TERMINALFOUR t44u 2012 - Support and Extranet developments

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Our Extranet has long been the central resource for clients and partners for all things Site Manager. This year it’s received a significant overhaul making it more interactive, more engaging and putting more information at your finger tips. Learn about your ‘T4 Knowledge Base’. Laura Murphy

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TERMINALFOUR t44u 2012 - Support and Extranet developments

  1. 1. Putting our resources in your hands Client Relations and Support“Enhancing Your Ongoing Experience” Laura Murphy
  2. 2. Able to focus more on your needs • Team has grown • Continued development of processes as part of expansion • Lots of upgrades • Some great new initiatives • Hit the street • Client visits around the world • Customer surveys Always Looking for ways to enhance your ongoing experience with TERMINALFOURT44u 2012 2
  3. 3. • On-going CS processes enhancement • Add on offerings (health check etc.) • Self Service support (aka OpenJIRA) • Now available to all clients on paid support • Team skills development • Enhance quality & depth of responses • Social poster a great example of “objectives work” • Available before year end • 24 Hour phone contact • Forum as part of Extranet • Extranet enhancements….T44u2012 3
  4. 4. Self Service / OpenJIRA • Launched October 2012 • Log issues directly online • Streamlined, open and more responsive • Email notifications of updatesT44u 2012 4
  5. 5. A little background • Launched t44u 2008 - 4 years old this month • THE Central information resource for clients, partners & staff • Content has grown by 300% since launchT44u 2012 5
  6. 6. Drivers for Developments • Your Feedback! • What has worked and not worked • Product enhancements & development • To support internal process changes • Opening up the community to a wider audienceT44u 2012 6
  7. 7. Your Feedback – 2012 Client Survey - “Search could be better but over all I find the extranet to be a very valuable resource. Online logging and forums would be very useful as an addition.” - “ I use it all the time. Of great value are the hidden gems not included in the regular documentation, like date formatting, tricks with the <title> element, et cetera.” - “Much of the guidance on the extranet is useful but it tends to cover things I already know. I have found on a few occasions that I go to the extranet looking for something more than we got in the original training only to find that it repeats that training without answering my query. But I suppose I should be using the feedback facility you provide on each page. I find a lot of the Build notes a bit irrelevant but these maybe useful for more technically minded people.”T44u 2012 7
  8. 8. • Search • Community Development - Social QA, Forum • Documentation (Dorte will cover this) • Self Service • Structure • Content Types 1. Release Notes 2. Video 3. Tagging content • Design • Ease of access • Future developmentsT44u 2012 8
  9. 9. Search - PolySpot • Already available • Improved content meta data for refining results • Keywords • Version • Topics • Sort by Relevance & Date • Search within results • Improved display of base search results • Available as add on search to all clientsT44u 2012 9
  10. 10. Brian Colhoun for Gilles André 10
  11. 11. Community Development - Social QA • Launched May 2012 • Page based Question & Answer • Notifications & replies via email • Single login • Provided by Pubble (aka Learnpipe) • [Add screenshot] • See separate t44u presentation from John Dineen • Available as great value add on service to enhance your sites!T44u 2012 11
  12. 12. Community Development – Forum • Pre-Launch today • Will provide more permanent feedback mechanism for users and clients • Available directly from Extranet • Will cover areas of interest to YOU • Industry groups • Best practice etc. • Will be for YOU to driveT44u 2012 12
  13. 13. T44u 2012 13
  14. 14. Content Enhancements 1. Release Notes 2. Developer/Webservices 3. Video 4. Tagging content 5. Links from sample data (7.3 onwards)T44u 2012 14
  15. 15. Design Update 1. Out with the Sparkles and Swirls 2. Bringing the design in line with our website 3. Facilitate the additional contentT44u 2012 15
  16. 16. Coming Soon 1. New user types – target content 2. Topic focussed – keyword tagging 3. Enhanced log in 4. Follow links from emails 5. Extended cookie life 6. Log on from home 7. Link in with Social Networks 8. Tagging and links from Site ManagerT44u 2012 16
  17. 17. • All feedback welcome for all aspects of Client Relations and Support • Access to information • Processes and service level agreements • Additional services • Email: Laura.Murphy@terminalfour.comSample Footer 17

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