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The Search for a New, Improved Customer Experience– Monthly Community Goal: September

The Search for a New, Improved Customer Experience– Monthly Community Goal: September

Community Manager
Community Manager
9 35 3,813
‎03-05-2019 09:41 AM

Since 2014, the ServiceMax Community has evolved in size, functionalities, and even appearance. We have over 5,000 members, over 5,000 pieces of content, and countless examples of field service experts learning from one another. As this community has continued to grow and mature, our platform Jive has been a stable tool that has supported our goals.

About a year ago, Jive-x (Jive’s external  community business) was acquired by Lithium (now known as Khoros), a software company that helps businesses connect with their customers on social media and digital channels. You can read more about the acquisition here.

 

What did this mean for ServiceMax?

There wasn’t an immediate change to our platform or our support. The Lithium/Jive-x continued to support our customer community, and we continued to focus on building programs, content and new ways to continuously improve the customer experience.

 

We eventually learned that Jive-x would no longer be innovating on their platform. This means that the team would continue to provide bug fixes and maintenance, but they’d encourage Jive-x customers to migrate to Lithium community, which is their true innovation platform.

In their Jive-x Customer Welcome FAQ, they shared:

 

To reiterate what we’ve been saying publicly since the acquisition announcement, the Jive-x platform will continue to be supported by Lithium for as long as customers choose to remain on it. While we are not planning to develop new features for Jive-x, we will continue to maintain the platform to ensure it remains a viable product for our customers.”

 

As we’ve shared in our community blog ( https://community.servicemax.com/;​), we are dedicated to continue to evolve our community platform to be an open, useful, and enjoyable platform for your continued collaboration and support. As Deirdre noted in January, our community tenets are: Openness, Transparency, Ease of Use, and Valuable Content.

 

We constantly read your feedback in the ServiceMax Community and look for ways to incorporate it into our plans. Some changes or adjustments are not always feasible, but we work with our technology vendor to find workarounds, we submit ideas for the future releases, and we are dedicated to leveraging new features and a best-in-class platform to provide a wonderful customer experience.

 

For Jive-x, we won’t see future versions with new, substantial updates, and we’re losing access to a community-focused product team strategizing to add innovative new product features to enable community members.

 

We can’t fulfill our promise to continuously improve your experience on a platform that isn’t evolving and taking advantage of the best new thought leadership in the community space. We want to make sure we’re giving you all the best possible experience on the ServiceMax Community.

 

So, this leads us on a search and a journey to an improved community experience! We’re working on a plan to launch changes and improvements to the ServiceMax Community, which will include a change in platform.

 

For full transparency, below are a few things we want:

 

  • To incorporate your input and feedback into the best way we can improve the community experience
  • To expand the scope of our platform, to offer collaboration and networking options across even more folks who are focused on digital transformation
  • An excellent technology platform that supports the same functionalities we currently use to power our community place (e.g. Idea Exchange, discussion/content creation, gamification, etc.)
  • A community platform created purely for peer-to-peer engagement, not just a “portal”, one that analysts feel is an exceptional player in the ‘ community’ industry, and a technology vendor who is laser-focused on the experience we want to deliver.
  • An analytics system that flows community data into customizable and shareable dashboards, and allows bulk export of data
  • A company that hosts intimate customer events for knowledge sharing, best practices and insights specifically in care and digital engagement

 

For the August Monthly Goal, I asked you to share how you think we can improve the Community. Because this is very important to us, I’d like to continue that conversation into September.  Are you interested in being an Early Adopter and a Key Stakeholder for our community improvements? To complete our September Community Goal, we are going to offer a few ways to be a key part of our transformation.

 

  1. Comment with ONE BRILLIANT Idea
  2. Volunteer for our SUPERUSER Interview Group

 

ONE BRILLIANT Idea

We were inspired by this post on Feverbee.com, a great blog and consultancy on  communities: Your Members Really Want to Do Things That Matter​.

 

Richard talks about how ProductManagement.com has thousands of user-submitted templates available to community members to download and leverage. We love the idea of user created content that saves other members time, money, raising the standards across the industry, and putting member content and ideas front and center to the community strategy.

 

With that in mind, we want to enable you to expand our community programs by suggesting new types of content / contests / programs we should add to this space. Here are a few examples to get your creative juices going:

 

Examples of ONE BRILLIANT ideas:

  • We should launch a photo contest: Where you use ServiceMax – photos of technicians in the field, funny, crazy, interesting, or team / group shots of your teams using ServiceMax, earning badges, prizes, points, like the gnome in Amelie or Travelocity commercials…
  • Cartoons, Videos, Drawings: A Creative way to tell a service story: The worst kind of customers, the hardest day, giving members a chance to think out of the box and submit something interesting to tell a service story.
  • A Scavenger Hunt in the Community: A la READY PLAYER ONE, enable community members to create a series of easter eggs, that other community members can discover…
  • Contact List: Pages of Community contacts according to their location, profile details, etc

 

Earn the September Badge: Post your ONE BRILLIANT Idea:  Post a comment below, with your ONE BRILLIANT Idea, like the examples, or by answering this question. Like the comments you think are best, to help us know which you like. Every member who submits an Idea will earn the September badge and points. We may even reach out and see if you want to blog on your idea.

