Discussion Sponsor: EMC’s Total Customer Experience Team
This Ask the Expert discussion will enable customers and partners to engage with diverse experts to share how EMC can continue to improve the Total Customer Experience. This discussion is a follow-up to the Oct. 7 Total Customer Experience Day Virtual Celebration.
During this discussion, customers will be able to:
Here are your Subject Matter Experts:
Mary Beth Raven
The discussion will be open Oct. 8-Oct. 17 on the EMC Community Network. We look forward to your engagement!
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Hello and welcome to our Ask the Experts Session on Continuous Improvement through Customer Feedback. I'm looking forward to all your discussion and comments.
Hi everyone, just a little about myself. I've been in EMC for over 6 years now and have had customer facing roles my entire time, working in Remote Managed Services and Global Solutions groups.
I'm currently working as a manager in Customer Service for over 2 years now and find that engaging with customers and in particular building relationships has been a tremendous success for both us and our customers.
One beneficial initiative we have run within our team is to align our Technical Customer Service engineers with the same customers where possible.
Since we are based in EMEA, we always work to align our engineers based on language preferences but the interesting thing we have learned from this is that over time these same engineers work with the same customer resources, consequently we get to know the customers preferences and their environments quite well. This helps us to develop a deeper understanding which we leverage to offer a more proactive service and to resolve issues faster when they do arise.
If you would like any more detail on how we do this please let me know.
What a great way to collaborate. I am excited to hear from you & share some of my views on TCE.
Bit about me: I have been working with various customers in different roles for last 15+ years.
Around 10 years spent as Pre-Sales Lead, enjoyed every bit of the relationship that I built with various stakeholders in customer organization. Being a trusted advisor for the customer brings in sense of responsibility, as it would mean customers believe in you for their success. And bet $$ on you!! then around 3 years worked as Solution Architect, to understand customer environment, create solution blueprint and own up complete solution to achieve customer’s business objective. And now recently working with customers, to understand their business needs for cloud journey. Map it to a Solutions, to deliver successful Customer Cloud Strategy.
As part of our best practices in delivering quality solution to customer, we always believe in providing best user experience. For best user experience all round, there are many initiatives that we drive within EMC. Today I want to talk about the Internal Collaboration that we do, to better our user experience. Let see how it works:
In large organizations it’s obvious for one to be, ignorant of what others within the team, across team, across BU or departments, are doing. If my customer is facing an issue, and I am working towards the solution, I may spend hours or sometime days to find a solution. I May end up escalating it to various levels, which not only is frustrating for the customer, but also is unproductive, to many people in the organization. Imagine someone within your team or cross team (seated right there on the floor) knows exactly how to fix it. Well, it’s like, one hand not knowing what the other knows… isn’t it? Does it sound familiar??
To avoid such situations, we created a QAG (Quality Assurance Group) which is a group of experts from various BU’s like support, Implementation Specialist, Solution Architects, etc., whenever I am stuck with an issue, I blast an email to this group. Looking at the error message or screen shot, someone pop’s up from the cubical next to me (hopefully J). Hey!! I know how to fix this…. J
Well here you go…. No Escalations, No Frustrations, No waste of time…. !!
I see at least 5 – 10 query fired every day on the DL & people responding within minutes. This has significantly improved productivity, reduced turn-around time & provided better user experience.
Please share your experiences & help us understand what else you would like us to do….
That's a great example, and collaboration within our growing organisation is going to become more and more important as we look to get the right people and expertise working on the right cases for our customers.
Our team is currently aligning to Professional Services teams and Partners in an attempt to get early engagement with customers while product roll-outs are in POC or Test & Dev phases, prior to going into production.
We have found this to be very helpful for new products such as ViPR and ViPR SRM because sometimes there is a bigger learning curve for customers with these newer products. It helps us to engage early, get to know the customer and their environment and therefore be in a position to offer a better level of service when our help is required.
This has proven to be very beneficial to customers in the early stages of a new technology roll-out and also builds a strong relationship into the future with our customers and partners.
Sometimes it's difficult to get customer feedback when you sit in a big engienering organization. That's why I like to send my user experience designers to meet with customers at various events. Just yesterday, the interaction designer for ViPR SRM (JoAnne Hubbard) participated in the EMC Forum in NYC. She had a booth, and participants could simply walk up and give her feedback on some new ideas for dashboards.
We also signed up some new members of our Design Advisory Council for ViPR SRM!
The Design Advisory Council is a group of ViPR SRM customer who sign an NDA and then participate in one or more meetings a month during which we show them designs for the next release of the product. They have an opportunity to shape the product. If you are interested in becoming a member of the Design Advisory Council for either ViPR SRM or Service Assurance suite, let me know my sending mail to EMCUSabilityTesting@EMC.com