onedesk webinar presentation slidedeck
DESCRIPTION
The slides to accompany our webinar presentations about OneDesk - providing collaborative product development in the cloud. View our webinar at: http://www.youtube.com/watch?v=nTRANSCRIPT
@OneDeskApp
OneDesk The Group
facebook.com/SocialProductApp
An Integrated Suite of Applications for Product People
OneDesk provides a suite of product-focused applications to promote effective collaboration between colleagues, business partners, and customers including:
● Innovation & Idea Management
● Product Management● Project Management
(Gantt, tasks,issue tracking/roadmapping)● Product Marketing
● Help Desk
OneDesk Benefits
● Bring all product stakeholders to the table
● Deliver better-aligned products & services
● Collaborate effectively across product, project and customer-facing teams
● Access customer dialogues on the social web
● Harness and effectively assess all knowledge, suggestions & ideas
● Promptly adapt to changing market needs
The Product Funnel
Capture All Feedback● From the social web – customers are already discussing
your products and services● From employees and partners – OneDesk users can
enter their own feedback.● From your website – embed a customer community
portal on your website.● From your help desk – ensure support tickets are
reflected in your product plans ● From email – forward ideas, support issues, and
feedback directly to OneDesk ■ [email protected], [email protected].
com, …● Import – import existing customer data and feedback
● Listen to the web at large – monitor conversations on Facebook, Twitter, Blogs, comments, and more.
● Learn what your customers are already saying – The conversation about your products is already occurring.
● Respond from a single interface – Answer queries, compliments, and criticism directly from OneDesk.
● Capture with a single click – Easily save and classify ideas, questions, leads, problems and praise.
● Keep a record – The social web is transitory, you need a permanent record of what is relevant to you.
Monitor Social Media
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Innovation &
● Get ideas from all sources – your website, social media, your help desk, email.
● Leverage your community – Capture ideas from customers, employees, and partners.
● Start a discussion – elaborate on ideas by engaging the stakeholders in a discussion.
● Voting! – Let customers and employees up-vote their favourites. The best ideas rise to the top.
● Implement the best ones – Evaluate, implement and start innovating!
Ideas Management
Help Desk● Multi-channel support – Support your customers through all
channels: website, email, social media, etc.● Create a knowledge base – Save time and money by publishing
responses to common queries on your website. ● Automate your ticket flow – create lifecycle flows for your tickets
and reduce manual repetitive actions.● Improve service levels – Use automation to ensure that customers
are responded to in a timely manner.● Let your customers help – Optionally create a forum for customers
to interact. Reduce customer service costs.● Escalate – Easily create issues and feature requests.
Manage Issues● Capture issues from many sources – Customer support
portal, social media, email, employees and partners.● Assign issues to your team – easily assign or automate
the assignment of issues.● Track time and resources – Generate tasks and
assignments from issues to log and track the work● Escalate – increase priority, push issues into product
requirements.● Extensive properties – the right properties to manage all
the business processes you need to support.
Analyze & Prioritize Requirements
● Easily capture requirements - Generate requirements from feedback with a single click
● Make smart decisions – Analyze requirements using real-world data
● Stay organized – structure your requirements to always have a clear idea on product direction
● Poll your users – get objective answers to product-related questions
● Traceability – know the origin of your requirements and retain a direct connection to the customer
Product Roadmapping
● Optimize your product roadmap- Plan out releases based on available resources and automatically track their progress as they are executed.
● Improve decision making- visually lay out cost plans, milestones and schedules by providing more accurate analyses and estimates.
● Automatic real-time updates- roadmaps are automatically updated in real-time based on product data, projects and requirements.
● Get the details- Drill-down on specific details on requirements, features and tasks.
● Export roadmaps- Export roadmaps and create reports for all stakeholders.
Get Building
● Generate tasks – Go from requirements to tasks in the easiest possible manner
● Assign and schedule – Full-strength project management functionality to plan even large scale projects.
● Execute in real-time – Log work, update actuals, complete timesheets, and stay on track
● Track progress – compare your plan to actual work as it unfolds. Extrapolate variances and solve problems early.
● Everyone stays informed – Progress status flows back from engineering, to product management, to marketing, to executives, to customers.
The Social Business
● Enterprise social networking – Create a profile and share details how you see fit. Get to know your colleagues.
● Secure enterprise sharing – Share product data, even outside the organization, with roles and permissions.
● Real-time updates – Modern real-time architecture means that data is shared between users immediately.
● Chat, messaging, email notifications – Instant messaging, email integration, notifications.
● Discuss everything – Discussion forums attached to items means that the conversation is structured and productive.
● Blogging – Users can post articles and comment on them, to a personal blog or to a product blog.