Support and EpicCare Update

Transcription

1 Support and EpicCare Update Ian Ashby Senior Vice President, Global Support 2017 Epicor Software Corporation

2 Agenda The EpicCare Project What Our Customers (& Partners) Are Telling Us Our Vision for Support EpicCare Tips n Tricks 2

3 The EpicCare Project 3

4 Customer Feedback About Epicor Support Service Experience Initial Response Time Price/Value & Policies Knowledge level Timeliness of communication and follow up Communication method ( /phone behaviour) Offshore Resolution time Bug fix turnaround time Employees Documentation Online Experience Value for experienced users Consistency Relevance of solution

5 The Challenge! 15+ Support Systems and 50+ Customer Portals! 5

6 Our Response Our Response? 6

7 Overview & Reminder from 2016 Major transformational project focused on improving the overall customer experience Multi-million dollar investment, driven from customer feedback Combination of systems and processes A single support system across all products, for all customers in all geographies, based upon the ServiceNOW platform Consistent support processes, leveraging best-in-class Service Management practices, driven by newly-formed Command Center team Stretch target to complete the global rollout of EpicCare within 12 months 7

8 EpicCare Rollout What We Achieved EpicCare Rollout now complete: Seven Waves replacing 15+ existing support systems All products, all customers & partners, globally, now live We achieved our stretch target! Wave Primary Products Go-Live Date Wave 1 Eclipse April 2016 Wave 2 Distribution June 2016 Wave 3 Prophet 21, Eagle August 2016 Wave 4 Auto, isolutions, Enterprise November 2016 Wave 5 Epicor ERP December 2016 Wave 6 iscala, BisTrack US January 2017 Wave 7 Tropos, BisTrack UK, CMS March

9 EpicCare The Results 51,000 users from Customers and Partners registered for EpicCare Run-rate of 500,000+ support cases annually going through the single EpicCare platform 33% of all support cases being logged through the new EpicCare customer portal Increasing at 1-2pp per month 9

10 What are Our Customers (& Partners) Telling Us?

11 EpicCare Customer Feedback HUGE improvement over the old system What am I going to do with all of my free time? The new portal is amazing Especially like the formatting in the Knowledge Base Retail Customer Distribution Customer You can actually drop screen shots right into the website [and] reply to a case notification with a screen shot Just those two things and the ability to simply reply by to the cases are HUGE EpicCare is working well and support has been great certainly a well-functioning support system Manufacturing Customer Congratulations. EpicCare helps us! Distribution Customer Channel Partner

12 Support Survey Results Now all auto-generated thru EpicCare 11,781 survey responses in the 12 months April 2016 to March 2017 Overall NPS a very healthy +27% Support Survey Results April 2016 to March % of responses scoring Epicor support 10-out-of-10 79% positive responses (scoring 6+/10)

13 And Now The End of the Beginning with the completion of the global rollout of the EpicCare system Focus now is on Continuous Improvement The EpicCare system Support processes, including the interaction with other parts of Epicor The Value you receive from Epicor Clarity of support & mtce policies Customer Experience and Customer Satisfaction 13

14 Our Vision for Support

15 The Vision for Epicor Support Helping customers & partners grow through customer-endorsed support services Industry, technical and product expertise Industry-leading tools and systems Proactive services Global capability and accessibility Customer advocacy Solution-focused coverage The process of continuous improvement never stops

16 5 Steps Towards the Vision: 1. Year-on-year improvements in customer satisfaction with Epicor support 2. All customers & partners conclude that the EpicCare portal makes using s for logging support cases redundant 3. Knowledge-Centric Support: 24x7x Knowledge provided in a format that is easy to consume [video] 5. Other ways to interact with Epicor Support: Social, Communities 16

17 And Finally

18 An Award for EpicCare 1 st May 2017: The EpicCare project announced as the winner of a Stevie for Customer Service Department of the Year in the 2017 American Business Awards Comments from the judges: A transformative year for Epicor. Not many can replace all their systems and still show improving metrics The new electronic case management system is impressive You have been able to navigate the complexity of mergers and acquisitions nicely. Congratulations All I can say is well done. 18

19 EpicCare Tips & Tricks

20 EpicCare Portal (1) Raise your hand if your are registered on the new EpicCare portal 20

21 EpicCare Portal (2) We checked the Partner attendee list for this event: 55% of Partner attendees at this event are registered for the EpicCare Portal 38% of those registered have accessed the EpicCare Portal in May/June So that s 21% of attendees.. 21

22 EpicCare Portal (3) ( 22

23 Agenda 1. notifications 2. Standard User versus Power User 3. Searching the Portal 4. Cases versus Problems 5. Positive Call Closure 6. Useful contact information 23

24 Notifications (1) See Knowledge Base Article : KB

25 Notifications (2) See Knowledge Base Article : KB

26 Standard User versus Power User (1) See Knowledge Base Article : KB

27 Standard User versus Power User (2) See Knowledge Base Article : KB

28 Searching the Portal 28

29 Knowledge Search During Case Entry 29

30 Cases versus Problems (1) 30

31 Cases versus Problems (2) 31

32 Positive Call Closure (1) See Knowledge Base Article : KB

33 Positive Call Closure (2) Accept This will then close the case Reject This will re-activate the case. Please provide details of why you are rejecting Need more time You must be registered on the Portal Specify the number of days to suspend the case 33

34 Useful Information (1) EpicCare Portal issues Maintenance Issues or Support Issues System down Telephone your local support centre Please log other cases via EpicCare Portal Please click on reply on automated s to update that case DO NOT LOG NEW CASES VIA 34

35 Useful Information (2) Portal overview videos are available from the login screen EpicCare Suggestion Box New contacts Customer Portal User Guide - KB

36 EpicCare Partner Specifics 1. For registered Partners your employees only register ONCE (against the Partner account) in EpicCare; then linked to all your customers through Parent-Child association 2. If you are providing consultancy (only) to a specific customer, you will need to register as a temp. contractor on that account to be able to log support cases. NB there is an approval process from the customer 3. End-user customers (effectively) have read only access to the EpicCare portal if they are supported by a Partner (i.e. not allowed to create support cases). BUT, the end-customer can see all comments [from the Partner] in EpicCare NB data protection issues 36

37 Support from Epicor Partner Specifics 1. Be wary of your planned go-live version on Epicor ERP implementations, and the implications for getting fixes (given ERP 10.1 release cadence) 2. Maintenance expiry dates enforced automatically thru EpicCare (i.e. no support if payment not received by Epicor). i. NB if the customer has paid you, but you have not paid Epicor. 3. Cancellations and Reductions enforcement of contract term: written notification of 90 days, prior to annual mtce renewal date i. Good for Partners, Good for Epicor. 37

38 Using EpicCare Any interest from Partners in buying/renting an instance of EpicCare for your own support operations? Please give us feedback on any Partnerspecific enhancements to EpicCare you would like to see 38

39 Wrap-Up

40 In Summary Delivered on our promise to rollout EpicCare The End of the Beginning Driving continuous improvement for the benefit of Customers & Partners Much, much more still to come Epicor Support: A Continuous Path to Excellence

41 Thank You Ian Ashby SVP, Global Support Mobile : Direct Tel: (UK) Direct Tel: (US) 2017 Epicor Software Corporation