Improving Customer Service with a Branded Self Service Portal


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Improving Customer Service with a Branded Self Service Portal

  1. 1. Improving Customer Service with a Branded Self Service Portal Mark Bloomquist, Postini Steve Lehr, Postini Chet Chauhan, Track: Service and Support Executives
  2. 2. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.  All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; the emerging market in which we operate; our relatively limited operating history; our ability to hire, retain and motivate our employees and manage our growth; competition; our ability to continue to release and gain customer acceptance of new and improved versions of our CRM service; unanticipated changes in our effective tax rate; fluctuations in the number of shares outstanding; the price of such shares; foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at . </li></ul><ul><li>Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all.  Customers who purchase our services should make purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
  3. 3. Mark Bloomquist Sr. Director, Customer Care [email_address] Steve Lehr Founder, Ringlead [email_address]
  4. 4. Introduction <ul><li>Postini protects more than 35,000 businesses worldwide from a wide range of email, instant messaging (IM) and Web threats, and provides message archiving and encryption — all from one unified platform. With Postini's integrated suite of on-demand services, your business can manage all message security, enforce corporate policies, and ensure regulatory compliance across any size organization. </li></ul><ul><li> customer for 5 years </li></ul>INDUSTRY: Security Services EMPLOYEES: 270 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support, sforce # USERS: 170
  5. 5. Key Challenges <ul><li>Business Challenge </li></ul><ul><ul><li>Need to implement complex portal solutions that integrate to </li></ul></ul><ul><ul><li>Low case feedback response rates </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Default support portal needed additional customization </li></ul></ul><ul><ul><li>Case feedback reporting not integrated into </li></ul></ul><ul><li>Many manual processes that were prone to error </li></ul><ul><li>Limited visibility into customer satisfaction and issues </li></ul>
  6. 6. The Solution <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Custom Support Portal </li></ul></ul><ul><ul><ul><li>Targeted News </li></ul></ul></ul><ul><ul><ul><li>Targeted Features </li></ul></ul></ul><ul><ul><ul><li>Documentation References </li></ul></ul></ul><ul><ul><ul><li>Training Registration </li></ul></ul></ul><ul><ul><ul><li>Reseller Ordering and Status </li></ul></ul></ul><ul><ul><li>Case Feedback Custom Object </li></ul></ul>
  7. 7. Results <ul><li>What were the results? </li></ul><ul><ul><li>Ordering can be done automatically by the reseller, reducing case load </li></ul></ul><ul><ul><li>Training registrations now tracked automatically </li></ul></ul><ul><ul><li> contact data is more up to date </li></ul></ul><ul><ul><li>Case feedback increased from <1% to 13% </li></ul></ul>
  8. 8. Logon
  9. 9. Portal Main Page
  10. 10. Portal News Custom Object
  11. 11. Portal Knowledge Base
  12. 12. Portal Case Management
  13. 13. Portal Documentation
  14. 14. Portal Direct Link To Individual Solutions
  15. 15. Manage Contacts
  16. 16. Manage Contacts
  17. 17. Reseller Order Form
  18. 18. Training Class List
  19. 19. Training Registration
  20. 20. Training Registration
  21. 21. Case Feedback – Case Close Template
  22. 22. Case Feedback – Case Close Template
  23. 23. Case Feedback – Management Actions
  24. 24. Case Feedback – Dashboard Charts
  25. 25. Chet Chauhan Sr. Product Manager [email_address]
