October 2013 Support Tamsin Bradford/ Kavitha Daniel – Head of Operations/Support manager.

October 2013

SupportTamsin Bradford/ Kavitha Daniel – Head of Operations/Support manager

Sage Evolution Conference 2

Agenda

October 2013

1. About Support2. What’s new?3. Important Info Sharing4. Q&A

About Support


About SupportMeet the Team

October 2013

Tamsin

Kavi

Andile/Cashivo

End User Support

Priority (Telephonic)

E-mail/Web Plat SupportStrategic

Client Support

VioletOko

PhokaKhathu (new)Esgee (new)Tsitsi (new)

BA/RetailSuper Team

GlendaAttie

ThatoYasmine*

*Datafix

SusanTebogoAntonyJose*Zak*

BennieTerenceHelga

Bongi (Manager)

MarvinThivi

NkosanaKhumbulani

Eddie

Bongi (Manager)MahlaneKoketsoSudipa

Ryan (TAM)Yolandie

(TAM)Abel

SilindileCaleb

Ana (Admin)

All other BP support , incl e-mail and webchat for end users

All Plat support

Support Escalations

Telephonic End User

All BP support Super Plat,

Plat, Strategic Clients

NEW NEWNEW

About SupportSupport

October 2013Sage Evolution Conference 5

BennieBennie Susan Tebogo

CashivoAndile

HelgaAnthony

OkoGlendaAttie VioletPhokaThato

YasmineJose

Softline (PTY) Ltd.

make one slide with all pics


About SupportSuper Team/BA & Retail

October 2013

Bongi

MarvinNkosoThiviEddie Khumbu

Koketso Mahlane Sudipa

Softline (PTY) Ltd.



About SupportStrategic Support

October 2013

Kavi

Ryan

SilindileAbelCaleb

Yolandi

AnaKavi

Softline (PTY) Ltd.



About SupportRecruitment

October 2013

• Experience• Work sample• Profile

Softline (PTY) Ltd.

Hi Estelle - can we put a nice pic in here...people working together etc? Or is this ok?


About SupportStaff Development

October 2013Insert dateSage presentation

8 week induction

– LU4

Monthly Training

Onsite Rotations

10

Annual PECI

refresher

Super Team level – LU6

Specialisation

Growth into

business or

channel


About SupportStats and Achievements

October 2013

34%

20%13%

20%

14%

An Average Month

TelephonicE-mail/webData Onsite, RemoteTraining, Beta, other

What’s New?


What’s New?New Look BP Zone

October 2013


About SupportLocal BP Zone Structure

October 2013

My Account My Customers Sales Marketing

• My account details

• My contracts• Re-register/

Update details

• Site Users• Training

Accreditation• Log an

incident

TrainingSupport

• My customers

• Module check

• Reports & statistics

• Orders• Pricing • Log an

incident•

• Marketing News

• Marketing guidelines

• Reseller logos

• Box shots• Fonts• Events• Promotional

Items• Powerpoint

templates

• Webchat• Utilities• Log an

incident• View all

incidents• Knowledge

Base• Product

updates• PDF tutorials

& videos• Suggestions

& defectsNEW

• Reseller training

• Book training• Pricing• FAQ’s• Discount

Process• Free training

manuals•


About SupportInternational BP Zone Structure

October 2013

My Account My Customers Sales Marketing

• My account details

• Pervasive license keys

• Register my serial numbers

• Site users• Update

company details

• Log an incident

TrainingSupport

• Customer details

• Customer serial number & module details

• Linked Resellers

• Module check• Renewals for

subscription customers

• Reports & statistics

• Search for customer

• Online Registrations

• Business development

• Pricing• Sales Tools• Log an

incident

• Box shots• Business

partner logos• Marketing

guidelines• Promotional

items

• Webchat• Utilities• Log an

incident• View all

incidents• Knowledge

Base• Product

updates• PDF tutorials

& videos• Suggestions

& defectsNEW

• ??


What’s New?Live Chat

October 2013


What’s New?Defects/Suggestion Process

October 2013

Search for existing

Query existing or Add New

Support team acknowledges

receipt

Support Team liaises with

development

Feedback provided to

client

Zones updated with relevant

info


What’s New?The Knowledge Base

October 2013


What’s New?Work in Progress – Zones

October 2013

• Dedicated resource for updating content• Aggressive Knowledge Base upgrade plan• Forums coming soon• Adaptive screens for mobile devices• All suggestions welcome

Insert pic here

Softline (PTY) Ltd.

can we put a nice pic in here to fill up the space?


What’s New?Supportive software tech

October 2013

Important Information SharingKavi Daniel


Important Info SharingScope of Support

October 2013

Professional assistance Knowledgeable troubleshooting Timeous communication Suitable recourses

Excessive “How To” Multi user installs & upgrades OS, hardware, networks Accounting advice Forms designer & customised reports Product customisations


Important Info SharingElective Module Support

October 2013

Client Super UserCertified Business Partner

Specialist Support Team


About SupportBusiness Partner Support

October 2013

Normal Priority Support Platinum Priority Support

Insert dateSage presentation

TelephonicE-mail/Web

Dedicated team

25

T.A.M

Super Team level

– LU6BA/Retail Datafix


Important Info SharingWebinar Tech Sessions

October 2013


Important Info SharingGeneral Support Info

October 2013

Please provide as much detail as possible

Demystifying reference numbers


Important Info SharingLogging Support Queries

October 2013

After call survey

E-mail notification of closed incidents

Sage presentation 29

Thank youfor your time

Any Questions?

Insert date

October 2013 Support Tamsin Bradford/ Kavitha Daniel – Head of Operations/Support manager.

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Transcript of October 2013 Support Tamsin Bradford/ Kavitha Daniel – Head of Operations/Support manager.