Tag Archives: Customer Service
In Support Services, as we answer various types of ArcPad calls throughout the day, we are often asked the magical question:
Which version of ArcPad should I install onto my desktop and mobile device?
Which is always followed up with:
Where can I get the latest version of ArcPad?
Does the Trimble® GPScorrect™ extension for Esri ArcPad software (v3.13, 3.10, 3.02) work with ArcPad 10 release?
The current release of Trimble® GPScorrect™ does not work with ArcPad 10.
Trimble® is working on a new version of Trimble® GPScorrect™ for ArcPad 10 and a new version of Trimble® GPS Analyst™ for ArcGIS 10. Esri is working with Trimble to continue to support customers who post-process their GPS data using Esri and Trimble® applications.
Customers who have purchased ArcPad 10 with a Trimble® device and need to post-process their data with GPScorrect™ can download ArcPad 8.0. ArcPad 8.0 is supported with GPScorrect v2.42 and later.
Contact Esri’s Customer Service to obtain a valid ArcPad 8.0 registration code.
We apologize for any inconvenience this may have caused.
- Denise K., User Advocacy Group Tech Lead – Esri Support Services
We at Esri have been hard at work for many months to prepare for the ArcGIS 10 release. Today, the day is finally here when we can announce that ArcGIS 10 has been officially released.
For the first time, ArcGIS will be available as a download, which reduces the packaging waste and any delay due to production and shipping. It’s part of Esri’s effort to be a Greener company, and we hope that many of you will participate in this effort by downloading the software. For those that still require a physical disk, there is a way to request to receive backup media on DVD, but it will take a few more weeks (details for this are in the e-mail you will receive from Customer Service).
In the United States, maintenance contacts will receive information by e-mail on how they can download and authorize ArcGIS 10 for their organization. They may also contact Esri Customer Service for questions about their order at 1-888-377-4575 option 5; outside the United States, customers should contact their local Esri Distributor.
Esri Technical Support has been supporting the ArcGIS 10 Beta/Pre-Release for the last 8 months and is ready to take your calls or technical questions related to the 10 Release. If you run into an issue with the download, installation or use of the product, we are here to help. Please contact us at 1-888-377-4575 option 2 or submit a request via the online form. Outside the United States, customers should contact their local Esri Distributor.
For more information on ArcGIS 10, see http://www.esri.com/arcgis10.
Press Release: ArcGIS 10 Transforms the Way People Use GIS.
Mike H., Program Manager
User Advocacy Group, Esri Support Services
Hello GIS World – Monte back again from a little blogging hiatus!
What does ESRI Support Services do with all of the comments in eSurveys? How does taking the time to fill out the eSurvey help me as a user? These may be a couple of the questions that come to mind as you are contemplating whether or not to fill out the eSurvey that is sent to you at the conclusion of your Support incident. My hope is to answer these questions for you, let you know more about eSurveys, and also how our response to the eSurveys will be changing in the future.
To obtain a better understanding of eSurveys and possible trends in the comments section, ESRI Support Services (ESS) recently completed a project where we analyzed 3,300 surveys, with comments from you, since the implementation of the new eSurvey back in September 2008. Survey comments were placed into two categories. The first category focused on your experience with ESRI Support Services and was separated into values that were generally positive, negative, or not applicable. We interpreted negative comments as not purely negative, but instead, areas for opportunity or improvement; we will talk more about that in a bit. The second category that the comments were placed into consisted of values including general Support feedback, analyst feedback, products, documentation, communication, solution, responsiveness, Support engagement, and scope of support.
Now to the numbers: of the ~3,300 comments received, about 2,200 contained overwhelmingly positive feedback about the support provided to you, our customers. Focusing on areas for opportunity, product feedback received the most comments, making up 33% of this feedback. This information is invaluable to us, as it helps our development team to address customer issues and concerns regarding our products. Other categories where we will use feedback to make improvements include analyst feedback and communication. We can reflect on the feedback provided by you to make changes and approach situations differently in the future – these efforts are geared to helping you achieve success with our software, as we are always looking to exceed your expectations in the support that we provide.
Overall, the results of this project reflect your perception of the quality of service provided to you based on your feedback. Most of the time the feedback is very positive; although, we sometimes receive feedback that’s tough to swallow, but that is exactly the reason why we send out surveys. While it is great to hear reinforcing and positive feedback, we are a service-based organization and need to understand your needs and seek your feedback to achieve the highest possible standards of customer service. We appreciate customers taking the time to provide feedback on the support we provide. To ensure that it is clear that we value your dedication to our continuous improvement, we will be responding to your feedback. As part of our overall customer centric vision, one of our new upcoming workflows will involve ESS actively contacting individuals based on the results of their surveys. This will give us the opportunity to better understand what we can do to improve the overall customer experience. Thank you for filling out your eSurvey, and we look forward to communicating with you more in the future.
As always, I encourage you to ask questions or leave comments in the comments section. NOTE: You must be logged into your ESRI Global Account to leave comments.
- Monte, Server Unit Manager, Support Services, ESRI
Scope of Support
“Hello World!” Monte here again to discuss an important project that we have been working on in ESRI Support Services over the past several months. Today, I’d like to introduce Scope of Support.
First, a little background: ESRI Support Services (ESS) is broken into technology-based units comprised of the Support analysts who directly support you. Each ESS Support Unit follows established Support policies and procedures throughout the course of daily Support practices; however, our Support policies have sometimes differed between the units within ESS as well as between Support, our Development Teams, and other groups within ESRI. To ensure that the level of support and the messages delivered to our Support analysts, other ESRI staff, and you, the ESRI customers are consistent; ESS has developed official Scope of Support guidelines to assist ESS analysts in their daily workflows.
How does this affect you? When you call us for help, we want to make sure that we put you in touch with the most appropriate resource(s) at ESRI. While we’ll make every attempt to help you, ESS may not always be your best resource, depending on the nature of your issue.
The Scope of Support guidelines were developed to formally define issues that Support analysts are responsible for handling, while also documenting issues that fall outside the scope of ESS. As part of our onboarding program, analysts are provided documentation and training in order to handle all situations in a consistent manner. Additionally, the guidelines include processes and procedures to help Support analysts direct you to the most appropriate ESRI resource, when your issue is found to fall outside the scope of Support. This includes directing you to Professional Services for custom application help, recommending training and Customer Service for new license files, just to name a few.
What’s most important is getting you in touch with the most appropriate resource at ESRI. Scope of Support ultimately ensures accountability by ESRI while providing a consistent level of support when you call us for help. We’re currently developing external Scope of Support documentation that we’ll post to the ESRI Support Center Web site in the near future.
As always, I encourage you to ask questions or leave comments in the comments section.
Until my next post…
— Monte, Server Unit Manager, Support Services, ESRI