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ProductX2014 Yuval keidar.ness
Yuval Kedar is the VP of Service on Demand and CTO of Ness Technologies. He has over 25 years of management experience in programming, infrastructure, and as a former CIO. As companies develop new products, they often struggle to balance continuing product development while also providing adequate customer support. Kedar recommends that companies focus their R&D funds on product creation and instead utilize specialized service providers to handle customer support needs through tools like CRM, knowledge bases, monitoring, multi-language support across all access channels, and service management. This allows companies to scale globally while keeping their core teams focused on research, design, testing, and product innovation.
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- 1. We, Support. YuvalKedar VP Service on Demand & CTO Ness Technologies
- 2. BIO 45, M+3,Yavne Over 25 years of Management (& command) experience Lieutenant-colonel (reserve) Programmer, Infrastructure ,ex CIO B.A Business Administration M.A Political Science VP Service on Demand – 300 employees , 80+ customers CTO – 2 technological units, ITIL Master Business Development
- 3. Product lifecycle twiststo customer support • First you imagine than creates • POC/MVP • First customer • Build and package (main effort) • Second and third customers • While im(proving) your product Some customers use it and have question (and needs) • Start support request changes – heavy load • CRs turn to release turns to expectations for Service • Did someone said SLA?
- 4.
- 5. Essential Capabilities youneed while creating You need to: • Communicate clearly and professionally with your customers? • Operate a 24 X 7 support service? • Deliver multi language services ? • Maintain technical knowledge through support layers? • Understand customers from different cultures? • Evaluate and improve your customer’s perception on your service and products ? • Extract business data from customer support systems? layers?
- 6. State of theart product creates Dilemma.. Customers or Product? R&D Defocus?!.. or Comprehensive Tailored Solution Ready to use
- 7. Recommended methodology forproduct support Overall ability to operate an efficient, smart and high performance service facility
- 8. Don’t spend R&Dmoney on Service set of tools CRM & Reporting Knowledge Base NOC & Monitoring Any language Interpreting ALL Access Channels Service Management
- 9. How to createworld wide? Near shore
- 10. When you scaleup – keep focused • Operate field support in Israel and other locations • Design, build and operate R&D labs private or public cloud • Operate testing and QA • Training and change management • IT operations and experts: MS, UNIX, DBA, Network, Telephony, etc. • Operate logistic processes, inventory, purchasing • Operate and measure other contractors • Cloud services
- 11. Well … that’sa total waist of R&D money
- 12. You, Create. We,Support.
- 13.