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V1 Customer Success
- 1. Welcome to VersionOne Account Specialist: Brandon Peek Customer Success Specialist: Sam Suhajda March 24, 2014 Logo here
- 2. © 2014 VersionOne, Inc. 2 • Welcome and Introductions • Your Objectives and Roadmap • Resources for Success • Next Steps Agenda
- 3. © 2014 VersionOne, Inc. 3 Your Objectives and Roadmap
- 4. © 2014 VersionOne, Inc. 4 • Accelerate time to market • Manage changing priorities • Better align IT with the business • Increase productivity • Improve software quality • Enhance project visibility • Reduce risk Typical Objectives for Agile Transformation
- 5. © 2014 VersionOne, Inc. 5 Your Objectives • Summary of objectives in their words.
- 6. © 2014 VersionOne, Inc. 6 • Commitment to agile practices • Product configured for Agile Your Way • Effective training approach • Engaged team leads • Integrated Source Control Mgmt. • Proactive internal support VersionOne Implementation - Keys to Success
- 7. © 2014 VersionOne, Inc. 7 VersionOne Implementation - Keys to Success What do you view as the keys areas of focus for a successful implementation?
- 8. © 2014 VersionOne, Inc. 8 Current (Present-3 Months) Soon (3-6 Months) Later (6-12 Months) Onboard X Onboard Y HPQC Integration Agile Training Git Integration V1 Training Materials Analytics Training Continuous Integration Your Roadmap
- 9. © 2014 VersionOne, Inc. 9 Integration Point Application Integration Goals Project and Portfolio Management Continuous Integration N/A Test Management IDE Source Code Management Defect Management Bugzilla http://v1appcatalog.azurewebsit es.net/app/index.html#/Details/V ersionOne.Integration.Bugzilla Requirements Management CRM Application Development Tools Ecosystem
- 10. © 2014 VersionOne, Inc. 10 Role Description Name Executive Sponsor Promotes the importance of the agile transformation across the company VersionOne Champion Guides the implementation of VersionOne VersionOne Training Lead Trains new VersionOne users System Administrator Ensures VersionOne is available and performing well Integration Lead Develops and/or installs integrations with other systems Agile Champion Guides the implementation of agile practices Your Success Team
- 11. © 2014 VersionOne, Inc. 11 Resources for Success
- 12. © 2014 VersionOne, Inc. 12 Resources for Customer Success
- 13. © 2014 VersionOne, Inc. 13 Customer Success Specialist Responsibilities: •Introduce the most impactful resources to help achieve your objectives •Share insights into your product usage •Highlight new product capabilities that align to your objectives •Act as a point of escalation when working with other resources Sam Suhajda Email: Sam.Suhajda@VersionOne.com Phone: 678-813-8112 Location: Atlanta, GA Guiding you to a successful implementation.
- 14. © 2014 VersionOne, Inc. 14 Account Specialist Responsibilities : •Coordinating evaluations for additional product purchases •Handling contractual questions Brandon Peak Email: Brandon.Peak@VersionOne.com Phone: 678-648-4535 Location: Atlanta, GA Assisting your selection of the right products and services.
- 15. © 2014 VersionOne, Inc. 15 VersionOne Community Site • Find answers to common usage questions • Integrate to other applications • Learn about the latest release • Get insights from our agile and product blogs • Share feature requests • Check on system status Visit http://community.versionone.com or access the “Support Center” from within the application.
- 16. © 2014 VersionOne, Inc. 16 Product Support Monday-Friday 9AM-5PM EST Email: support@versionone.com Phone: 678-268-3332 Web: http://support.versionone.com Walk-Ins: 6220 Shiloh Rd., Alpharetta, GA Contact customer support when: •How-to guidance when the community site isn’t fully addressing your situation •The application isn’t behaving as you’d expect •You require instance maintenance assistance, such as a sandbox refresh
- 17. © 2014 VersionOne, Inc. 17 Agile Community • AgileLIVE Webinars—expand your perspective with presentations by agile thought leaders • Agile Chronicles—stay current with the best new articles and blogs • State of Agile Survey—make more informed decisions Sign up today at www.versionone.com
- 18. © 2014 VersionOne, Inc. 18 VersionOne Training & Services • World class agile and product training to help you get started with agile and easily scale across the organization • Consulting Services for assessments, coaching, and transitions • Technical Services by proven experts in data migration, application integration, custom APIs and Reporting/Analytics See a full list of offerings at http://www.versionone.com/training.
- 19. © 2014 VersionOne, Inc. 19 Next Steps
Editor's Notes
- - Welcome and Thank Customer for business - Introduce who is on the call from our side, and ask them to do the same. Ask for project roles from the participants - The purpose of this meeting is to introduce both teams, establish a baseline of what you are trying to accomplish so that we optimize our ability to help you achieve your objectives, and to provide you with information about VersionOne so that you can find any help and info that you may require
- Agenda for today is as follows: Welcome and intros just had, but will provide more detail about roles later in the meeting Discussion around what you are trying to accomplish with Agile transformation and move to V1. - we should reference whether or not we know some of this – if so, validating and updating where appropriate. (need a statement around why it is important for us to understand these – in order to provide the best service towards obtaining their objectives….. (write this specifically)) Review your plan and the planning process High-level review of the resources available to you as a V1 customer Ask if there is anything else they want to cover or accomplish in the meeting (if they have product questions or something like that – we will discuss in next steps)
- The discussion here will vary around whether or not we have already have some of this information, the size of the company, and to whom we are talking. If we have a lot of information about their goals and objectives, we should have the slide completed with their specific info. If not (or only a couple), review the Typical Objectives (results from the State of Agile Survey). Then help them decide what is important to them and document (we can send them an updated version after the call). The key rationale with understanding their objectives is to make sure we are providing the needed support to help obtain then. These will also be important talking points for subsequent check-in calls.
