Ariba Connect: Linking Customers to Real Solutions in Real Time


Published on

Did you know that you have access to over 17,000 Ariba knowledge base articles/solutions right at your finger tips? This interactive workshop will show you how you can access thousands of solutions in real time to meet your needs. Representatives from Technical Support will show you how you can join hundreds of other customers each day who find resolutions to their problems without ever logging a Service Request. You will also hear what customers have to say about their successes using Ariba Connect—because connecting you to valuable information has never been easier! Let us show you how it is done.

Published in: Business, Technology
1 Like
  • Be the first to comment

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide
  • We are happy to announce a new customer success center currently in progress designed specifically for buyer and seller customers of Ariba’s PO & Invoice Automation solutions. The new content will be found on coming in mid-summer. A practical and straightforward approach will provide buyers with tips on how to get more out of your eCommerce initiative, while sellers will find information, support links, and resources to hear directly from others just like you – who sell on Ariba.Stop by the Ariba Business Network Center booth area in the Partner Pavilion where you can see an early version of the site and provide your feedback for what you’d like to see included.
  • Ariba Connect: Linking Customers to Real Solutions in Real Time

    1. 1. Ariba Connect:Linking Customers to Real Solutionsin Real TimeKatarina Vitalisova, Manager, Customer AssistanceAlessio Marchetti Customer Care ManagerStephen Bailey, Manager, Technical Support Team, Prague© 2013 Ariba, Inc. All rights reserved.
    2. 2. #AribaLIVEIntroduction• What is Ariba Connect?Not just a place to log Service Requests (SRs)Your “One-Stop-Shop” for all things AribaAn award-winning website to connect customersto Ariba– Awarded as Top 10 Web Support Site in 2009 and 2011 byAssociation of Support Professionals (ASP)© 2013 Ariba, Inc. All rights reserved.2
    3. 3. #AribaLIVEPurpose/Objectives• Illustrate what Ariba Connect can do for you• Highlight what is available and how to access it• Discuss the benefits that are already beingobserved by other customers• Open Feedback Forum to discuss questionsand suggestions© 2013 Ariba, Inc. All rights reserved.3
    4. 4. #AribaLIVEHistory• 2000 – Launch of Ariba ConnectPrimary function was for customers to log Service Requests (SRs)Fixed Defects and FAQ content added a short time later• 2002 - Added Product/Release download capability• 2006 – Added capability for OnDemand solutions• 2009 – UI redesignAdded Search capability and Product Documentation visibility• 2011 – Introduced the Knowledge Centered Support (KCS)concept• 2012 – Added Known Issues portal and began full utilization ofKCS concepts© 2013 Ariba, Inc. All rights reserved.4
    5. 5. #AribaLIVEDid You Know?• Metrics/Statistics on the Ariba Connect SiteHow many Frequently Asked Questions (FAQs) are available?– 3,3353,437 ???– Technical Solution Articles available…How many Fixed Defect notes are available?– 9,2411,112 ???– Known Issue Articles available…200,077 ???– Total customer accesses to solution articles…How many Solution Articles were re-used in 2012?– 22,996© 2013 Ariba, Inc. All rights reserved.5
    6. 6. #AribaLIVEShift Towards Self-Service© 2013 Ariba, Inc. All rights reserved.68631622245427753072557701000200030004000500060002007 2008 2009 2010 2011 2012Solutions Created (per year)Solutions
    7. 7. #AribaLIVECurrent Customer Usage1,3191,4301,6081,4071,3381,3241,7971,9182,0472,3042,2781,8002,0332,2672,084182820332208 23252491270130483558400743434708502553105559583301,0002,0003,0004,0005,0006,0007,000Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12Customer Accesses # of Customer-Facing Solutions© 2013 Ariba, Inc. All rights reserved.7
    8. 8. #AribaLIVEWhat Does This Mean for Me?• Who in the room has used Ariba Connectbefore and has benefited from the numbers wejust reviewed?• What are some of the benefits that you feel AribaConnect brings to you as an Ariba customer?© 2013 Ariba, Inc. All rights reserved.8
    9. 9. #AribaLIVEWhat Does This Mean for Me?• Ariba Connect Benefits:Real-time access to thousands of solutions/answers to real customer problemsInsight into what issues are currently being worked on by Ariba (Known Issues) to alert you andyour users of what to expect.Insight into what issues Ariba has already been able to fix and their associated solutions(Fixed Defects)Insight into Early Access (EA) programsDetailed information on upcoming release documentation and featuresUpdated daily with new and useful informationAriba Tech Connect blog100% free and available 24X7Central repository for Ariba product documentationInformation on Connect is Ariba certified and approved for distribution to customersAbility to rate and give feedback on individual articles/solutionsAbility to view comments on articles provided by other customersVisibility into existing Enhancement Requests (ERs)© 2013 Ariba, Inc. All rights reserved.9
    10. 10. #AribaLIVELIVE Demo• Let’s put Ariba Connect to the test…© 2013 Ariba, Inc. All rights reserved.10
    11. 11. #AribaLIVEFeedback/Suggestions• How can we make Ariba Connect even morebeneficial for you as customers?We want to hear from you because this is your site.Ariba is an innovation company, nothing should beleft off of the table here…© 2013 Ariba, Inc. All rights reserved.11
    12. 12. #AribaLIVENew Customer Success Center –Coming Soon• Expansion of• Designed to help buyers and sellers transact faster andeasier via resources, support, and an open forum toconnect with peers© 2013 Ariba, Inc. All rights reserved.12• Content for Buyers• Change mgmt bestpractices• How to message to yoursuppliers• Answers to day-to-daytransacting questions• Content for Sellers• Getting started for thosenew to Ariba• Understanding thebenefits and costs• Get answers questionsabout your Ariba bill
    13. 13. Questions?© 2013 Ariba, Inc. All rights reserved.13
    14. 14. #AribaLIVEPlease Complete Session Survey© 2013 Ariba, Inc. All rights reserved.14Find Sessionin ScheduleClickChoose oneRateSessionThank you for joining usClick Survey andSelect BreakoutSession Survey