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CCD2014 - Tony Atkins, Atlassian
1.
Serving External Customers
with Service Desk: A Study in Dog Fooding… Tony Atkins • Program Manager • Atlassian • @duhrer
2.
So, Atlassian doesn’t
have sales people...
3.
But we do
have people who talk to you once you're interested in buying our software…
4.
Customer Advocates
5.
Global Team: 20
Advocates
6.
High Volume: 11,000
Requests / Month
7.
20% Phone Calls
80% Web and Email
8.
The Problem Isolated
Team Limited Data and Metrics Limited Reporting Hard to Customize
9.
The Problem Isolated
Team Limited Data and Metrics Limited Reporting Hard to Customize
10.
Lost in Translation
11.
The Problem Isolated
Team Limited Data and Metrics Limited Reporting Hard to Customize
12.
The Problem Isolated
Team Limited Data and Metrics Limited Reporting Hard to Customize
13.
“ What’s measured
improves. ” Pete Drucker
14.
SLAs
15.
SLAs
16.
SLAs
17.
Time Tracking
18.
Time Tracking
19.
Workflow
20.
Workflow
21.
The Problem Isolated
Team Limited Data and Metrics Limited Reporting Hard to Customize
22.
The Problem Isolated
Team Limited Data and Metrics Limited Reporting Hard to Customize
23.
Reporting
24.
The Problem Isolated
Team Limited Data and Metrics Limited Reporting Hard to Customize
25.
The Problem Isolated
Team Limited Data and Metrics Limited Reporting Hard to Customize
26.
One Size Fits
Some
27.
SLAs
28.
Reports
29.
The Problem Isolated
Team Limited Data and Metrics Limited Reporting Hard to Customize
30.
The Solution Connected
Team Great Data and Metrics Great Reporting Easy to Customize
31.
The Solution
32.
The Solution Connected
Team Great Data and Metrics Great Reporting Easy to Customize
33.
The Solution Connected
Team Great Data and Metrics Great Reporting Easy to Customize
34.
Collaboration
35.
The Solution Connected
Team Great Data and Metrics Great Reporting Easy to Customize
36.
The Solution Connected
Team Great Data and Met r ics Great Reporting Easy to Customize
37.
Replaced 21 Custom
Fields with Labels
38.
SLAs
39.
SLAs
40.
SLAs
41.
Workflow
42.
Workflow
43.
Workflow
44.
Time Tracking
45.
Time Tracking
46.
Change Log
47.
Searchable!
48.
The Solution Connected
Team Great Data and Met r ics Great Reporting Easy to Customize
49.
Value Stream
50.
Value Stream Start
Finish Time Spent
51.
Value Stream High
Value Start Finish Low Value Time Spent
52.
The Solution Connected
Team Great Data and Metrics Great Reporting Easy to Customize
53.
The Solution Connected
Team Great Data and Metrics Great Reporting Easy to Customize
54.
Reports
55.
Reports
56.
The Solution Connected
Team Great Data and Metrics Great Reporting Easy to Customize
57.
The Solution Connected
Team Great Data and Metrics Great Reporting Easy to Customize
58.
SLAs
59.
SLAs
60.
Agent Views
61.
Agent Views
62.
Reports
63.
Reports
64.
Reports
65.
The Solution Connected
Team Great Data and Metrics Great Reporting Easy to Customize
66.
67.
The Solution Connected
Team Great Data and Metrics Great Reporting Easy to Customize
68.
The Solution Connected
Team Great Data and Metrics Great Reporting Easy to Customize
69.
70.
Image Credits IcoMoon
Icon Pack https://icomoon.io Entypo Pictogram Suite http://www.entypo.com/ Jeff McNeill + http://bit.ly/1oJ1w26