Making Support a Blast
Thursday, September 26, 13
Scott Massey
Pantheon: Director of Customer Success
Promet: Support Manager
Catalyst Tech Group: Service & Support Manager...
Agenda
Why support gets a bad rap
Sustainable service products
Case studies
Tools
Hiring
Some philosophy/hand waving
Thurs...
Why Offer Support?
Thursday, September 26, 13
Credibility
Thursday, September 26, 13
Service Products
Anti-Products Products
Call us when things are on fire Support Development
Free bug fixes forever Release M...
A TALE OF 3 MERCHANTS
AND HOW THEY MADE SUPPORT WORK
Thursday, September 26, 13
Arya
Sitebuilder+
Freelance, Friends & Family
<20 sites
Problem: 5 hours/month/client
Thursday, September 26, 13
Strategy
Target: Existing Customers
Objective: Monetize free &
piecemeal work
Thursday, September 26, 13
Messaging
“Everything is a bug, so fix it for
free”
-Your site is custom, built w/Drupal
I build supportable sites
-Everyth...
Service Design
Dev Support:
Blocks/MR
Blocks
Ticketing System:
zendesk+harvest,
mojo?
Monitoring:
Managed
Service
Pingdom,...
Contracting
Dev Support:
5 hours/
month
500
Monitoring 50
Updates
200*
*<~24 hours over
1yr
Thursday, September 26, 13
Rev. Projection
Pre-MSA
MRR
MSA MRR
~400 750
Thursday, September 26, 13
Hodor9: a dev
shop
Established, Several sites/
month, 25+ FTE
Problem: Disorganized, Sales
dumps anything over the
fence, ...
Strategy
Target: Existing Customers,
New Clients
Objective: Make support
sustainable
Thursday, September 26, 13
Risks &
Messaging
“Support? Our D6 site runs
in our intranet on WAMP; I
will send you our VPN
dongle requisition form!”
We...
Service Design
Site Audit:
Droptor, Google
Insights,
Pantheon
(d.o:site_audit),
Load Test
Pre-Support
Dev Hours:
Agile
Thu...
Rev. Projection
One time:
Site Audit: 3200
Pre-Support:5000
MRR
Updates: 500
Monitoring w/
SLA: 100
Annual
200 hour block
...
Joffrey
Business Analyst, knows
Drupal; speaks, writes englissh
good
Problem: Pay rent, bills
Thursday, September 26, 13
Strategy
Target: Dev Shops, C-level
bloggers
Objective: Content
Management
Thursday, September 26, 13
Service
Design
Wysiwyg, GA, QA, Publishing
workflow
Thursday, September 26, 13
Contracting
MRR: 5 posts/month, image
from Shutterstock, Approval
Process Management,
Copywriting@500/mo. (50/
hour eff. r...
Project Mind,
Support Mind
Support is a collection of processes, not
projects
Processes for problems, incidents, requests,...
Kickoff Call
Process
How to create a ticket
FAQ
Face to Face
Expectations
Estimation is, by definition _____ .
Onboarding
Th...
Soft Skills + Technical Chops is hard
Find someone good at one and WILLING TO
LEARN the other
Learn Drupal via Bench tasks...
Leader: Does what is expected, something
extra, and helps someone.
Contributor: Does what is expected,
something extra.
Pa...
PROJECT
DATE CLIENT
HNED KAŽDÝ
CONCLUSION
TO THE DISKOTÉKA.
Thursday, September 26, 13
Thursday, September 26, 13
THANK YOU!
WHAT DID YOU THINK?
Locate this session at the DrupalCon
Prague website:
https://prague2013.drupal.org/session/...
Upcoming SlideShare
Loading in …5
×

Making Support A Blast

332 views
229 views

Published on

Scott Massey's session slide from Drupalcon Prage, 9/25/2013.

Published in: Technology, Business
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
332
On SlideShare
0
From Embeds
0
Number of Embeds
9
Actions
Shares
0
Downloads
2
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Making Support A Blast

