Chatter in addition to formal ITSM Incident Management application Goal
    10. 10. Project Roadmap
    11. 11. © Copyright 10/8/2013BMC Software, Inc 11 Project Overview
    12. 12. © Copyright 10/8/2013BMC Software, Inc 12 Step 1: Know Your Data Sandbox Excel Posts and Comments Ticket information
    13. 13. © Copyright 10/8/2013BMC Software, Inc 13 Step 2 : Evaluate External Options Features Indicee Semantria Splunk Real time processing    Integration with help desk (ITSM)    Sentiment Analysis Capability    Text Analytics Capabilities    Adoption or Usage    Posts and comments, groups, follows, likes, tags, files    Platform SFDC Excel or API Splunk Speed Fast Fast Very Fast Scalability    Algorithm None Highly Tweakable Manual Process Implementation time < 1 Day < 1 Day < 1 Day Market Presence (# of customers) 1.1M users/month 450 6200 Experience handling Chatter data    Supports multiple sources of data    Socialization across the enterprise    Dashboard creation ability    Reports creation ability    Total cost of ownership $20/user/month $1000 for $5k Perpetual License 100k Transactions Plus Annual Fees OR $2k Annual License No Annual Fees Products Sentiment Analysis and Text Analytics Software Comparison Chart Splunk isn't capable of performing sentiment analysis. Splunk is more of a manual process than we are looking for. Additional Comments Indicee isn't capable of sentiment analysis. It can monitor tags and likes. Indicee is more for simple metrics. Free trial up to 15,000 posts. Capable of Themes, Categories, Query Searches, and Sentiment Analysis. • Monitor Chatter usage • Identify top tags • Perform deeper analysis than Indicee • Could not identify trending topics • Create themes • Categorize posts • Query search • Perform Sentiment analysis
    14. 14. © Copyright 10/8/2013BMC Software, Inc 14 Step 3: Import Data Connected to SFDC Sandbox Connected ITSM Incident Excel Data • Connects with salesforce.com • Integrates with 3rd party APIs • Allows drill-down
    15. 15. © Copyright 10/8/2013BMC Software, Inc 15 Step 4: Extract Text and Analyze Sentiments “If you are WFH full time, you should really consider getting a VPN hardware device. You can get them on Ebay for about $150 (you don't need to get the $800 IT will tell you). Look for the Netscreen 5 GT or XT (or better). Dealing w/ the SSL vpn is such a nightmare for a variety of reasons” QlikView Script Business Service : Network and Telephony Technical Service : VPN Chatter Post Netscreen 0.273924 nightmare -0.725498 reasons -0.657431 SSL vpn -0.581077 Overall Sentiment: Negative Keyword sentiments:
    16. 16. © Copyright 10/8/2013BMC Software, Inc 16 Step 5: Create Dashboards and Report This is the home page of the dashboard. It is divided into 4 main sections. Ongoing documentation of requirements, processes, and deliverables since Day 1.
    17. 17. © Copyright 10/8/2013BMC Software, Inc 17 Reasons for the Dashboard Business Goals • “.. consolidate multiple collaborative channels into a single view…” Technology Goals • Construct an algorithm for data mining • Develop a channel that can present the results Project Goals 1.Meets Requirements Additional Stakeholder Requests • Sentiment Analysis • Drill-down capabilities • Mapping of Chatter posts with ITSM tickets • Ticket creation from Chatter 2.Fits Timeline Definition Planning Execution Delivery 3. Optimizes Resources IS&T Kickoff Executive Kickoff Mid-term Report Final Presentation June 10th June 17th July 12th August 8th 4. Adds Value to Current Reporting tools
    18. 18. © Copyright 10/8/2013BMC Software, Inc 18 Qlikview Dashboard Demo See It for Yourself!
