1 / 16

Telco support presentation

Telco support presentation. JULY 2014. Human resources. 4 Teams Enterprise / Hospitality (3) Telco P roject Management (4) Telco New Customers (5) Telco Evolutions (4) Coverage in France, California , Dubai , Singapore Flexible task assignment to adapt to emergencies.

ailsa
Download Presentation

Telco support presentation

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Telco support presentation JULY 2014

  2. Humanresources • 4 Teams • Enterprise / Hospitality (3) • TelcoProject Management (4) • Telco New Customers (5) • Telco Evolutions (4) • Coverage in France, California, Dubai, Singapore • Flexible taskassignment to adapt to emergencies

  3. Telco Engineering teams • New Customers team • Led by Pierre Mariage • 5 more : Cyril (USA), Marc, Ewen (Dubai), Ali, Aldeen (Asia) • Recentlyacquiredcustomers;Presales & regionalaffinity;Specificdevs • Evolutions team • Led by Michael Froment • 3 more : Amine, Damien, Badr • Stable platforms; Extension projects; Operationalaffinity

  4. Project management team • Direct reporting to FrancoisGombault • Can work on new customers or extensions • Philippe (Canal+, Teracom, etc.) • Clara (Telefonica, HP, TVN, etc.) • Arnaud (Netia, Austral, etc.) • Thomas (Ericsson, Orange, etc.)

  5. Support channels • http://support.anevia.com • RequestTracker software • Mail to ticket gateway • Contracts and Downloadsadd-ons • Phone hotline (French business hours) • +33 1 41 98 32 46 • 24x7 specialnumber and procedure

  6. Support Organization • Single support level at this point • Direct access to experts • They also handle non-support tasks (projects, trainings, etc.) • Only experimented members in 24x7 shift • ITIL 3x3 matrix (Impact x Urgency) to prioritize issues • Weekly synchronization meetings

  7. Telco customer support Metrics • Serving 28 distinct customers over the last 4 months (Jul ‘14) • 850 tickets opened per year • Representing 350 man.days of work • 160 min. of work per ticket on average • 80 min. of work for the median ticket • (Not counting project phase /pre-launch activity)

  8. Support dashboard

  9. Ticket backlog • Backlog is stable over years, currently about 220 tickets • Backlog contents : • Prio.1 tickets : 1 on average, rarely late according to SLA • Prio.2-3 tickets : 70 on average, 4 of them would be late • Prio.4-5 tickets : 144 on average, 24 would be late • (Not counting project follow-up tickets)

  10. On-site support • On new projects or specific purchase • Examples : Install, training, etc. • Remote access used otherwise • French staff may spend 1 week abroad every 2 months, on average • Region-specific engineers : California, Dubai, Singapore

  11. Project deployments • Around 4 deploymentsmonthly • Examples : March 3, April 1, May 6, June 4 • A majority of extensions and smallerthings (ex: IVN) • Some large launchesaftermonths in the making (ex: C+) • 15 to 25 ongoingprojectsduring a givenmonth • Not includingPOCs and techdemos

  12. Project handoverprocess • From Sales Engineering to PS • Handoverprocess • Fill in a copy of Handover Template here • Scope, ecosystem, timeframe, PO • Project manager reviewsit • R&D checks, workload estimation, riskanalysis… • Formalreplyfrom PS within a week • OK/NOK on scope, delivery date, workload, infos about risks.

  13. 24/7 support • Only for « Gold » and similar support contracts • Customer must providereliableremoteaccess • Specificprocedure • Client dials +33 1 41 98 32 57, thenentershisSecret Code • Support ticket iscreated, client canfill in • SMS is sent to the On-Dutyengineer • Engineerquickly logs in and contacts the Client back

  14. Escalationpath • Abnormaldelay in response, escalate to : • 1. Michael Froment - PS Team Manager • mfroment@anevia.com +33 6 46 63 88 97 • 2. François Gombault - VP Professional services • fgombault@anevia.com +33 6 34 52 30 87 • 3. Tristan Leteurtre – CEO • tleteurtre@anevia.com +33 6 76 12 98 15

  15. Training activities • Engineering teams canperform training sessions • In-personpreferred, to allow hands-on sessions • Remotescreen sharing lesspractical • Topics : • Networking, video and OTT basics • Platform architecture and functions (client-specific) • Anevia software usage and troubleshooting scenarios

  16. Anevia certification • Certification program to belaunchedthisyear • Multi-level training and tests modules • Programmed training calendar • Similar to Enterprise organization • Technicalquizzes and diploma • Based on existinginternal tests and Support experience

More Related