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Self-Serve Marketing at VMware with Request Portals
Shawn Butler, Manager of Digital Marketing at VMware, discusses the implementation of a new centralized tool aimed at improving project management efficiency and collaboration across various teams. The tool will provide an accessible request portal, streamline workflows, and offer insights through reporting dashboards, with goals of increasing ticket volume by 20% and reducing turnaround times. Current challenges include the lack of single sign-on support and limited integrations for the cloud version of Jira, but future expansions are anticipated to enhance cross-functional collaboration.
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Self-Serve Marketing at VMware with Request Portals
- 1. SHAWN BUTLER •MANAGER, DIGITAL MARKETING • VMWARE Self-Serve Digital Marketing at VMware
- 2. Introduction • Shawn Butler •Manager, Digital Marketing, VMware • sbutler@vmware.com • 650-427-2920
- 3. VMware.com Footprint 42 SiteLocales 19 Languages 20,000+ pages > 6 Million Monthly Unique Campaign Microsites Full Personalization & Analytics
- 4. VMware.com Support Teams LocalProject/Program Management Content Strategy Experts IT and Dev Support Teams Off-Site Augmentation External Vendors Localization / Globalizations
- 5. Does this lookfamiliar? Lead Content Writers Strategist Product Marketing Launch Manager PM’s Analyst Producers Launch Launch Manager Region Marketing Manager Linguistic Lead Translators Press and Events Launch Manager PM’s Production Analytics
- 6. Why a newtool? • One tool • Consolidated Source of TruthCentral • Clean, Intuitive Interface for requestors • Increased Efficiency managing requests/projectsSimple • As-A-Service access (Cloud Based) • Easy Signup for internal and external teamsAccessible • Reporting, Dashboards offer insights • Management awareness to aid decision makingVisible
- 7. What do wehope to accomplish? Increased Efficiency • Easy access to work history • Full tracking of all requests • Simple project management • Improve & Encourage collaboration Decrease SLAs • Faster turn-around • Optimize workflow • Allow for larger request capacity GOAL: 20% gain in ticket volume
- 8. Research Solution Simple FormBU DashWorkflow Access Custom Reports Tickets Projects Routing Eval QA/UAT Tool Ease of Use Easy to Learn Asset Storage Loc Weeks Clarizen 2 3 aaS 4 PPM / HP 5 4 Server 6 HelpNow 3 4 Server 12 JIRA 5 4 aaS 4 SFDC (Iternal) 2 3 Server 2 MantisBT 2 3 Server 12 Principle Requirements Process Improvements Integration
- 9. How? Customer Facing Portal Project Management • CentralRequest Portal –Simple, Easy –Ready Out of the Box –Self-Serve Dashboard –Production Queues & SLAs –Cloud Based • Manage the Complex –Special / Large Projects –Custom Scope, Workflow –Cross Functional –Run by a dedicated PM
- 10. Customer Interface • Mantra:Easy as Email • Super Simple forms • Instant User Access • Request Status Dashboard
- 11. Balancing Act Optimization •More Process –More detailed reporting –Tracking Hours –Status Reporting –Management Visibility • Keep it Simple –Encourage Use –Accessibility –Less Training for All SimplicityProcess
- 12. Simple Request Workflow Accountsfor over 90% of workload Maintenance Requests Small / Simple Projects Supply Chain Changes Graphics, Assets, etc Communications Auto-Notify key stakeholders Ability to CC other users Used By Customers Web Production Team
- 13. Project / LaunchWorkflow Repeatable Project Creation Project template and auto-assigned workflow Data-Upload for tasks with URL, Assignee, etc Used for launch project requests Full localization capability Status used for reporting and task assignments Optional Change Management Used By Project Managers Production, QA and Marketing Managers
- 14. Efficiency Gains Multi-Tool Process External JIRASingle Tool Solution BU creates PPM Ticket WMM Reviews Ticket Production Ticket made in Clarizen Work Completed Clarizen Ticket Updated WMM Notified of Completion PPM Ticket Updated Requestor Notified of Completion BU creates JIRA Ticket Beat Reviews Ticket Work Completed Requestor Notified of Completion Graphic Requests Email Requests UAT and Sign-off
- 15. Speed and CapacityImprovements Time Savings (7 to 3 day Reduction) Volume Increase (200 to 1000+ Tickets) Improvement sustained in future quarter New SLAs met 99% 58% 5X
- 16. A Bright Future JIRA Webteam Web Graphics WebDev / IT Globalization Creative Services Partners Metrics Future Integrations Enabled Over time, we hope to expand the tool to become a single and central system for all cross-functional work across multiple teams.
- 17. Lingering Top Challenges NoSingle-Sign-On or Active Directory support currently - On Atlassian’s radar for future implementation Limited integrations available for Cloud instance of JIRA - Custom emails, CSS, etc - can not be modified in this Cloud version Payment Options - Atlassian prefers credit card, VMmware prefers PO Storage of assets - JIRA can store up to 25GB of data for the attachment of files
- 18.
- 19. Thank you! SHAWN BUTER• MANAGER, DIGITAL MARKETING • VMWARE