- V1 conducts a “State of Agile Survey” annually the hits a significant portion of the Agile community. One of the things we ask about is why companies move to Agile dev methodologies. The primary reasons are as follows: Accelerate time to market – agile methodologies enable more frequent releases to production (Q: What frequency are you trying to get to and why – ex yearly to qtly?) Manage changing priorities – agile provides for on the fly changes without disrupting release schedules Better align IT with the business – agile development increases the frequency and quality of the interaction between the business and dev, helping to insure that corp objectives are aligned with what is being delivered Increase productivity – engineering teams are able to deliver more functionality, more frequently Improve software quality – and with better quality through Agile processes Enhance project visibility – agile tools and methodologies provide more visibility into the status of releases and roadmap items than traditional processes Reduce risk – Shorter, more visible delivery cycles, coupled with high frequency testing, are more likely to produce working, on time releases that a traditional, 6 month development cycle. If you went to your executive sponsor – which of these would they indicate are critical to the success of this effort? Are there others? How do you plan to measure?
- We will complete this and re-send after the meeting
- Our experience has shown that customers who are exceeding there objectives with V1 have similar characteristics. Commitment to agile practices In our state of agile survey, respondents who scaled agile successfully said the biggest success factor was executive support. We make AGILE easier. Transforming an organization is hard. It can feel like you are swimming up stream, if you don’t have support for agile practices. Product configured for Agile Your Way As much as possible, the product should align to your way of working. Keep it simple for your users! Many times that means turning things off. Effective Training Program It’s not enough to have a plan for how people should use the product. Your users have to have confidence in how to perform their software development activities in VersionOne. One reason that our on-site training is so popular is that our trainers modify the course to reinforce the aspects of the product that matter to you. Integrated Source Control Mgmt. Integrating your source control management gives your developers full traceability. It’s an easy way to increase productivity and show that you care about the developer experience. Engaged Team Leads Teams use the tool and talk about how it is working. Having someone who takes ownership of knowing the usage guidelines and why they where chosen is a powerful way to reinforce the usage guidelines and capture feedback from the teams, so you can work to remove any impediments. Proactive internal support Our most successful customers don’t stop with letting users know where to go if they have any issues. They reach out to the teams and solicit feedback on how it’s going.
- Every implementation is different – what do you feel are the critical elements for this to succeed? ( and why )
- One of the other key success factors is strong planning. We encourage all new customers to develop a plan or roadmap that encompasses their keys to success and specifies what needs to be done and when, as they implement VersionOne The categories of the types of things that need to be in the plan include - Agile training Admin training and configuration End-user training Integration set-up Rollout plan for teams and projects (if they have a plan – review it with them and ask them about missing items from the above list, if they don’t have a plan suggest they create one and discuss the above planning areas. Also, we can offer the Implementation checklist to them – either ship them the document or send them a link to it )
- Pre- built connectors are available for many commonly used software development tools, including: PPM, continuous integration, test and source code management tools; IDEs, defect trackers, requirements management, and CRM or Helpdesk tools . Intgrations facilitate the implementation process by making adoption much easier – your teams continue to use the tools that they are used to: (we should have some of this ahead of time and validate, otherwise we should walk thru the list and provide links for their applications after the meeting) Most connectors are free (including source code for customization) and are supported by VersionOne or contributed by the community. Others are available through our network of technology partners. Most integrations are straightforward, but we also have a technical services team available to support custom integrations or situations when the customer prefers that we integrate various tools for them.
- V1 has a lot of different resources that we make available to make sure that you are successful using our product to accomplish your agile objectives. Touch on key resources – your account team to extensive online resources; consulting services that cover agile training, implementation support, and product adoption; a large network of partners, industry leading support of agile its user community
- Despite this picture, I am actually a nice and helpful person. Re-enforce primary point of contact and subsequent check-in calls
- Acct specialist -
- Emphasize that the Community Site is the primary place to find info and get help. Talk about the various areas in the community site and the types of content Federated search capabilities to find the right content anywhere on the site Help center – video and written content with extensive coverage of the V1 application and usage scenarios Ask the community – when you can’t find an answer, we have an active user community willing to help each other Get training – tons of free “how to”info on the site, but if you need more, Get Training provides detailed information about what is availablre Suggest a Feature = Idea space, submit suggestions as well as review and vote on ideas from other users – Prod Mgmt reviews this frequently and utilizes to drive the roadmap for subsequent releases Developer Community – provides detailed technical information for common areas of the product and integrations. There is also a separate dev community where your engineers can seek answers and advice from other users of V1 (Should we have the Community Site up during this part of the meeting?)
- When you can’t find what you need on the through the community site - excellent support staff available to resolve your problems Touch on the SLA and ways you contact – responds w/in 1 business day, typically much faster (Need link to Support FAQ)
- VersionOne contributes more content, seminars, networking and thought leadership to the Agile community than any other provider . Describe the 3 bulleted - Agilelive Webinars, Agile Chronicles, State of Agile survey - But be prepared to discuss any of the others in case the customer has questions.
- Ask customer if there is anything alse that they need to get started, any other items they want to discuss Complete the powerpoint with items derived from the meeting (customer team, objectives, keys to success, roadmap, integrations) – and send to customer Review any action or follow-up items Discuss timing for first check-in meeting.