Did you know that you have access to over 17,000 Ariba knowledge base articles/solutions right at your finger tips? This interactive workshop will show you how you can access thousands of solutions in real time to meet your needs. Representatives from Technical Support will show you how you can join hundreds of other customers each day who find resolutions to their problems without ever logging a Service Request. You will also hear what customers have to say about their successes using Ariba Connect—because connecting you to valuable information has never been easier! Let us show you how it is done.

1. Ariba Connect:
Linking Customers to Real Solutions
in Real Time
Katarina Vitalisova, Manager, Customer Assistance
Alessio Marchetti Customer Care Manager
Stephen Bailey, Manager, Technical Support Team, Prague
© 2013 Ariba, Inc. All rights reserved.

2. #AribaLIVE
Introduction
• What is Ariba Connect?
Not just a place to log Service Requests (SRs)
Your “One-Stop-Shop” for all things Ariba
An award-winning website to connect customers
to Ariba
– Awarded as Top 10 Web Support Site in 2009 and 2011 by
Association of Support Professionals (ASP)
© 2013 Ariba, Inc. All rights reserved.2

3. #AribaLIVE
Purpose/Objectives
• Illustrate what Ariba Connect can do for you
• Highlight what is available and how to access it
• Discuss the benefits that are already being
observed by other customers
• Open Feedback Forum to discuss questions
and suggestions
© 2013 Ariba, Inc. All rights reserved.3

4. #AribaLIVE
History
• 2000 – Launch of Ariba Connect
Primary function was for customers to log Service Requests (SRs)
Fixed Defects and FAQ content added a short time later
• 2002 - Added Product/Release download capability
• 2006 – Added capability for OnDemand solutions
• 2009 – UI redesign
Added Search capability and Product Documentation visibility
• 2011 – Introduced the Knowledge Centered Support (KCS)
concept
• 2012 – Added Known Issues portal and began full utilization of
KCS concepts
© 2013 Ariba, Inc. All rights reserved.4

5. #AribaLIVE
Did You Know?
• Metrics/Statistics on the Ariba Connect Site
How many Frequently Asked Questions (FAQs) are available?
– 3,335
3,437 ???
– Technical Solution Articles available…
How many Fixed Defect notes are available?
– 9,241
1,112 ???
– Known Issue Articles available…
200,077 ???
– Total customer accesses to solution articles…
How many Solution Articles were re-used in 2012?
– 22,996
© 2013 Ariba, Inc. All rights reserved.5

6. #AribaLIVE
Shift Towards Self-Service
© 2013 Ariba, Inc. All rights reserved.6
863
1622
2454
2775
3072
5577
0
1000
2000
3000
4000
5000
6000
2007 2008 2009 2010 2011 2012
Solutions Created (per year)
Solutions

7. #AribaLIVE
Current Customer Usage
1,319
1,430
1,608
1,407
1,338
1,324
1,797
1,918
2,047
2,304
2,278
1,800
2,033
2,267
2,084
1828
2033
2208 2325
2491
2701
3048
3558
4007
4343
4708
5025
5310
5559
5833
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12
Customer Accesses # of Customer-Facing Solutions
© 2013 Ariba, Inc. All rights reserved.7

8. #AribaLIVE
What Does This Mean for Me?
• Who in the room has used Ariba Connect
before and has benefited from the numbers we
just reviewed?
• What are some of the benefits that you feel Ariba
Connect brings to you as an Ariba customer?
© 2013 Ariba, Inc. All rights reserved.8

9. #AribaLIVE
What Does This Mean for Me?
• Ariba Connect Benefits:
Real-time access to thousands of solutions/answers to real customer problems
Insight into what issues are currently being worked on by Ariba (Known Issues) to alert you and
your users of what to expect.
Insight into what issues Ariba has already been able to fix and their associated solutions
(Fixed Defects)
Insight into Early Access (EA) programs
Detailed information on upcoming release documentation and features
Updated daily with new and useful information
Ariba Tech Connect blog
100% free and available 24X7
Central repository for Ariba product documentation
Information on Connect is Ariba certified and approved for distribution to customers
Ability to rate and give feedback on individual articles/solutions
Ability to view comments on articles provided by other customers
Visibility into existing Enhancement Requests (ERs)
© 2013 Ariba, Inc. All rights reserved.9

10. #AribaLIVE
LIVE Demo
• Let’s put Ariba Connect to the test…
© 2013 Ariba, Inc. All rights reserved.10

11. #AribaLIVE
Feedback/Suggestions
• How can we make Ariba Connect even more
beneficial for you as customers?
We want to hear from you because this is your site.
Ariba is an innovation company, nothing should be
left off of the table here…
© 2013 Ariba, Inc. All rights reserved.11

12. #AribaLIVE
New Customer Success Center –
Coming Soon
• Expansion of Ariba.com
• Designed to help buyers and sellers transact faster and
easier via resources, support, and an open forum to
connect with peers
© 2013 Ariba, Inc. All rights reserved.12
• Content for Buyers
• Change mgmt best
practices
• How to message to your
suppliers
• Answers to day-to-day
transacting questions
• Content for Sellers
• Getting started for those
new to Ariba
• Understanding the
benefits and costs
• Get answers questions
about your Ariba bill

13. Questions?
© 2013 Ariba, Inc. All rights reserved.
13

14. #AribaLIVE
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© 2013 Ariba, Inc. All rights reserved.14
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