http://openerp.com/catalog

1. OpenERP Enterprise
Services
Phuong Luu & Marc Laporte

2. OpenERP support
Yes we care…

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. OpenERP Service Strategy
Partner OpenERP
Product specific / Volume
Customer specific
Based
Ex: Customer analysis Ex : Support
Ex: Custom
Ex : Bug fix
developments
Ex: Customer training Ex : Migrations

5. Reaching excellence:
Building a strong team

6. Reaching excellence:
Building a strong team
Samuel Phuong
consulting Support
manager Manager
Functional Technical Realease
support Maintenance Migrations
consultants consultants manager
Jacques- Jacques- Plateform
Etienne, Etienne, Level 1 Level 2 Level 1 Level 2 Testing Xavier
& scripts
François, 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. Reaching excellence:
Understanding each other

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. 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
--------------
{u'debug': u'http://localhost:8069/web/webclient/js:18953'} »

10. Reaching excellence:
Monitoring our performance

11. Reaching excellence:
Monitoring our performance
 Issues follow-up

12. Reaching excellence:
Monitoring our performance
350
300
250
200
150
100
50
0
November December January February March
Support Maintenance

13. Reaching excellence:
Monitoring our performance
90
80
70
60
50
40
30
20
10
0
Migrations to v6.0 Migrations to v6.1
On site Online

14. Reaching excellence:
Monitoring our performance
450
400
350
300
250
200
150
100
50
0
November December January February March
Open Closed

15. Reaching excellence:
Monitoring our performance
 Delay to open (in hours)
Support Maintenance
12 18
10 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. Reaching excellence:
Making it simple for you

17. Reaching excellence:
Making it simple for you
 On customer’s side  On OpenERP side
OR

18. Reaching excellence:
Making it simple for you
 Follow-up on Partners’side: Partner Portal

19. Reaching excellence:
Testing new ways of serving our customers

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. Reaching excellence:
Sticking to our commitments

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. Reaching excellence:
Getting your feedback

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. 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. 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. OpenERP support
Yes we care