Learn how to use ROI to validate knowledge management and search to management, by delivering a better customer self-service experience that improves customer success and satisfaction. Understand the simple business case that justified investment in Lucidworks Fusion to deliver unified search across multiple repositories, allowing both customers and support engineers to maximize productivity. Identity management and security models allow support engineers to use the same interface as customers, making it easy to teach customers how to self-solve while still protecting sensitive data. Speaker: Joe Kugler, Sr Mgr, Knowledge Management and Self Help Experience, Veritas Technologies

1. Using Search to Drive Self-Help
Success
Veritas’ Online support Journey

2. Veritas Technologies
Enterprise Data Management – Availability, Protection, Insight
• InfoScale, NetBackup, Backup Exec, Enterprise Vault
Customers include 99 of Fortune 100
M I L E S T O N E S
• 1983 – Founded
• 2004 – Merged with Symantec
• 2016 – Separated from Symantec
Overview

3. “Web First”
• Allow customers to succeed online with
effortless self-service capabilities (ability to find
downloads, knowledge, documentation, and
more online)
• Use the Web to decrease customer effort and
improve collaboration with Support
• Decrease TSE effort when supporting
customers
• Make Support a differentiator by building best
in class online experience as measured by
winning industry awards
A durable, multi-year strategy with 4 primary objectives:
Usability
Technology
Content
Goals

4. User Research
Top Tasks
• Search, Browse, Case Management
Top Challenges
• Too many sites
• Product taxonomy
• Need to support mobile
• Too much content that points to other content
Findings

5. Online Support Experience

6. Online Support Experience
140
Products
case create
73
Products
content
13
Products
2 different
groupings
34
Products
3 categories
Group 1 Group 2
- Protection - Backup and Recovery
- Availability - Business Continuity
- Insight - Software-defined Storage
- Information Governance
Information
Governance
Backup and
Recovery
Business
Continuity

7. Usability
Minimize cognitive load
Search centered experience
Unified search
Simplified & consistent taxonomy
Responsive design
Streamlined Case management experience
Product specific support pages
Nearly identical internal site
Design goals

8. Usability
Consolidation
Corporate Identity Management
Veritas.com VOX Community PartnerNet
Veritas APIs - Enterprise Search, Case Mgmt, Entitlements/Licensing, Downloads, Contacts, Orgs, Appliances, Etc
Product UIs
Support capabilities exist
in-product that are
appropriate for those
customer personas (fulfills
Gartner MQ requirement)
Dramatically simplified,
capability-focused, out-of-
product digital experiences
(API-driven, all using
same tools for analytics)
Veritas Support

9. Usability
Home Pages

10. Usability
Results Page

11. Technology
Third party technology
• Adobe Experience Manager
• LucidWorks Fusion
• Oracle Service Cloud
• Adobe Analytics
API-First Design
Caching Layer
Veritas Design Language (VDL)
Key Decisions

12. Technology
Fusion used across the enterprise
Features leveraged:
• Stemming
• Synonyms
• Highlighting
• Exact match
• Special character handling
• Signals / Machine Learning
• Featured Results
• Spelling suggestions
Fusion Search

14. Content
Separation of content types
Specialized Documentation viewer
• Browse vs search
Knowledge Base
• KCS
Connection to community site
Key Decisions

15. ROI
D I R E C T
Case deflection?
• Use “easy” Cases as proxy
Case creation by source
Case routing
I N D I R E C T
CSAT
Customer Effort Score
How to justify investment

16. Lessons Learned
Combining tools, KM, and self-help experience into same org is key
Having Support CX/UX is huge benefit
Common simplified taxonomy provides framework for usability
Balanced metrics that measure business outcomes drive behavior
Seek validation via industry awards
• Winner of 2019 ASP Top Support Sites award!
Constant management required to avoid old habits
What worked well

17. THANK YOU