Using data mined from the Knowledge Base reuse to inform and influence product roadmap.

1. VeriSign Case Study
Using KCS to Influence Product
Roadmap
Lala Mamedov
10/13/04
1

2. VeriSign: Using KCS to
Influence Product Roadmap
• About VeriSign
– DNS: 32M Domain Names; 12B Queries / day; 751M Internet
Users
– SSL: 400K Websites; 150K Businesses; 90% of Secure
Communications
– SS7 Intelligent DBs: 1100 Carriers; 3B Connections / day; 10B
Queries / qtr
– Payments: 112K Merchants, $10B Transactions / Qtr, 30% N
Merchants Qtr N.
American E-commerce
• About VeriSign Payment Services (VPS) Support
– 7 x 24 Support: phone, email, chat, account management,
integration development, anti-fraud and anti-phishing
– 2 teams – CA and VA, 60 people, 15K phone contacts/mo, 5K
emails, 500 chat (just launched)
– KCS launched in 2001 2

3. VPS Support and Product
Lifecycle
• VPS Engineering:
g g
– Hosted application (ASP) + SDK
– 3-4 releases a year
– Roadmap approved for the year in the previous fall
• VPS Support Participation:
– Strategic Planning
• Present top TS Requests, get on the roadmap
– MRD review and signoff
– Ongoing Planning
• Participate in cross-functional meetings
• Present Top Ten Solutions monthly
• Drive resolution
3

4. VPS Product Development
and VPS Support
• Capturing customer experience at the point of interaction
• Goal: to provide actionable information to focus on the
key types of issues which consume most of the support
and escalation resources
resources.
• Supplementing qualitative data from annual /
transactional surveys with qualitative data from KB
• Product team Support data sources for roadmap input:
– Vantive CRM
– Primus
– Transactional Surveys
– Annual Surveys
– Web feedback
4

5. Process
• Analyze Primus reports, identify top customer issues
• Analyze ACD and CRM reports
• Quantify expenses per top solution
• Qualify and quantify business impact
• Provide top feature requests with impact analysis
• Present at strategic planning session, obtain commitment to
place on the roadmap
• Monitor throughout the year
• Report: weekly or monthly, include service metrics and
customer data
• Enlist the whole team, solicit input and review outcome of
the planning meetings
• Challenge: not only get it on the roadmap, but keep it there
5

6. Solution Cost Analysis
y
Top 10 Linked Solutions
$ per solution per period
l ti i d
$0.00 $1,000.00 $2,000.00 $3,000.00 $4,000.00 $5,000.00 $6,000.00 $7,000.00 $8,000.00 $9,000.00 $10,000.00
Solution L
Solution K
Solution J
Solution I
Solution H
Solution G
Solution F
Solution C
Solution B
Solution A
0 200 400 600 800 1000 1200 1400
Solution reuse count
6