 

What kind of game, contest or competition, could we add to the community?

In an ideal world, what one new thing would you, as a ServiceMax customer or field service expert, find in our community, that will help other members be happy, delighted, and successful?

 

Volunteer for our SUPERUSER Interview Group

We want to know what’s going to improve your user experience, and what will make our community the go-to place for field service experts around the world.  Comment on this blog and volunteer. You’re committing to joining the Community SUPERUSER group and we’ll be in touch with follow up questions, which we will ask by phone, email, or virtual call.  We’ll ask you questions about what’s on your Community wish list, and give you early access to our new community look and feel.

 

Again, reply below to join!

 

We’re excited to continue our community journey, and we hope you are too!

35 Comments
Staff Chef
Staff Chef

Hi Nicole Guzzo​ and Deirdre Yee​, count me in (subject to my management approving). Do I get a super user badge to pin to my lapel?

Regards, Richard

FYI Terry Cavender

Community Manager
Community Manager

I want to @mention some of our super users to see if you guys would want to join a short call to talk about what's going to improve your experience! We've already gathered a ton of your great feedback from  https://community.servicemax.com/;​ and Navigating the Community - What's your experience?​, but we want to check to see if you'd want to share your feedback out loud with a third party community expert.

There could even be a super user badge, as Richard Lewis​ brought up

Timothy SchrimpfBrenden BurkinshawRob van WaverenMichael MajerusNick SauerSonia GenesseSandeep Reddy MuskuSangeeta NairHans van MilCasey PalmerRussell JacobsDan Schiess

Sushi Chef
Sushi Chef

Hi Nicole,

Pretty busy at the moment, but always available for feedback…

Thanks and regards,

Rob

Sushi Chef
Sushi Chef

Yes, I would be interested. Please include me.  Thank You !

Pastry Chef
Pastry Chef

Hello Nicole Guzzo​. Please count me in. A 'SU' badge would be great!

Image result for super user badge

Customer Success Team
Customer Success Team

Hey, Nicole Guzzo​...if Michael Majerus​ gets a Super User badge then I should get one, too!

Love this idea!

Grill Chef
Grill Chef

I’ll participate.

Pastry Chef
Pastry Chef

Hi Nicole, Count me in.

Sushi Chef
Sushi Chef

Hi, Also interested, but not to much time next period (Weeks). When questions or feedback is needed you can try.

Thanks and regards.

Hans

Sushi Chef
Sushi Chef

Idea.

How to measure better "Like" or "Helpful" value.
Mostly we are counting the number of likes or Helpful checked . This can maybe be more preciser with stars.
How helpful was this really for you. 1 to 5 stars. When you measure the Stars overall you can give points to likes/stars.
Kind of Voting and give points.

2. I like the Idea
We should launch a photo contest: Where you use ServiceMax – photos of technicians in the field, funny, crazy, interesting, or team / group shots of your teams using ServiceMax, earning badges, prizes, points, like the gnome in Amelie or Travelocity commercials…

Greetings
Hans

Sushi Chef
Sushi Chef

I like the scoring idea.. helpful if returned search results also tool this into consideration when searching community..

Roast Chef
Roast Chef

Happy to participate Nicole Guzzo

Roast Chef
Roast Chef

I agree Casey Palmer​ this could be weighted when searching the community to rank the returned results.

Grill Chef
Grill Chef

My #1 request for the new Community would be to have a SINGLE id/pw to login to the Community and create Cases.  Please, please, double please!

Roast Chef
Roast Chef

A request from someone at the bottom of the earth would be to have more of the Design Time sessions at a reasonable hour for us in Australia. At the moment most of the webinars are held at 2:30 am in the morning, it feels like we are then left out of any of the discussions around the design of the platform moving forward.

Pastry Chef
Pastry Chef

I support Brenden Burkinshaw​'s request to have the design time sessions at an AU-friendly time. We have found that 2pm PST seems to work for most Global users. It's only 5pm on the East Coast U.S., 10pm in the UK, 11 in Southern Europe and 7am in Australia. We struggle with getting global stakeholders on a common call, but it's highly beneficial to get the global perspective.

