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

1. Serving External Customers with
Service Desk: A Study in Dog Fooding…
Tony Atkins • Program Manager • Atlassian • @duhrer

2. So, Atlassian
doesn’t have sales
people...

3. But we do have people
who talk to you once
you're interested in
buying our software…

4. Customer
Advocates

5. Global Team: 20
Advocates

6. High Volume: 11,000
Requests / Month

7. 20% Phone Calls 80% Web and Email

8. The Problem
Isolated Team
Limited Data and Metrics
Limited Reporting
Hard to Customize

9. The Problem
Isolated Team
Limited Data and Metrics
Limited Reporting
Hard to Customize

10. Lost in Translation

11. The Problem
Isolated Team
Limited Data and Metrics
Limited Reporting
Hard to Customize

12. The Problem
Isolated Team
Limited Data and Metrics
Limited Reporting
Hard to Customize

13. “ What’s measured improves.
”
Pete
Drucker

14. SLAs

15. SLAs

16. SLAs

17. Time Tracking

18. Time Tracking

19. Workflow

20. Workflow

21. The Problem
Isolated Team
Limited Data and Metrics
Limited Reporting
Hard to Customize

22. The Problem
Isolated Team
Limited Data and Metrics
Limited Reporting
Hard to Customize

23. Reporting

24. The Problem
Isolated Team
Limited Data and Metrics
Limited Reporting
Hard to Customize

25. The Problem
Isolated Team
Limited Data and Metrics
Limited Reporting
Hard to Customize

26. One Size Fits Some

27. SLAs

28. Reports

29. The Problem
Isolated Team
Limited Data and Metrics
Limited Reporting
Hard to Customize

30. The Solution
Connected Team
Great Data and Metrics
Great Reporting
Easy to Customize

31. The Solution

32. The Solution
Connected Team
Great Data and Metrics
Great Reporting
Easy to Customize

33. The Solution
Connected Team
Great Data and Metrics
Great Reporting
Easy to Customize

34. Collaboration

35. The Solution
Connected Team
Great Data and Metrics
Great Reporting
Easy to Customize

36. The Solution
Connected Team
Great Data and Met r ics
Great Reporting
Easy to Customize

37. Replaced 21
Custom Fields with Labels

38. SLAs

39. SLAs

40. SLAs

41. Workflow

42. Workflow

43. Workflow

44. Time Tracking

45. Time Tracking

46. Change Log

47. Searchable!

48. The Solution
Connected Team
Great Data and Met r ics
Great Reporting
Easy to Customize

49. Value Stream

50. Value Stream
Start Finish
Time Spent

51. Value Stream
High Value
Start Finish
Low Value
Time Spent

52. The Solution
Connected Team
Great Data and Metrics
Great Reporting
Easy to Customize

53. The Solution
Connected Team
Great Data and Metrics
Great Reporting
Easy to Customize

54. Reports

55. Reports

56. The Solution
Connected Team
Great Data and Metrics
Great Reporting
Easy to Customize

57. The Solution
Connected Team
Great Data and Metrics
Great Reporting
Easy to Customize

58. SLAs

59. SLAs

60. Agent Views

61. Agent Views

62. Reports

63. Reports

64. Reports

65. The Solution
Connected Team
Great Data and Metrics
Great Reporting
Easy to Customize

67. The Solution
Connected Team
Great Data and Metrics
Great Reporting
Easy to Customize

68. The Solution
Connected Team
Great Data and Metrics
Great Reporting
Easy to Customize

70. Image Credits
IcoMoon Icon Pack
https://icomoon.io
Entypo Pictogram Suite
http://www.entypo.com/
Jeff McNeill
+ http://bit.ly/1oJ1w26