  1. 1. Making Support a Blast Thursday, September 26, 13
  2. 2. Scott Massey Pantheon: Director of Customer Success Promet: Support Manager Catalyst Tech Group: Service & Support Manager @sukottokun scott@getpantheon.com Accidentally left in search bar during gotomeetings: “brad pitt real hair” “are kangaroos friendly” “chinese dog doesn't want a bath” And Who May You Be? Thursday, September 26, 13
  3. 3. Agenda Why support gets a bad rap Sustainable service products Case studies Tools Hiring Some philosophy/hand waving Thursday, September 26, 13
  4. 4. Why Offer Support? Thursday, September 26, 13
  5. 5. Credibility Thursday, September 26, 13
  6. 6. Service Products Anti-Products Products Call us when things are on fire Support Development Free bug fixes forever Release Management Services Completing overdue projects Sec/Contrib/Core Updates Thursday, September 26, 13
  7. 7. A TALE OF 3 MERCHANTS AND HOW THEY MADE SUPPORT WORK Thursday, September 26, 13
  8. 8. Arya Sitebuilder+ Freelance, Friends & Family <20 sites Problem: 5 hours/month/client Thursday, September 26, 13
  9. 9. Strategy Target: Existing Customers Objective: Monetize free & piecemeal work Thursday, September 26, 13
  10. 10. Messaging “Everything is a bug, so fix it for free” -Your site is custom, built w/Drupal I build supportable sites -Everything is billable, let’s make great tickets. Thursday, September 26, 13
  11. 11. Service Design Dev Support: Blocks/MR Blocks Ticketing System: zendesk+harvest, mojo? Monitoring: Managed Service Pingdom, PagerDuty, Hosting Decision Updates: Managed Service Droptor, git, drush QA Workflow Thursday, September 26, 13
  12. 12. Contracting Dev Support: 5 hours/ month 500 Monitoring 50 Updates 200* *<~24 hours over 1yr Thursday, September 26, 13
  13. 13. Rev. Projection Pre-MSA MRR MSA MRR ~400 750 Thursday, September 26, 13
  14. 14. Hodor9: a dev shop Established, Several sites/ month, 25+ FTE Problem: Disorganized, Sales dumps anything over the fence, burnout, broken promises, general devastation Thursday, September 26, 13
  15. 15. Strategy Target: Existing Customers, New Clients Objective: Make support sustainable Thursday, September 26, 13
  16. 16. Risks & Messaging “Support? Our D6 site runs in our intranet on WAMP; I will send you our VPN dongle requisition form!” We support working, supportable sites. Thursday, September 26, 13
  17. 17. Service Design Site Audit: Droptor, Google Insights, Pantheon (d.o:site_audit), Load Test Pre-Support Dev Hours: Agile Thursday, September 26, 13
  18. 18. Rev. Projection One time: Site Audit: 3200 Pre-Support:5000 MRR Updates: 500 Monitoring w/ SLA: 100 Annual 200 hour block @125: 25000 Total 40400 Thursday, September 26, 13
  19. 19. Joffrey Business Analyst, knows Drupal; speaks, writes englissh good Problem: Pay rent, bills Thursday, September 26, 13
  20. 20. Strategy Target: Dev Shops, C-level bloggers Objective: Content Management Thursday, September 26, 13
  21. 21. Service Design Wysiwyg, GA, QA, Publishing workflow Thursday, September 26, 13
  22. 22. Contracting MRR: 5 posts/month, image from Shutterstock, Approval Process Management, Copywriting@500/mo. (50/ hour eff. rate Thursday, September 26, 13
  23. 23. Project Mind, Support Mind Support is a collection of processes, not projects Processes for problems, incidents, requests, change management Standard = Repeatable Case = Investigative ITIL = Service Framework Thursday, September 26, 13
  24. 24. Kickoff Call Process How to create a ticket FAQ Face to Face Expectations Estimation is, by definition _____ . Onboarding Thursday, September 26, 13
  25. 25. Soft Skills + Technical Chops is hard Find someone good at one and WILLING TO LEARN the other Learn Drupal via Bench tasks NR Learn Soft Skills via: Verbal Judo CAXE: Clarity, Accuracy, eXecution, Empathy Metrics as tools for empowerment Hiring & Retention Thursday, September 26, 13
  26. 26. Leader: Does what is expected, something extra, and helps someone. Contributor: Does what is expected, something extra. Participant: Does only what is expected. Observer: Does less than what is expected. Detractor: Does less than what is expected and distracts someone else from doing what is expected. Hiring & Retention Thursday, September 26, 13
  27. 27. PROJECT DATE CLIENT HNED KAŽDÝ CONCLUSION TO THE DISKOTÉKA. Thursday, September 26, 13
  28. 28. Thursday, September 26, 13
  29. 29. THANK YOU! WHAT DID YOU THINK? Locate this session at the DrupalCon Prague website: https://prague2013.drupal.org/session/making-support-blast Click the “Take the survey” link Thursday, September 26, 13

×