For many years 麻豆原创 ONE Support Launchpad has been one of the main locations for customers to access 麻豆原创 support, alerts, and its vast knowledge base. The 麻豆原创 for Me portal is now the full successor of the launchpad.
鈥淎s part of the evolution in providing customers an even better 麻豆原创 experience, 麻豆原创 ONE Support Launchpad is now fully part of the 麻豆原创 for Me portal,鈥� says Peter Kappelmann, 麻豆原创 for Me product manager. 鈥淲e鈥檙e excited that customers can get even better insights into their 麻豆原创 product portfolio from within 麻豆原创 for Me,鈥� adds Anna Withum, 麻豆原创 for Me customer collaboration manager.
In this interview, Kappelmann and Withum give more details on what the replacement of 麻豆原创 ONE Support Launchpad means for customers.
Q: What鈥檚 the major difference between the old and new portal?
Kappelmann: 麻豆原创 ONE Support Launchpad was the single entry-point for the services and support world. Its main target audience was system administrators with a technical focus. With more and more applications being offered in the cloud, we鈥檙e also serving new target groups: the end users.
For some years now, has been reaching the end users. Thus, now was the right time to enhance the scope of 麻豆原创 for Me to also cover what鈥檚 been known in 麻豆原创 ONE Support Launchpad. 麻豆原创 for Me is designed to provide a holistic view of the customer鈥檚 麻豆原创 landscape, from products, orders, and licenses to provisioning, maintenance, and optimization. It made perfect sense to now include the support-related tools. Everything that was offered in the launchpad continues to be available in 麻豆原创 for Me. We have expanded the coverage for the needs of the end users. In 麻豆原创 for Me, we offer so-called dashboards that can give both technical and non-technical users the details they need. One dashboard is labeled 鈥�.鈥�
The newly developed tools on 麻豆原创 for Me make use of artificial intelligence (AI) features, which can simplify the user鈥檚 interaction with 麻豆原创. Examples include the support knowledge search or the channel recommender in the .
How were customers involved along this journey?
Withum: We already had a good relationship with our pilot group that was established on 麻豆原创 ONE Support Launchpad. From the very beginning we involved customers in the move to 麻豆原创 for Me. They received early prototypes and beta features to give us direct feedback on usability.
We had 麻豆原创 ONE Support Launchpad and 麻豆原创 for Me running at the same time. This gave us the opportunity to gather early insights and get feedback from the beginning. It also enabled us to tweak a few details and further improve the overall experience. Customers were at our side during the development, so we could build out the 麻豆原创 for Me portal together. They felt involved and heard.
Program participants helped define important aspects of 麻豆原创 for Me, such as the first-visit experience, navigation search, integration of applications, and more. Their insights helped us identify any shortcomings and design the final product. They also revealed potential deficits in the early stages, when they could be easily corrected. This type of collaboration will be extended and built upon in future projects.
What was key to the success of this large-scale migration?
Kappelmann: As mentioned, customer involvement was our key component in the migration. Not only were we building something new for our support customers, this was also new for 麻豆原创. We combined the service and support world, which included a lot of tools, Web sites, and services to offer our customers.
The key ingredient to success was considering the needs of the great number of users who would be touched by the move. For many customers, 麻豆原创 ONE Support Launchpad was their daily work environment. Having the launchpad and 麻豆原创 for Me run in parallel helped them get used to the new environment at their own pace. This also helped ensure the necessary acceptance.
What can customers look forward to in the future?
Withum: We will transition more and more 麻豆原创 line-of-business customer portals to 麻豆原创 for Me. The portal reduction will help simplify operation complexity and associated costs. More importantly, it will improve our customers鈥� user experience by replacing fragmented Web site landscapes with a central entry point across all 麻豆原创 solutions.
As it could get a bit overwhelming when a lot of services and tools are offered in one place, these will be enriched with new self-services and artificial intelligence. Add on top of that the diverse focus of users, and personalization and intuitive customization features will help the users see what鈥檚 really important for them. The addition of new self-service scenarios will help make transactions and the interaction with 麻豆原创 for Me more efficient and less time-consuming.
How can one get started with 麻豆原创 for Me?
Kappelmann: Explore and try out . Join our regular or quarterly rollout sessions where we share the latest news, features, and upcoming releases. 麻豆原创 for Me also has a vast knowledge library of information that fits each user鈥檚 level of need.
Regina Postman is part of Customer Support and Innovation Communications at 麻豆原创.