VOCI Final Presentation

IS&T Summer Intern Group 2013
Voice of the Customer
Initiative

Problem Scenarios
Disclaimer: The names of the following users have been changed to maintain confidentiality. The
scenarios are, however, based on true occurrences.

© Copyright 10/8/2013BMC Software, Inc 3
Customer: John Doe
Task: Share documents with BMCers in India and France
Problem: Cannot access Dropbox
Action: Opens ITSM ticket, waits a couple of days for a response, posts on All BMC
Chatter group about the issue
Scenario 1 - Impatience
“Does anyone know if dropbox
*is+ still banned by BMC’s
Airwatch policies?”

Customer: John Doe
Task: Share documents with BMCers in India and France
Problem: Can not access Dropbox
Action: Opens ITSM ticket, waits a couple of days for a response, posts on All BMC
Chatter group about the issue
Scenario 1 - Impatience
This is a customer who used
Chatter as a second channel for
IT-related help after getting
impatient with ITSM.

Customer: Judy Bloom
Task: Design BMC website
Problem: Does not have VPN hardware device
Action: Opens ITSM ticket and quickly receives a response she’s not happy with,
complains about IT service on a post in Office @ Home Employee group on Chatter
Scenario 2 - Complaints
“If you are WFH full time, you
should really consider getting a
VPN hardware device. You can get
them on Ebay for about $150 (you
don't need to get the $800 IT will
tell you)…”

Customer: Judy Bloom
Task: Design BMC website
Problem: Does not have VPN hardware device
Action: Opens ITSM ticket and quickly receives a response she’s not happy with,
complains about IT service on a post in Office @ Home Employee group on Chatter
Scenario 2- Complaints
Chatter as a channel to voice her
anger with IT’s response to her
problem.

Customer: Jeff Smith
Task: Apply Bayes’ Theorem on algorithm
Problem: Can not view Bayes’ Theorem Wikipedia page in English
Action: Posts a complaint in Chatter’s All BMC group
Scenario 3 - Sole Channel
“Why is the English language
version of Wikipedia being
blocked from the BMC network?”

Customer: Jeff Smith
Task: Apply Bayes’ Theorem on algorithm
Problem: Can not view Bayes’ Theorem Wikipedia page in English
Action: Posts a complaint in Chatter’s All BMC group
Scenario 3 - Sole Channel
Chatter as his sole channel of
communication with IT (and the
entire BMC).

With 6000 employees, such scenarios
happen on a daily basis.
Our Goal…
To help IT gain visibility into issues affecting BMC through SFDC
Chatter in addition to formal ITSM Incident Management
application
Goal

Project Overview

Step 1: Know Your Data
Sandbox
Excel
Posts and Comments
Ticket information

Step 2 : Evaluate External Options
Features Indicee Semantria Splunk
Real time processing   
Integration with help desk (ITSM)   
Sentiment Analysis Capability   
Text Analytics Capabilities   
Adoption or Usage   
Posts and comments, groups,
follows, likes, tags, files   
Platform SFDC Excel or API Splunk
Speed Fast Fast Very Fast
Scalability   
Algorithm None Highly Tweakable Manual Process
Implementation time < 1 Day < 1 Day < 1 Day
Market Presence (# of customers) 1.1M users/month 450 6200
Experience handling Chatter data   
Supports multiple sources of data   
Socialization across the enterprise   
Dashboard creation ability   
Reports creation ability   
Total cost of ownership $20/user/month $1000 for $5k Perpetual License
100k Transactions Plus Annual Fees
OR
$2k Annual License
No Annual Fees
Products
Sentiment Analysis and Text Analytics Software Comparison Chart
Splunk isn't capable of
performing sentiment
analysis. Splunk is more of a
manual process than we are
looking for.
Additional Comments
Indicee isn't capable of
sentiment analysis. It can
monitor tags and likes. Indicee
is more for simple metrics.
Free trial up to 15,000
posts. Capable of Themes,
Categories, Query Searches,
and Sentiment Analysis.
• Monitor Chatter usage
• Identify top tags
• Perform deeper analysis than Indicee
• Could not identify trending topics
• Create themes
• Categorize posts
• Query search
• Perform Sentiment analysis

Step 3: Import Data
Connected to SFDC Sandbox
Connected ITSM Incident Excel Data
• Connects with salesforce.com
• Integrates with 3rd party APIs
• Allows drill-down

Step 4: Extract Text and Analyze Sentiments
“If you are WFH full time, you should really
consider getting a VPN hardware device.
You can get them on Ebay for about $150
(you don't need to get the $800 IT will tell
you). Look for the Netscreen 5 GT or XT (or
better). Dealing w/ the SSL vpn is such a
nightmare for a variety of reasons”
QlikView Script
Business Service : Network and Telephony
Technical Service : VPN
Chatter
Post
Netscreen 0.273924
nightmare -0.725498
reasons -0.657431
SSL vpn -0.581077
Overall Sentiment: Negative
Keyword sentiments:

Step 5: Create Dashboards and Report
This is the home page of the dashboard. It is divided into 4
main sections.
Ongoing documentation of requirements, processes, and deliverables
since Day 1.

