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OpenERP Enterprise    ServicesPhuong Luu & Marc Laporte
OpenERP support Yes we care…
Building excellence in support Allow our customers to benefit from the full potential of  OpenERP - support Secure a smo...
OpenERP Service Strategy  Partner                OpenERP                        Product specific / Volume  Customer specif...
Reaching excellence:Building a strong team
Reaching excellence:                                  Building a strong team          Samuel                              ...
Reaching excellence:Understanding each other
Reaching excellence:                  Understanding each other OpenERP:    Immediate escalation process if customers exp...
Reaching excellence:                   Understanding each other Some examples…    « Dear Support.. We are facing an erro...
Reaching excellence:Monitoring our performance
Reaching excellence:            Monitoring our performance Issues follow-up
Reaching excellence:             Monitoring our performance350300250200150100 50  0      November   December      January ...
Reaching excellence:       Monitoring our performance9080706050403020100     Migrations to v6.0                      Migra...
Reaching excellence:             Monitoring our performance450400350300250200150100 50  0      November   December        ...
Reaching excellence:             Monitoring our performance Delay to open (in hours)          Support                    ...
Reaching excellence:Making it simple for you
Reaching excellence:               Making it simple for you On customer’s side         On OpenERP side          OR
Reaching excellence:              Making it simple for you Follow-up on Partners’side: Partner Portal
Reaching excellence:Testing new ways of serving our customers
Reaching excellence:    Testing new ways of serving our customers Example of Livechat:   New way of doing pre-sales and ...
Reaching excellence:Sticking to our commitments
Reaching excellence:                Sticking to our commitments Web-client    Weakness in architecture of v6.0 web-clien...
Reaching excellence:Getting your feedback
Reaching excellence:               Getting your feedback Satisfaction survey        450        400        350        300 ...
Reaching excellence:                    Getting your feedback Direct feedback   Migrations      Improve our current tes...
Reaching excellence:                   Getting your feedback Community and Partners Days = Opportunity to have your feedb...
OpenERP support  Yes we care
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OpenERP - Enterprise Services

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OpenERP - Enterprise Services

  1. 1. OpenERP Enterprise ServicesPhuong Luu & Marc Laporte
  2. 2. OpenERP support Yes we care…
  3. 3. Building excellence in support Allow our customers to benefit from the full potential of OpenERP - support Secure a smooth experience to the user by fixing any bug - Maintenance Allow customers to benefit at all times from the new features of OpenERP - Migration Transfer the expertise and resources to secure successful project implementations - Consulting
  4. 4. OpenERP Service Strategy Partner OpenERP Product specific / Volume Customer specific BasedEx: Customer analysis Ex : Support Ex: Custom Ex : Bug fix developmentsEx: Customer training Ex : Migrations
  5. 5. Reaching excellence:Building a strong team
  6. 6. Reaching excellence: Building a strong team Samuel Phuong consulting Support manager ManagerFunctional Technical Realease support Maintenance Migrationsconsultants consultants managerJacques- Jacques- PlateformEtienne, Etienne, Level 1 Level 2 Level 1 Level 2 Testing Xavier & scriptsFrançois, Julien,Grégory, Thibault,Grégoire, Juan, Najlaâ, Vinay, Najlaâ, Naresh, Olivier, Riken,Antoine, Cécile Xavier, Riken, Xavier, Rifakat, Najlaâ Ila Alain Olivier Ila, Olivier Somesh, Nehal, Amit, Kirti, Ravi, Hardik Mohammad, Chirag
  7. 7. Reaching excellence:Understanding each other
  8. 8. Reaching excellence: Understanding each other OpenERP:  Immediate escalation process if customers express doubts that his request is not underdstood by the person handling the support request  Quality review of Level 1 by Level 2 in terms of requests qualification and quality in the answer (on both form and content) Customer/Partner :  Need to specify the request with as many details as possible:  Provide Serial key of the Enterprise contract  Provide step by step scenario, version used, screenshot or video in order to clearly explain the problem faced  Provide bug traceback  etc
  9. 9. Reaching excellence: Understanding each other Some examples…  « Dear Support.. We are facing an error while validating delivery order.. Pl. look in to and guide us to proceed…Thanks »  « Hi guys, I have a problem with kanban view when checking my opportunities. »  « Serial Key: Mxxxxxxx-xxxxxxxx Database: Test DBUUID: {286cd930-6393-11e1-b479-005056c00008} Explanations: Remarks: User name: Administrator User email: xxxx@xxxxxx.nl -------------- {udebug: uhttp://localhost:8069/web/webclient/js:18953} »
  10. 10. Reaching excellence:Monitoring our performance
  11. 11. Reaching excellence: Monitoring our performance Issues follow-up
  12. 12. Reaching excellence: Monitoring our performance350300250200150100 50 0 November December January February March Support Maintenance
  13. 13. Reaching excellence: Monitoring our performance9080706050403020100 Migrations to v6.0 Migrations to v6.1 On site Online
  14. 14. Reaching excellence: Monitoring our performance450400350300250200150100 50 0 November December January February March Open Closed
  15. 15. Reaching excellence: Monitoring our performance Delay to open (in hours) Support Maintenance12 1810 16 14 8 12 10 6 8 4 6 4 2 2 0 0 Oct Nov Dec Jan Feb Mar Oct Nov Dec Jan Feb Mar
  16. 16. Reaching excellence:Making it simple for you
  17. 17. Reaching excellence: Making it simple for you On customer’s side  On OpenERP side OR
  18. 18. Reaching excellence: Making it simple for you Follow-up on Partners’side: Partner Portal
  19. 19. Reaching excellence:Testing new ways of serving our customers
  20. 20. Reaching excellence: Testing new ways of serving our customers Example of Livechat:  New way of doing pre-sales and generate opportunities  New service of functional support in real-time to reach any OERP user Other track we might follow in 2012  Build a knowledge base to share and generate mass effect (like forum)  Dedicate a support « account manager » for certain customer segments  Expand our services in terms of time zone and languages  …
  21. 21. Reaching excellence:Sticking to our commitments
  22. 22. Reaching excellence: Sticking to our commitments Web-client  Weakness in architecture of v6.0 web-client  Backport of web-client v6.1 to make it compatible with v6.0 server  20 days invested  Release planned for end of April (currently in testing step) Outlook Plugin  V6.0 version was not compatible with Outlook 2010  Backport of v6.1 Outlook Plugin to allow using it with v6.0 server  6 days invested  Release planned for end of April (currently in testing step)
  23. 23. Reaching excellence:Getting your feedback
  24. 24. Reaching excellence: Getting your feedback Satisfaction survey 450 400 350 300 250 200 150 100 50 0 Nov Dec Jan Feb Mar Filled surveys Closed tickets
  25. 25. Reaching excellence: Getting your feedback Direct feedback  Migrations  Improve our current tests before delivering a migrated Database  Manage migration requests, questions and problems with Project Issues  Complete the Log file with more info about new depencies, fields type changes, etc  E-mails: phu@openerp.com and ml@openerp.com
  26. 26. Reaching excellence: Getting your feedback Community and Partners Days = Opportunity to have your feedback:  Already used support: Are you satisfied? What would you like to see improved?  Never used support: Why? What would you expect from our support service? => Experienced partners: Thursday 12th, from 1pm to 2pm => New partners: Friday 13th, from 1pm to 2pm => Others: don’t hesitate to discuss with us at any time during this event
  27. 27. OpenERP support Yes we care

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