Running global Support and IT organizations brings many challenges on a daily basis; not only technical ones but also communication challenges among my teams, other teams within Serena, and, of course, our customers.
I hope that you would expect Serena to use our own technology internally and you would be right. Serena Support are extensive users of Serena Business Manager (SBM) throughout our various processes.
When a customer works with Support and we identify an issue as being either a bug or enhancement request, we let SBM take over the management and tracking of issues.
I like to keep a close eye on Defect/Closure trends so I can be sure all departments are working as closely together as possible. To the right is a typical chart I review monthly.
Our system tightly interfaces with the Research & Development SBM system, which records, tracks and updates customer requests. The Support and Development management teams use SBM to prioritize what is developed and when it is released, all of which is tied back to the initial customer support request.
Using the SBM workflow I am able to quickly determine the current and historical state of issues and pinpoint any blockage that may be slowing things down. Sometimes we’ll see a “Level 3 Request.” The screenshot below shows a high level description of the issue and the help requested.
The screenshot below illustrates the process flow and how we track actions and owners.
As you can see, we have very open communication with our customers. Even more important to note is how Serena Support interacts very closely with the R&D organization and how well they work together.
Sometimes, of course, things do go wrong and we have a tight Escalation process that we follow.
The screenshot below demonstrates how we handle such escalations. This issue has gone through our process from Support Engineer through development and out to customers in a very clear way that can be audited. I review this information on a regular basis, seeking out trends wherever possible so I can further improve how I work. You’ll see that this escalation has worked around the world, around the clock.
A very useful view for me is the social view (image at right). I can very quickly see the latest interactions and figure out who to call.
Not only do I manage all of the above using SBM but I also use it to manage the IT ServiceDesk, company-wide vacation requests, purchase requests and the Employee Onboarding processes, to name but a few.
SBM is truly a core global solution for us.
If you’d like to talk about any aspects of the above, please don’t hesitate to contact me.
|Peter Sianchuk is Group Vice President, Customer Experience & IT at Serena Software. He leads the Customer Support organization, the Information Technology department, and the PMO.|