    19. 19. Features and Results
    20. 20. © Copyright 10/8/2013BMC Software, Inc 20 Dashboard Details FeatureName FeatureDescription Dashboard A combined display of usage and IT-related posts and comments within Chatter and ITSM Incidents ticket data Trending Topics A list of the top IT-related issues in Chatter and top causes for the creation of ITSM Incidents tickets Sentiment Analysis View of the sentiment of each IT-related post on Chatter (from highly negative to highly positive) Drill-down Capability Dashboard capability that enables a user to look deeper into specific filters of the Chatter and ITSM data Example Uses • Dashboard was designed to be self-service and used intuitively for the following: • Visibility into Chatter posts, ITSM Incidents, and overlaps between the two information sources • Highlight trending issues in Chatter posts and comments • Ability to monitor frequency of complaints and sentiment toward technical services using drill-down capabilities • Identification of which services are most effective and which cause the most issues
    21. 21. © Copyright 10/8/2013BMC Software, Inc 21 Trending Keywords – User Level
    22. 22. © Copyright 10/8/2013BMC Software, Inc 22 Trending Keywords – User Level
    23. 23. © Copyright 10/8/2013BMC Software, Inc 23 Trending Keywords – User Level
    24. 24. © Copyright 10/8/2013BMC Software, Inc 24 Sentiment Analysis – User Level
    25. 25. © Copyright 10/8/2013BMC Software, Inc 25 Sentiment Analysis – User Level
    26. 26. © Copyright 10/8/2013BMC Software, Inc 26 Sentiment Analysis – User Level
    27. 27. Conclusion
    28. 28. © Copyright 10/8/2013BMC Software, Inc 28 Dashboard Limitations FeatureName FeatureDescription Ticket Creation Creating an ITSM ticket for a user or an issue based on a specific Chatter post or a trending IT issue in Chatter Real Time Updates Scheduled update of data sources in order to provide up to date trending IT-related topics in Chatter and ITSM Incidents Web app dashboard Taking the dashboard that we have created in QlikView and creating a web app from it Direct User Contact Ability to create an email from the application in order to contact a user about their issue Alert System Metrics to create alerts if new issues appear or trending topics change Impact Score Generateand impact score on a post based on number of likes, comments, commenters, and sentiment
    29. 29. © Copyright 10/8/2013BMC Software, Inc 29 Best Practices Business analytics on combined data from Chatter and ITSM can help make better decisions faster - BMC has the products in place, but would benefit from improving how they are used, and how the data is organized and viewed - By implementing minor usage changes, the value of these tools can increase significantly Improve data organization using simple, pre-defined hashtags - Helps to transform large unorganized data into workable information - Ex: #ITRequest, #Sales, #SuccessStory, #OfficeAtHome, #Knowledge, #Innovation Promote and Encourage Best Practices - Use those with high influence scores (based on followers, comments and likes) to demonstrate best practices - Empower key stakeholders to drive user adoption of the best practices
    30. 30. © Copyright 10/8/2013BMC Software, Inc 30 Reduce I.T. Friction with the help of Social Media An astonishing 86% of the end-users the report studied lost an average of 18 work hours a month (that’s 5 full weeks a year) because of I.T. issues, to the tune of over $100 billion in losses – Forrester Research Increase in employee engagement leading to better productivity Faster problem identification and solving by collecting data from multiple sources Research indicates that 70-80% of enterprise information resides outside of databases in unstructured fashion Creation of an easily accessible internal knowledge source Value Proposition
    31. 31. © Copyright 10/8/2013BMC Software, Inc 31 Future Steps • Ticket creation • Email follow up • Real time updates • Alerts • Impact metrics Dashboard Implementation • Business – Identify opportunities to maximize sales or improvements in technical services • I.T. – Gain insights on top trending problems and issues and be proactive Dashboard Usage
    32. 32. © Copyright 10/8/2013BMC Software, Inc 32 Lessons Learned Technical Skills - Collect, analyze and organize data from multiple data sources - Learn and use BI tools Communication - Importance of group collaboration and internal communication as a team Time Management - Scheduling and Prioritizing work and tasks- Group project and Individual project Teamwork - Identify and play to the strengths of each team member - Task and resource allocation
    33. 33. © Copyright 10/8/2013BMC Software, Inc 33 Learn more at www.bmc.com Thank you BMC Software

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