Leveraging the Avionté Support Center Announce: Questions at the end Pen and paper in front of you You’ll need a device with internet for this presentation This presentation is available in the Guidebook app as well as the knowledge base Luke Price – Manager, Technical Support Tony Poetz – Manager, Technical Writing

Objectives Improve your support efficiency Identify benefits Identify contact methods Share important KB articles Efficiency – There are good practices to quickly get you past an issue with the application and back to your business Benefits – If you can save time by using the knowledge base instead of calling or can submit a ticket with proper data – it helps all of us. Contact – contact info to get to the kb, submit a ticket, call us KB articles – we have 2000+ articles and you don’t need all of them. We’ve written a lot of specific content for specific users. We’ll highlight the most useful articles for everyone.

Metrics Stats

Stats – Support in a week Calls 802 Call wait 3m Call time 8m Tickets received 711 Tickets solved 701 Luke

Comparative – Support ‘16 v. ‘17 Calls 681 802 Call wait 1m 3m Call time 8m 15s 8m Tickets received 565 711 Tickets solved 563 701 2016 Luke 2017

Stats – Knowledge Base in a week Users 2669 Sessions 4984 Pages viewed 20,324 KB articles 2330 Tony How many users do we have? 13000? ANYONE can use the KB. You don’t need a login. You need a login to do some things such as submit a ticket, but not to see content in the KB This is your online manual. There is a drop-down menu in the application. If you’re a super user, you don’t want people coming to you with questions…empower them to access the knowledge base. 5/14/17 – 5/20/17

Comparative – KB ‘16 v. ‘17 Users 1859 2669 Sessions 4526 4984 Pages viewed 19,818 20,324 KB articles 1800 2330 2016 EVERYONE CAN USE – DON’T NEED TO SIGN IN 2017

Resource – Knowledge Base Tony Benefits Layout Usage Important Content

Benefits of Using the Knowledge Base Saves Time Avoid waiting for a response or available representative Spend less on training; keeps product costs stable Saves Money Anytime, anywhere Reduces Dependency Accelerates Development Focus is on building rather than resolution Tony Accelerates development – A company has a budget that translates to staff. If budget can be decreased in one department, it can be increased in another.

Knowledge Base Tony Power users can leave comments and follow articles Structure Browse Search Comment section Important articles Tony Power users can leave comments and follow articles

Knowledge Base – Browse & Search Tony

Most important articles: Knowledge Base Most important articles: Reports & AQs Payroll Correction New in the Knowledge Base Release notes – Suite & Aero Tony

Knowledge Base – Follow & Comment Tony

Find this item – first person to find it wins a prize. Group Activity Find this item – first person to find it wins a prize. support.avionte.com Tony

Find these items – first person to find each wins a prize. Group Activity Find these items – first person to find each wins a prize. The name of the last tab on the ACA Companion Application Tony

Resource – Ticket System Luke Usage Users Ticket Data Tracking

Submit a Ticket Luke

Ticket Best Practice – Make Better Screenshots Snip it Built in Windows Utility Quick and easy Very basic Jing Completely free Somewhat limited feature set Includes Video capture Greenshot Rich feature set Same tool Avionte uses Luke

Submit a Ticket Luke

Submit a Ticket Luke What Creates a case for Customer Support When 24/7/365 Where support.avionte.com Who Power Users/Support Center User Luke

Who can submit tickets? Power User Admin Tools Access Empowered to manage internal support process, Avionte Experts Can approve billable time or application changes Limited for your safety and security

Submit a Ticket – What makes a good ticket? Who What Where When Why

Submit a Ticket – Urgent Priority Urgent Request Can’t complete payroll or cut invoices Users cannot log in Under Audit Cannot accept new applicants Luke

Ticket Best Practices Full-Screen Screenshots Gives valuable context clues Representative Examples Even if it’s affecting every such entity Leverage Resources Knowledge Base Articles Prior tickets

Resource – Calling Luke Number Regular Hours On-call Hours

Phone Luke 877.4AVIONTE Toll Free FIFO Regular hours 7am – 7pm Central Full Technical Support team On-call hours 7p – 7a Weekends We always have agents on-call Luke

Best Practice – When to call Business Critical If you have an urgent issue, we want to hear about it immediately. Please create a ticket in the support center and reach out as soon as possible. Complex Issue May be difficult to know what information to capture Please create a ticket in the support center and reach out as soon as is convenient. Time Bound Known deadline Please create a ticket in the support center and place a call to the support line. Luke

Best Practice Always have a ticket number ready when calling Review tickets before placing new request Ensure users know their internal escalation path for reporting issues and have self-service tools available to them.

Takeaways Luke

Organizational ticket review Are open tickets still an issue? Are open tickets ready to be worked? Does my team know the process? Is my team utilizing the Knowledge Base? Do we have the right Power Users in place? Luke

What We’re Doing to Help Process Triage and ticket routing Enforcement of existing policy Personnel Training merges with Support Addition of senior team members to support team Data Redesign of internal system Feedback mechanism

Questions