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Marketo Global Support Overview

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  • As you are probably awareMarketo strives to keep our customer at the center of everything that we do. Marketo’s client services offering is a collection of all of the services available to you as a Marketo customer. This is a high-level overview of the client services offerings. Client services includes professional services, customer support, enablement, education, and our award winning product.
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    • 1. Marketo Customer Support Welcome Datarati / Marketo Customers 06th December 2013 Presenters: Patricia Lughezzani, VP Customer Support Damien Barry, Manager International Customer Support © 2013 Marketo, Inc. Marketo Proprietary and Confidential
    • 2. Marketo Customer Success Training and education from world-class experts Education CSMs Professional Services Robust community of over 40,000 peers for learning, sharing, Community networking Comprehensive support services achieving over 95% response SLA Customer Support Partner Ecosystem Packaged and custom expert services with over 45,000 hours of customer experience Page 2 © 2013 Marketo, Inc. Marketo Proprietary and Confidential
    • 3. Customer Support Coverage Dublin, Ireland 8am – 5pm (GMT) Portland , OR 6am – 6pm (PST) San Mateo, CA 6am – 6pm (PST) Sydney, Australia 9am – 6pm (AUS-EST) http://support.marketo.com Follow-the-Sun Coverage Language Support: English, French, German, Spanish, Portuguese Page 3 © 2013 Marketo, Inc. Marketo Proprietary and Confidential
    • 4. Marketo Support Packages Features Spark Standard Premier Elite Included With Spark Standard, Select, Dialog, Enterprise $ $ 24 x 7 Available Monitoring √ √ √ √ 24 x 7 Customer Community √ √ √ √ Product Updates √ √ √ √ 24 x 7 Support Portal Access √ √ √ √ Local Business-hour √ √ √ √ Web Case Submission √ √ √ √ Phone Case Submission $ √ √ √ √ √ √ 24 x 5 Global-hours √ √ Named Support Engineer √ √ Priority Case Routing √ √ Accelerated SLAs √ √ 6 8 4 4 Support Service Reviews Semi-annually Semi-annually Business Reviews /Strategic Planning Semi-annually Quarterly Email Case Submission Authorized Support Contacts Mentoring Sessions per Quarter 2 4 Named Customer Success Manager √ Custom Adoption and Training Plan √ Best Practice Office Hours √ Events VIP Status √ Page 4 © 2013 Marketo, Inc. Marketo Proprietary and Confidential http://docs.cdn.marketo.com/Marketo_Support_Datasheet.pdf
    • 5. Response Targets Priority Spark Standard Premier Elite P1 P2 P3 1 hours 6 hours 8 hours 1 hour 4 hours 6 hours 30 Minutes 2 hours 4 hours 30 Minutes 2 hours 2 hours Priority Description P1 Production down: Production system, application, or critical feature/function is down. P2 Production impaired: A major feature or function is not working correctly and is blocking full use of the Marketo system, but existing production campaigns are working correctly and other features are operational. P3 Minor issue: A minor issue is impacting usability of the system, but a workaround is available and major features / functions are working correctly. Page 5 © 2013 Marketo, Inc. Marketo Proprietary and Confidential
    • 6. Support Delivery Innovation Innovation World-Class Leveraging Infrastructure • Integrated CRM 360º • SoftSkills Training • KB Management Strategy • Support Portal Innovation • Integrated Call Routing • Tier Model • On-boarding Training • Reward and Recognition • Batch Case Survey • Social Media Engagement Baseline Processes • Deflection Strategy • Premier Program • Language Support • SLA/Dashboard Goals • EMEA Office • Global Call Routing • Escalation Process Page 6 © 2013 Marketo, Inc. • Portland Office • Career Path • APAC Office • Tier 3 • Chat Marketo Proprietary and Confidential
    • 7. Your APAC Team Aden Forrest MD Marketo APAC Patricia Lughezzani VP Customer Support Damien Barry Manager International Customer Support Derek Dolan Tier 2 / Premier Sr. TSE Page 7 © 2013 Marketo, Inc. Marketo Proprietary and Confidential Joseph Raña Tier 1 TSE
    • 8. Fond Memories of Sydney Page 8 © 2013 Marketo, Inc. Marketo Proprietary and Confidential
    • 9. Not So Fond Memories Page 9 © 2013 Marketo, Inc. Marketo Proprietary and Confidential
    • 10. Customer Community Support Portal • • • • Flexible Case Management Contact Management One click case submission Customer-nominated service award Page 10 © 2013 Marketo, Inc. • • • • • Dynamic menu News and Alerts CSat scores Team bios Support initiatives Marketo Proprietary and Confidential
    • 11. Support News and Alerts Email News Page 11 © 2013 Marketo, Inc. RSS Feed Marketo Proprietary and Confidential
    • 12. Case Management Close/Reopen Cases One Click Case Submission Add Email CC for Updates Manage Case Priority Add Comments and Attachments Page 12 © 2013 Marketo, Inc. Marketo Proprietary and Confidential
    • 13. Manage Your Authorised Contacts • • Make sure to Log into the Community Access from your Production Marketo (Not Sandbox) Help Article: Set Up Authorized Support Contacts Page 13 © 2013 Marketo, Inc. Marketo Proprietary and Confidential
    • 14. Driving Results on Customer Feedback       Event-driven on case closure Flexible survey frequency Localized French, German, Spanish and Portuguese Survey On Demand Workflow for dissatisfied responses Internal Recognition Page 14 © 2013 Marketo, Inc. Marketo Proprietary and Confidential
    • 15. Customer Support Contacts Case Submission • Support Portal: http://support.marketo.com • Phone: +61 2 9045 2701 • Email: support@marketo.com (Prority 3 only) Other Support Contacts • supportescalations@marketo.com: Escalate on existing case, or requires management attention • supportfeedback@marketo.com: Issues with the community, Logins, access, documentation Page 15 © 2013 Marketo, Inc. Marketo Proprietary and Confidential
    • 16. Thank you! © 2013 Marketo, Inc. Marketo Proprietary and Confidential