  26. 26. Evolution of Web Self Service <ul><li>Personalization </li></ul><ul><li>Multiple portals for different customer segments </li></ul><ul><li>Portal user profiles & roles to drive different page layouts, record types and access rights for different sets of users </li></ul><ul><li>Targeted solutions, news and content </li></ul><ul><li>Beyond Cases and Solutions </li></ul><ul><li>Custom objects and tabs to support other business processes </li></ul><ul><li>Web tabs to integrate other applications </li></ul><ul><li>Community and Collaboration </li></ul><ul><li>Full integration with forums for metrics and case deflection </li></ul><ul><li>Product Feedback Community to help drive product development </li></ul><ul><li>Advanced Knowledge Access </li></ul><ul><li>Resolution wizards for guided solutions </li></ul><ul><li>Dynamic and targeted FAQs </li></ul><ul><li>Solution access control by user profile </li></ul><ul><li>Advanced Customization </li></ul><ul><li>Custom Home and Object Overview Pages </li></ul><ul><li>Custom list views and reports </li></ul><ul><li>Flexible UI components that can be integrated into existing websites </li></ul><ul><li>Solutions Knowledge Base </li></ul><ul><li>Solution Search </li></ul><ul><li>Solution category browsing </li></ul><ul><li>Top Solutions </li></ul><ul><li>Case Management </li></ul><ul><li>Submit and track cases </li></ul><ul><li>Collaborate with agents using comments </li></ul><ul><li>Suggested Solutions to deflect cases </li></ul><ul><li>Customization </li></ul><ul><li>UI Styles and header, footer </li></ul><ul><li>Custom page layouts </li></ul><ul><li>Flat Content </li></ul><ul><li>FAQs, policies, product information </li></ul>One-way Self Service Two-way Self Service Personalized and Dynamic Self Service Business Value Impact
  27. 27. Self Service Portal 2.0 Sneak Preview <ul><li>Personalization </li></ul><ul><li>Beyond Cases and Solutions </li></ul><ul><li>Community and Collaboration </li></ul><ul><li>Advanced Knowledge Access </li></ul><ul><li>Advanced Customization </li></ul>
  28. 28. Self Service Portal 2.0 Roadmap <ul><li>Spring 2007 </li></ul><ul><li>Personalization </li></ul><ul><li>Portal user profiles to drive different page layouts, record types and access rights for different users </li></ul><ul><li>Portal roles and sharing for data security </li></ul><ul><li>Search and recent items </li></ul><ul><li>Beyond Cases and Solutions </li></ul><ul><li>Custom objects and tabs for additional self service </li></ul><ul><li>Web tabs </li></ul><ul><li>Assets </li></ul><ul><li>Advanced Knowledge Access </li></ul><ul><li>Rich Content for Solutions </li></ul><ul><li>Powerful Search – Synonyms, Keywords </li></ul><ul><li>KB analytics – search effectiveness </li></ul><ul><li>Advanced Customization </li></ul><ul><li>Custom Objects and Web Tabs </li></ul><ul><li>Full customization of user interface using CSS </li></ul><ul><li>S- Controls </li></ul><ul><li>Community and Collaboration </li></ul><ul><li>Customer collaboration with integrated forums </li></ul><ul><li>Product Feedback Collaboration </li></ul><ul><li>Blogs </li></ul><ul><li>Chat and Voice Self Service integration </li></ul><ul><li>Summer & Fall 2007 </li></ul><ul><li>Personalization </li></ul><ul><li>Multiple portals for different customer segments </li></ul><ul><li>Targeted Solutions </li></ul><ul><li>Portal user reports </li></ul><ul><li>MyProfile </li></ul><ul><li>Beyond Cases and Solutions </li></ul><ul><li>Contracts, Quotes, Documents & other standard objects </li></ul><ul><li>Advanced Knowledge Access </li></ul><ul><li>Resolution wizards for guided solutions </li></ul><ul><li>Solution Directory, Ratings and Comments </li></ul><ul><li>Dynamic Faqs </li></ul><ul><li>Solution Access </li></ul><ul><li>Advanced Customization </li></ul><ul><li>Custom Home and Overview Pages </li></ul><ul><li>Custom List Views and page messages </li></ul><ul><li>Flexible UI components that can be integrated into existing websites </li></ul><ul><li>Delegated administration </li></ul>
  29. 29. Mark Bloomquist Steve Lehr Chet Chauhan QUESTION & ANSWER SESSION
  30. 30. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) on the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 150, #### For example, “ Session 150, 5555 ” Session ID: 150 Session ID # Scores for 4 categories SMS Voting powered by: