Maximizing the Value of your TechConnect Support Agreement

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Real-time access to support is critical in today's demanding production environments. Having support available in a variety of formats is key to meeting the needs of different users. Keeping ahead of the curve, TechConnect has implemented numerous enhancements to the online and phone tools and support features available to you via the Support Center including Knowledgebase, Submit a Question, Live Chat and User Forums. Our Cisco-certified engineers can not only support, but also monitor your infrastructure, helping you quickly diagnose issues to get you back up and running as quickly as possible. The richness of our online and phone support experience can help you be more productive, saving you time and money!

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Maximizing the Value of your TechConnect Support Agreement

  1. 1. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. PUBLIC INFORMATION TechConnectSM Support Your trusted resource for knowledge and support
  2. 2. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Are You Prepared for Tomorrow?  “Between 2010 and 2012, the cost per hour of downtime increased, on average, by 65%.” (“The Cost of Downtime is Rising”, Dick Csaplar - Aberdeen Group)  “The difficult economy can drive broad cuts in maintenance. This causes expensive reactive activities to displace preventive tasks at an increasing rate, leading to a downward spiral in capability. Instead, [manufacturers should] optimize without compromising capability.” (2010 Mobility for Asset Management Worldwide Outlook report, Ralph Rio - ARC Advisory Group)  An estimated 10 million jobs with manufacturing organizations cannot be filled today due to a growing skills gap. (“The Future of Manufacturing Opportunities to Drive Economic Growth,” World Economic Forum) 2
  3. 3. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Trends That Impact Support  Lack of expertise, especially on older equipment  Reduced number of internal engineering, maintenance and IT staff  Decline in control systems knowledge  Increase in control system complexity  Lack of higher level, internal support on 2nd and 3rd shifts Issues are more urgent due to interoperability of the products
  4. 4. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. TechConnect Support Value  Optimize control system performance  Improve Overall Equipment Effectiveness (OEE)  Product coverage at every stage of life, from current to legacy equipment and software  Normalize control system expertise at the plant  Assist in reducing maintenance time and costs We’re here to help no matter what your question – not just when you’re down!
  5. 5. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.  Software Maintenance – Extend functionality and improve your users’ experience – Download updates or request media shipments – Receive replacement media in case of emergency  Comprehensive Online Support – View an archive of answers and solutions cultivated from actual support cases in our Knowledgebase – Submit question online or chat live with our highly trained technical support engineers – Manage your telephone and online interactions, product notifications and favorite content – Effectively manage training needs/budget and improve employee performance with Training Advisor  Real-Time Telephone Support – Connect real-time in your local language with specialists who can help install and configure, troubleshoot or diagnose to expedite resolution on complex technical issues. – Remote desktop troubleshooting, surveillance, diagnostics and administration – Leverage support when you need it, 24x7x365 What Is TechConnect Support?
  6. 6. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. TechConnect Support Program
  7. 7. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Receive real-time support from engineers via live chat and phone. Consider this team an extra team of engineers for your facility. Product Support Product Support includes: – Access to Training Advisor – Software maintenance to deliver important in both digital and hardcopy formats – Remote desktop troubleshooting “Engineering answered my question and went above and beyond what was asked for and prevented other issues from occurring.” Greg Critton, Business Development NS Controls
  8. 8. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Receive all the benefits of Product Support, but with one point of contact. For every call or ticket opened, a single engineer will walk you through the entire process to get your questions answered quickly. System Support Product Support includes: – Access to our remote access and alarming options – Live genius webinars covering popular technical automation topics with the opportunity to ask questions and interact with presenters “Genius webinars help fill in gaps in my skill set. They provide more in-depth instructions on a narrow topics.” Stan Cook, Advanced Manufacturing Engineer Honeywell
  9. 9. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Our most comprehensive, flexible and tailored support offering. We can build you a service package that fits the exact needs of your operations and actively minimize downtime events. Application Support Application Support includes: – Designated team trained specifically on your systems – Support tailored to your application – Surveillance, alarming and data archiving – Application-level administration – Site-specific knowledge management “The (Application Support) service is critical in helping us avoid equipment and product damage. The support we get from the staff is phenomenal. It’s like having someone continuously standing over your shoulder, constantly pointing out potential problems and then letting you know how to correct them.” Ron Mahan, Plant Engineer Centria
  10. 10. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Self-Assist Support gives you important tools to enable your maintenance staff to support your facilities. Self-Assist Support Self-Assist Support includes: – Software updates downloads – Access to our online Knowledgebase, which offers the ability to submit questions and an archive of answers, forums to interact with peers and video tutorials “The Support Center is well- organized and a wealth of information. I mainly use the Knowledgebase, access manuals, tech notes and possible hardware configurations for our systems.” Brian Vanis, Senior Instrumentation & Controls Engineer Rentech Boiler Systems Inc.
  11. 11. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Accomplish Your Business Goals Service Level Application Support System Support Product Support Self-Assist Support Customer Rajesh, Owner/OEM Kai, Process Engineer Howard, Support Engineer Jerry, Maintenance Engineer Goals • Build and ship three machines per week • Continually improves processes • Ensure customer specifications are met to keep satisfaction high • Implement programs to increase efficiency and lower lifecycle costs • Develop, apply capital improvement projects • Ensure smooth production processes • Provide professional execution and timely delivery • Maintain high customer satisfaction • Promote teamwork to improve quality • Reduce unplanned maintenance, failures • Improve production up time • Increase machinery lifespan • Ensure safe work environment Outcome “Rockwell Automation designated a unique team of support engineers to partner with and support my application. After visiting my site and becoming familiar with my application, they were able to identify potential problems that would have caused downtime. Because of these improvements, I have been able to continue steady production and meet the my expectations and the expectations of my customers.” “ When I need assistance, I work with a dedicated, single point of contact who owns my tickets from start to finish. Every month, I’m invited to participate in a webinar to learn the best practices for using particular products and technologies. These features have allowed me to better implement process improvements with no disruptions to our business processes.” “Having training advisor included with TechConnect has been a key for me. I’ve been able to utilize it to identify where knowledge gaps exist on the maintenance staff and help determine where we should invest our training dollars. It’s allowed us to be more strategic and drive quality.” “I’m able to support our line by myself, but having access to online tools and software downloads have made me more efficient. The archive of questions and answers have been key to me because I’ve found many of the challenges I have encountered have been addressed!”
  12. 12. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Global Support – 24x7x365
  13. 13. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved.  Availability – Global Customer Support Center network provides help anywhere in the world with real-time response levels – 24x7x365  People – 350+ technical support specialists with in-depth product knowledge and industry experience – 11+ years average industrial automation experience  Process/Technology – State-of-the-art call management system – Fully-equipped workstations and in-cube labs to simulate your problem and solve it quickly – Over $10M in hardware and software infrastructure • Training – Annual training program to maintain and build competency – Technical training in product disciplines – Third Party Training • Microsoft (over 300 Microsoft certifications) • Encompass Partners Who Will Help Me?
  14. 14. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. 14 Maximize Your TechConnect Experience Leverage the following online support tools to get the most out of your support agreement Training Advisor - Assess employee competency - Generate training strategy - Receive maximum return on training investment Genius Webinars - In-depth webinars on technical topics - Interact with presenter - View or download archived sessions Support Center - Archived questions and answers - Interactive forums - Submit questions online - Live chat
  15. 15. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Rockwell Automation Support Center Online Tutorials (A user account is required to view these videos)  A user account is required to view these videos. Sign up now, it’s free!  Get the most out of the Support Center!  Create an Account  Search for Answers  Use Interactive Forums  Submit Questions Online  Chat Live with an Engineer
  16. 16. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. 16 “Speed up the authentication process … Too much time is taken to identify the caller”  System attempts to identify you via Caller ID  Call routed based on your identity  If Caller ID search does not find you the system now prompts you for:  TechConnect Customer – Authorization Number  Rockwell Automation Employee – eight digit employee ID  Rockwell Automation Distributor – SAP Business Partner ID (BPID) New Telephone System – What’s Different?
  17. 17. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. New Telephone System – What’s Different? 17 “The long, long quantity of menu selections on the phone dial in is ridiculous, need to streamline…”  Custom menu based on contract  Eliminated redundant selections  Fewer options to listen to and buttons to press to access an engineer  Fewer buttons to press for access to features such as direct dial and previous ticket routing  Menu order is based on both product installed base and call volume
  18. 18. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. New Telephone System – What’s Different? 18 “I tried to telephone but gave up after being on hold for over 5 minutes.”  Our Average Speed of Answer is 2 minutes 30 seconds but we do experience longer wait times at peak hours  Call-Back assist option allows you to hold your place in line and receive an automated call back  You are free to use your time effectively until the system calls you back
  19. 19. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. New Telephone System – What’s Different? 19 “The phone call in system asks for a ticket number but the engineer had to re-enter it because the system did not give that info to the engineer”  Once the system has identified you, our engineers will know your:  Phone Number (Caller ID)  Authorization Number  Number of Sites  Company Name  Contract Type and Hours  Menu options selected  Ticket Number (if entered)  Many more…  No need to repeat information  More time spent resolving technical issue
  20. 20. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. PUBLIC INFORMATION TechConnectSM Support
  21. 21. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Additional Information Support Center Demo Application Support
  22. 22. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Get Support Now Page The First Time You Visit the Page, You Need to Select Your Region From the Simple Drop-Down Menu
  23. 23. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Get Support Now Page By Selecting a Different Region, You Will Get Country-Specific Information (Such as Local Phone Numbers)
  24. 24. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Get Support Now Page Once a Region is Selected, You can Access the Knowledgebase as well as Many Other Support Tools These can also be accessed directly from ab.com and the soon to be redone rockwellautiomation.com page
  25. 25. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Rockwell Automation Support Center New Layout incorporates a “Home” Screen • Tabs across top show all features available regardless of contract status Helpful support links along the side Useful links to other Rockwell Automation Services Clear area to Log In or Sign Up For a new Support Center Account Convert the Entire Support Center into other languages (more planned)
  26. 26. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Support Center Home Page Easy to Read Tabs/Buttons Along Top • Shows All Available Features to All Users • Some Features Require a Contract • Easy Navigation Once Logged In Your Name and Company Are Clearly Displayed
  27. 27. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. If you do Not Have an Account, Click on “Sign Up” Creating An Account Enter in Required information Including Your TechConnect Authorization Number For Complete Access
  28. 28. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Click on “Search Knowledgebase” You can limit your search in many ways Searching the Knowlegdebase Type in Question As You’d Ask Over the Phone Returns Results based on keywords, Frequency of Use and Rating of the Document. Those Returned First Will have the Highest Relevance to Your Question. Results also returned from the User Forums
  29. 29. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Convert the Tech Note into Other Languages You Can Rate the Usefulness of the Tech Note and Offer Improvements Find The Answer ID Number Find Information About Access Level, Creation Date and Update Date Information Available in the Answers You Can Find other Related Answers And Previously Viewed Answers You Can “Print”, “Email” or “Add to Your Favorites”
  30. 30. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. User Forums Click on the “Explore Forums” Tab/Button to Access User Forums
  31. 31. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. User Forums Area to See Usage Statistics User Forums are Fully Searchable Forum Discussion Boards Sorted by Products
  32. 32. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. User Forums Users Can Post Questions for Others to Respond To See different discussion thread topics See how many posts are on a question And how often it’s been viewed
  33. 33. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. User Forums Just Like Any Forum Site • User Posts a Questions • Other Users Reply with Comments
  34. 34. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Click on “Submit a Question” Tab/Button Submitting Online Questions (email support) Attach Up to a 20Mb File Click “Continue” Simply Type in a Subject Line and Your Question as Completely As Possible Choose Product from Simple Drop Down Menu Before Your Question is Submitted The Knowledgebase does One Last Search Click “Finish Submitting Question”
  35. 35. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Click on the “Chat Live” Tab/Button Chat Live Select Product to Chat On from Drop Down Menu Click “Submit Request”
  36. 36. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Chat Live This will Launch a Chat Window. While You Wait You Can Continue to Search the Knowledgebase.
  37. 37. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Respond Here Our Engineer will Initiate the Chat Chat Live When Our Engineer is Responding the Status Will Change Have Conversation Online! Users Can Attach Files Live Links can be Sent Back and Forth
  38. 38. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. The “Find My Stuff” Tab/Button The “My Stuff” Area is the User’s Personal Area of the Knowledgebase Click on the “My Stuff” Tab/Button Find Information Such As: • Your TechConnect Support Agreement • All your Chat Transcripts • All your Telephone Service Tickets • Sign Up for Notifications and Find Your Favorite Answers
  39. 39. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. TechConnect Support Agreements Here You Will Find Details On Your Specific TechConnect Contract Including Service Levels and Expiration Dates. You Also Have Access to Your Personalized, Electronic Welcome Kit.
  40. 40. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Questions/Chats The Second Section is the “Questions/Chats” Section
  41. 41. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. This Section will Store All Online Chat and Feedback Requests for Future Reference Chats and Feedbacks The Complete Discussion Thread, along with any links or attachments, is saved and accessible for future use.
  42. 42. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. This Section will Store All Telephone Service Tickets and Email Questions with all the Ticket Notes. These Update Every 12 Hours. Telephone Service Tickets
  43. 43. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Notifications/Favorite Answers The Fourth Section is the “Notifications/Favorite Answers” Section Answers Designated as “Favorites” are Stored Here – Creating Your Own Private Library of Useful Answers Users Can Also Sign up for Proactive Notifications Here To Sign Up For Proactive Notifications Simply Choose a Product or Category From the Drop Down Menu and Select the Button
  44. 44. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Weekly Email Notifications You Will Receive a Weekly Consolidated Emails with Links to All the Tech Notes Created or Updated for the Products and Categories You Signed up For
  45. 45. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Downloading Software Updates www.rockwellautomation.com/support – Unified Registrations Login Required – TechConnect Support Agreement Required Select Product by description or catalog number
  46. 46. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Qualifying for Software Download Qualify for an Update – Registered User Information (Name under which the software is registered) – Software Serial Number (From the original disks)
  47. 47. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Additional Information Support Center Demo Application Support
  48. 48. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. You May Be Interested in Application Support if You:  Have critical applications that could shut down the rest of your plant  Run process lines where down time presents high cost, e.g., drive system or process applications  Want to monitor control system infrastructure health, manufacturing networks or critical tags  Have a heavy concentration of our equipment in your facility  Lack internal expertise on parts of an application
  49. 49. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. What Do I Get With Application Support?  Site visit • Gather documentation, code familiarization • Designated support team becomes intimately familiar with your system  Real-time application-level support with engineers who average >15 years of experience  Dedicated telephone and email  Periodic performance reviews “Rockwell Automation designated a unique team of support engineers to partner with and support my application. After visiting my site and becoming familiar with my application, they were able to identify potential problems that would have caused downtime. Because of these improvements, I have been able to continue steady production and meet the my expectations and the expectations of my customers.” –Rajesh, Owner/OEM
  50. 50. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Monitor System-Critical Data Points Securely for Faster Issue Resolution Surveillance and Alarming & Data Archiving Options  Scalable device and process monitoring and alarming at our facility or remotely  Monitor system-critical data points 24x7  Send alarm notifications to your facility or ours via text or email  Access to historical data for troubleshooting  Secure remote connection
  51. 51. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Capture and Manage Employee Knowledge Knowledge Management Option  Custom Knowledgebase using your terminology  Online database that only you can access  Site-specific, searchable Knowledgebase  Capture employee knowledge, service ticket history, tech notes and documentation you specify
  52. 52. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Prepare for Emergencies and Field Service Administration Option  Store all your critical application files  Global disaster recovery solution for PLC programs  Audit modifications for accountability  Receive patch and update recommendations for optimal performance  Bundled field service call-out
  53. 53. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Application Support Areas of Focus  Standard Integrated Architecture Customers – US 132 sites, Canada 29 sites, EMEA 54 sites – Application Support – Whole plant or part of the machine  Drive Systems-Centric Applications (Pulp & Paper, Metals, Glass) – 17 sites – Surveillance and Alarming & Data Archiving Options – Drive and industry experts  Advanced Manufacturing Networks – 52 sites – Application Support with Surveillance and Alarming Option – Monitoring control network switches and infrastructure  MES/FactoryTalk ProductionCentre – 10 Sites – Product and Application Support
  54. 54. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Application Support by Industry  High-Volume Distribution Centers – Remote support and small performance enhancement project support. – Automation, HMI and MES interface Support  Food and Beverage – Cheese Plant 1 • Advanced Network Support for critical control network • 24x7x365 continuous monitoring and remediation of critical control network • Management of the configuration, lifecycle, additions/deletions to the customer infrastructure, extended warranty, assignment of IP addresses, opening and closing of ports – Global Food Company 2 • Global support for their middleware software application • FactoryTalk ProductionCentre support and server monitoring  Mining – Global Support for Automation, HMI and corporate Asset Center  Oil and Gas – Automation, HMI and Drives  Paper and Steel – Continuous 24x7x365 monitoring of drives systems and data archiving  Pharma – Support for HMI and Automation  Medical Device Company – Reactive Support for Automation and HMI
  55. 55. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. Updates to Process Line Expose Workforce Knowledge Gap at Cheese Plant 55 RESULTS CUSTOMER CHALLENGE DELIVERED SOLUTION  Developed workforce knowledge of batch applications  Consistency in product quality  Improved accuracy in inventory management  Savings of $200,000 per year on additional batch maintenance labor  Upgraded their process control system to FactoryTalk Batch and internal staff were not familiar with batch applications  Inconsistencies in product quality and inventory  Documenting all service tickets in a custom knowledgebase for the employees to reference  Troubleshooting arising issues quickly to avoid downtime  Recommending equipment upgrades for process and quality improvements  Performing frequent calibrations by our engineer to ensure consistency
  56. 56. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. We care what you think!  On the mobile app: 1. Locate session using Schedule or Agenda Builder 2. Click on the thumbs up icon on the lower right corner of the session detail 3. Complete survey 4. Click the Submit Form button 56 Please take a couple minutes to complete a quick session survey to tell us how we’re doing. 2 3 4 1 Thank you!!
  57. 57. Copyright © 2014 Rockwell Automation, Inc. All Rights Reserved. www.rsteched.com Follow RSTechED on Facebook & Twitter. Connect with us on LinkedIn. PUBLIC INFORMATION Thank You. 57

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