Reasons for the Dashboard
Business Goals
• “.. consolidate multiple
collaborative channels
into a single view…”
Technology Goals
• Construct an algorithm
for data mining
• Develop a channel that
can present the results
Project Goals
1.Meets Requirements
Additional Stakeholder
Requests
• Sentiment Analysis
• Drill-down
capabilities
• Mapping of Chatter
posts with ITSM
tickets
• Ticket creation from
Chatter
2.Fits Timeline
Definition Planning Execution Delivery
3. Optimizes Resources
IS&T Kickoff Executive Kickoff Mid-term Report Final Presentation
June 10th June 17th July 12th August 8th
4. Adds Value to Current
Reporting tools

Qlikview Dashboard Demo
See It for Yourself!

Dashboard Details
FeatureName FeatureDescription
Dashboard A combined display of usage and IT-related posts and comments within Chatter and ITSM
Incidents ticket data
Trending Topics A list of the top IT-related issues in Chatter and top causes for the creation of ITSM Incidents
tickets
Sentiment
Analysis
View of the sentiment of each IT-related post on Chatter (from highly negative to highly
positive)
Drill-down
Capability
Dashboard capability that enables a user to look deeper into specific filters of the Chatter and
ITSM data
Example Uses
• Dashboard was designed to be self-service and used intuitively for the following:
• Visibility into Chatter posts, ITSM Incidents, and overlaps between the two information sources
• Highlight trending issues in Chatter posts and comments
• Ability to monitor frequency of complaints and sentiment toward technical services using drill-down
capabilities
• Identification of which services are most effective and which cause the most issues

Trending Keywords – User Level

Sentiment Analysis – User Level

Dashboard Limitations
FeatureName FeatureDescription
Ticket Creation Creating an ITSM ticket for a user or an issue based on a specific Chatter post or a trending IT
issue in Chatter
Real Time Updates Scheduled update of data sources in order to provide up to date trending IT-related topics in
Chatter and ITSM Incidents
Web app
dashboard
Taking the dashboard that we have created in QlikView and creating a web app from it
Direct User
Contact
Ability to create an email from the application in order to contact a user about their issue
Alert System Metrics to create alerts if new issues appear or trending topics change
Impact Score Generateand impact score on a post based on number of likes, comments, commenters, and
sentiment

Best Practices
Business analytics on combined data from Chatter and ITSM can help
make better decisions faster
- BMC has the products in place, but would benefit from improving how
they are used, and how the data is organized and viewed
- By implementing minor usage changes, the value of these tools can
increase significantly
Improve data organization using simple, pre-defined hashtags
- Helps to transform large unorganized data into workable information
- Ex: #ITRequest, #Sales, #SuccessStory, #OfficeAtHome, #Knowledge,
#Innovation
Promote and Encourage Best Practices
- Use those with high influence scores (based on followers, comments and
likes) to demonstrate best practices
- Empower key stakeholders to drive user adoption of the best practices

Reduce I.T. Friction with the help of Social Media
An astonishing 86% of the end-users the report studied lost an average of
18 work hours a month (that’s 5 full weeks a year) because of I.T. issues,
to the tune of over $100 billion in losses – Forrester Research
Increase in employee engagement leading to better productivity
Faster problem identification and solving by collecting data from
multiple sources
Research indicates that 70-80% of enterprise information resides outside
of databases in unstructured fashion
Creation of an easily accessible internal knowledge source
Value Proposition

Future Steps
• Ticket creation
• Email follow up
• Real time updates
• Alerts
• Impact metrics
Dashboard
Implementation
• Business – Identify opportunities to
maximize sales or improvements in
technical services
• I.T. – Gain insights on top trending
problems and issues and be proactive
Dashboard
Usage

Lessons Learned
Technical Skills
- Collect, analyze and organize data from multiple
data sources
- Learn and use BI tools
Communication
- Importance of group collaboration and
internal communication as a team
Time Management
- Scheduling and Prioritizing work and tasks-
Group project and Individual project
Teamwork
- Identify and play to the strengths of each team
member
- Task and resource allocation

Learn more at www.bmc.com
Thank you BMC Software

VOCI Final Presentation

Recomendados

Recomendados

Mais conteúdo relacionado

Destaque

Destaque (15)

Semelhante a VOCI Final Presentation

Semelhante a VOCI Final Presentation (20)

Último

Último (20)

VOCI Final Presentation

Notas do Editor