Deirdre YeeNicole GuzzoLisa Mercer bio-rad​

Pastry Chef
Pastry Chef

Hello Nicole Guzzo​. Thank you for incorporating Community Design feedback in the past month. Yes, we do notice! I'm wondering if we can have an interactive design session in a sandbox to provide further feedback? From my perspective, some of the changes have been positive, however I think we could do more on the Home page. Let me know what you think!  Lisa MercerDeirdre Yee

Staff Chef
Staff Chef

Hi Michael Majerus​, I think this timing risks us loosing a large part of the European audience for these meetings. I do not have an alternative to suggest though that could include Australasia.

Regards, Richard

Pastry Chef
Pastry Chef

Richard Lewis​ Agreed about EMEA- it's definitely a compromise. What do you think about having a U.S./EMEA discussion and then a second APAC discussion? Then we could combine the resulting feedback in a Community Discussion? Alternatively, we could also combine EMEA and APAC and keep other call to just North America.

Nicole GuzzoDeirdre Yee

Customer Success Team
Customer Success Team

Nicole Guzzo​ Any update on these badges?  It would look perfect with outfits that I'm planning on wearing to conferences and customer meetings! 

Customer Success Team
Customer Success Team

Hans van Mil​  I really like this idea!

Customer Success Team
Customer Success Team

Jamie McKechnie​  Tagging you as my fellow CSM but the only one in Australia!  Maybe you can help champion this, too!

(Brenden Burkinshaw​ - if you haven't happened across Jamie yet, I'd like to introduce you!)

Roast Chef
Roast Chef

Lisa Mercer I know Jamie very well we worked at Zip Industries together. Jamie McKechnie has helped to arrange some of the design-time sessions for a more reasonable time down under.

Customer Success Team
Customer Success Team

Love this!! Can he catvh a fly with chopsticks??

Pastry Chef
Pastry Chef

Jamie doesn't even need the chopsticks...

Roast Chef
Roast Chef

Hi Richard Lewis, I understand that the time zones can be a major pain point, could it not be split into AU/EMEA and the USA as per Michael Majerus​ comment above?

Customer Success Team
Customer Success Team

What about providing two times and allowing attendees to attend the time that fits best?  This would help those that travel internationall, too.  The key is having a time that is AU and EMEA friendly.

Customer Success Team
Customer Success Team

This needs to be a knowledge article!!

Customer Success Team
Customer Success Team

Great Idea Hans van Mil, gamification type principles like this would make the ability to search the community much easier!

Customer Success Team
Customer Success Team

Michael Majerus​ what do you want another one!

Sushi Chef
Sushi Chef

Lisa Mercer​ I have worked also with Jamie. And really. Jamie McKechnie   was also a Mr. Miyagi for me.
I can proof this with this picture. We had also a dinner somewhere in Germany. (Doyou remmber Jamie?)
He was not using chopsticks but spitted the fly from the Wall.

Jamie (3).jpg

Customer Success Team
Customer Success Team

Hans van Mil​ I remember it well, it was Schwelm at a Spanish Resturant. I enjoyed it immensely and am flattered by yours and Brenden Burkinshaw​ comments.

Customer Success Team
Customer Success Team

I agree with @Lisa Mercer, I think the only achievable solution is to have two seperate calls and the letting people attend as their current situation allows them, most of are travelling at some time so an alternative time could prove useful. Trying to coordinate one cal across all time zones means that some one will always have to be up in the wee hours of the morning, trying to stay quiet and listen in to the call without waking the household. Better off if they can do it during semi-normal working hours.

IMG_0113.jpgIMG_0114.jpg

Grill Chef
Grill Chef

In the spirit of continuous evolution, my idea would be another contest maybe once or twice a year where the goal is to come up with community enhancements to the platform that is decided on. Depending on the platform it could be an idea for a module/add-on, cosmetic changes, or content revisions. There could be one or multiple ideas selected and the ideas submitted that were considered for deployment would received a building block award with those ideas deployed getting like a hard hat or something of the like to signify building up the community.

Community Manager
Community Manager

Hello all! We have not forgot about you and this conversation of improving the community! We appreciate you're willingness, as a superuser, to talk to us about your experience, suggestions, and feedback on the future of our Community.

Richard LewisRob van WaverenTimothy SchrimpfSandeep Reddy MuskuBrenden BurkinshawCasey PalmerMichael MajerusHans van Mil

We have been working really hard on creating something worth sharing with you, and I think we're almost ready.

I see we're all in such different timezones (don't you love how you get to interact with people from all over the place on the community!!) and we're trying to figure out the best plan to move forward - whether that's multiple calls or a survey.

P.S. - I'm totally into the badges. A real-life one.

P.P.S. - I see the need for having Design Times that accommodate multiple timezones and that is something we will focus on for the next call, and moving forward.

So VERY SOON we're going to reach out!

If you celebrate Thanksgiving, happy Thanksgiving, and if you don't, happy November, week of the 20th!

About the Author
Senior CRM Solution Consultant ServiceMax | Group IT Member of the dormakaba Group IT - CRM Service team and involved in projects like ServiceMax.