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CCD2014 - Tony Atkins, Atlassian

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Serving External Customers with Service Desk: A Study in Dog Fooding

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CCD2014 - Tony Atkins, Atlassian

  1. 1. Serving External Customers with Service Desk: A Study in Dog Fooding… Tony Atkins • Program Manager • Atlassian • @duhrer
  2. 2. So, Atlassian doesn’t have sales people...
  3. 3. But we do have people who talk to you once you're interested in buying our software…
  4. 4. Customer Advocates
  5. 5. Global Team: 20 Advocates
  6. 6. High Volume: 11,000 Requests / Month
  7. 7. 20% Phone Calls 80% Web and Email
  8. 8. The Problem Isolated Team Limited Data and Metrics Limited Reporting Hard to Customize
  9. 9. The Problem Isolated Team Limited Data and Metrics Limited Reporting Hard to Customize
  10. 10. Lost in Translation
  11. 11. The Problem Isolated Team Limited Data and Metrics Limited Reporting Hard to Customize
  12. 12. The Problem Isolated Team Limited Data and Metrics Limited Reporting Hard to Customize
  13. 13. “ What’s measured improves. ” Pete Drucker
  14. 14. SLAs
  15. 15. SLAs
  16. 16. SLAs
  17. 17. Time Tracking
  18. 18. Time Tracking
  19. 19. Workflow
  20. 20. Workflow
  21. 21. The Problem Isolated Team Limited Data and Metrics Limited Reporting Hard to Customize
  22. 22. The Problem Isolated Team Limited Data and Metrics Limited Reporting Hard to Customize
  23. 23. Reporting
  24. 24. The Problem Isolated Team Limited Data and Metrics Limited Reporting Hard to Customize
  25. 25. The Problem Isolated Team Limited Data and Metrics Limited Reporting Hard to Customize
  26. 26. One Size Fits Some
  27. 27. SLAs
  28. 28. Reports
  29. 29. The Problem Isolated Team Limited Data and Metrics Limited Reporting Hard to Customize
  30. 30. The Solution Connected Team Great Data and Metrics Great Reporting Easy to Customize
  31. 31. The Solution
  32. 32. The Solution Connected Team Great Data and Metrics Great Reporting Easy to Customize
  33. 33. The Solution Connected Team Great Data and Metrics Great Reporting Easy to Customize
  34. 34. Collaboration
  35. 35. The Solution Connected Team Great Data and Metrics Great Reporting Easy to Customize
  36. 36. The Solution Connected Team Great Data and Met r ics Great Reporting Easy to Customize
  37. 37. Replaced 21 Custom Fields with Labels
  38. 38. SLAs
  39. 39. SLAs
  40. 40. SLAs
  41. 41. Workflow
  42. 42. Workflow
  43. 43. Workflow
  44. 44. Time Tracking
  45. 45. Time Tracking
  46. 46. Change Log
  47. 47. Searchable!
  48. 48. The Solution Connected Team Great Data and Met r ics Great Reporting Easy to Customize
  49. 49. Value Stream
  50. 50. Value Stream Start Finish Time Spent
  51. 51. Value Stream High Value Start Finish Low Value Time Spent
  52. 52. The Solution Connected Team Great Data and Metrics Great Reporting Easy to Customize
  53. 53. The Solution Connected Team Great Data and Metrics Great Reporting Easy to Customize
  54. 54. Reports
  55. 55. Reports
  56. 56. The Solution Connected Team Great Data and Metrics Great Reporting Easy to Customize
  57. 57. The Solution Connected Team Great Data and Metrics Great Reporting Easy to Customize
  58. 58. SLAs
  59. 59. SLAs
  60. 60. Agent Views
  61. 61. Agent Views
  62. 62. Reports
  63. 63. Reports
  64. 64. Reports
  65. 65. The Solution Connected Team Great Data and Metrics Great Reporting Easy to Customize
  66. 66. The Solution Connected Team Great Data and Metrics Great Reporting Easy to Customize
  67. 67. The Solution Connected Team Great Data and Metrics Great Reporting Easy to Customize
  68. 68. Image Credits IcoMoon Icon Pack https://icomoon.io Entypo Pictogram Suite http://www.entypo.com/ Jeff McNeill + http://bit.ly/1oJ1w26

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