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Conference Presentation

Leveraging Support Data to Influence Product Design

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All companies want to manage their support costs while providing world class support. Understanding how to analyze and utilize your support date to influence product design and quality will improve you customer experience and win customer loyalty. Building a supportability program to Listen, Capture, Validate, Triage, and Build action plans to address top reoccurring issues will pay long term dividends. Action plans will take the form of product changes, diagnostic tool enhancements, documentation (product/KB), process improvements and/or training for the organization. The speakers each have 20+ years of experience of working between support and product/engineering teams at Microsoft, Tableau, and UiPath to drive supportability strategies. This session will cover the basic concepts of a supportability, why it's important to your organization, provide practical steps to implement supportability in your organization, and some common pitfalls to avoid.

Presented By:

Jason Stine

Sr. Director, Global Support, UiPath

Kevin Bushnell

Principal Supportability Program Manager, Uipath

Publish Date: May 27, 2022

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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