Sharing the Burden The one with Plenty Helping the One in Need.
CSC helping D4CE customers and sharing the experience
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Use this title slide only with an image D4CE Solution Team & CSC January 2016 Internal
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Transcript of CSC helping D4CE customers and sharing the experience
Use this title slide only with an image
D4CE Solution Team & CSCJanuary 2016 Internal
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 2Internal
D4CE Solution Team & CSC – Sales Assistance
If you need his assistance during a pitch, please include him on the invitation to the meeting and give at least one day’s notice.
CSC Sale
s Support
CSC Kuala Lumpur TeamPoint of Contact Email Location
Gaurav [email protected] India
CSC Vancouver TeamPoint of Contact Email Location
Karthik [email protected] Palo Alto
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 3Internal
D4CE Solution Team & CSC – Error Reporting
Open a high priority ticket from within the instance of D4CE that we’re having the problem with. you can use adobe connect to walk them through the ticketing process, including requesting control ask for an invitation to the customer’s instance, so you can do it on their behalf
The SLA is as follows:VERY HIGH: answered within an hour
HIGH: answered within a day
If you’re able to replicate the result in the CSC demo instance here (https://my312451.crm.ondemand.com) and you feel the issue makes D4CE unsellable, please email the ticket number, and a screenshot of the error to Karthik or Gaurav and cc: product manager, Kathie Fromer [email protected] and Jeff Janiszewski [email protected].
Notifications aren’t sent from the D4CE ticketing system when updates are given so you’ll have to check in to confirm next steps and actions that are given by clicking the “all tickets” option from within the D4CE instance.
There is a button in D4CE referring to a support forum, this goes to the Cloud for Customer forum on SCN.
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 4Internal
Use JAM to summarize the Customer Experience
Making a post on JAM is a way to share your customer’s experience with the rest of SAP Digital, including designers and product owners.
Post in this folder: with the company name and Lead # in the CSC D4CE instance so we know where to find more information about this customer
To make your story complete be sure to include: what features they need, the BANT questions, competitors the customer was also looking at how their overall experience with this process has been.
Examples are available on the SAP Digital, Digital for Customer Engagement Group wall
So far this process has been able to catch outages in key product functions, improve the customer trial and demonstration process and better understand our competition. This transparency has created a better overall product.
Don’t forget!You can update the story
by replying to your own post.
