 Hello and welcome. Today we want to introduce an upcoming new version of Superfist Service that's available now and coming to you soon. So in this session, I have Mikael with me, the product manager for the service product. Welcome, Michael. Nice to have you here. Thank you very much, Gannett. So what are we talking about today? Yeah, so today we're going to talk of course about the new Superfist Service, but to break it down a little bit, we will start with the background and the goal behind creating this new version of Superfist Service and we'll introduce a new way of working with customer requests. And of course, I'm assuming that all of you listening wants to know when it's coming and how you prepare for this upcoming change. And we want to get you started now, so we will provide you with some things that you can start doing already now while listening to this and after this session. So that's what we're going to do today. And yeah, so the background, Gannett, how about that one? Yeah, so as you all know, Superfist CRM, maybe someone also knows it as sales and marketing and Superfist service have traditionally supported quite different types of processes. And it started off at one point as two different systems that now have been tied together. Yeah, and up until now, you as a user of Superfist have experienced this and it's kind of a legacy way of approaching sales and support as two separate workflows, two separate departments. So, but that's something we want to change now. So despite that there have been a common customer database and similar looking field across sales, marketing and the service features in Superfist, the feature supporting customer service especially has appeared in a separate browser and it's been another way of working with the functionality within that browser or in that client. And that wasn't the same way as it worked within the sales and the marketing clients. That's something we would like to change now. Yes, and as we think that the customer really is the same throughout the journey, whether we engage with them as prospects during a sales process or taking care of them after they have bought something from us. So why should the solutions supporting this different phases in the customer lifecycle with us differ? So we thought there's a better way and now we can present a solution where Superfist CRM truly is one platform for all teams. Yeah, so to create this together with the product development and R&D team set some goals to actually be able to achieve this. So we knew we wanted to only provide users with one CRM interface, no matter what type of engagement you have with customers. If it's a marketing sales or service that you usually work with and we wanted to improve the navigation that users are feeling when they are accessing different features and information within Superfist. And we wanted to simplify the experience of using a customer service too and understanding the pressure team supporting customer service are under. We knew we need to seek new ways to increase their productivity and all of these factors stem into our desire to increase the user adoption and help companies using Superfist CRM to place their customers at the center and benefit from their customer centricity. So we had an approach to this, didn't we, Hennet? Yeah, well this task was to fully embrace the user. So in addition to the usual market research, looking at trends and technology movements, we decided to gain as much feedback from actual users out there as possible. So you were a part of this, can you tell a little bit more about the process and the research phase? Yeah, of course, and the obvious group to start doing the research upon was, let's call them the dedicated agents, those that work daily with tickets or requests all the time. Typically they are experts in handling the incoming questions and requests. They are answering all sorts of questions, solving issues and handling complaints that comes from everyone asking your company about things. It could be anything from claims to regularly just opening our questions or general questions. But we also talked to people who only handle these type of requests or questions from time to time to understand how their needs could best be served within Superoffice. It should be easy to start to answer requests if you're not that used to it. And of course we needed to talk to as many service managers as possible as well to understand their unique challenges and requirements in regards of team handling and distributing resources and making some statistics and knowledge drawn out of the actual requests that they are handling. But most importantly, instead of just asking them what do you need in this kind of software, we started to ask them how do you actually work? Because if we are to embrace what the users need, we really need to understand how they are working and what comes in the way of them doing their job at the best of their abilities. So what we found in our research while doing this was that we found key six struggles when handling these type of requests. And the number one was that they're constantly switching context during the day when you work as a request agent or a user handling these type of questions. You often work on more than one request at a time. Another thing was that you looked at answers in previous requests while at the same time working on a new request or several new requests. You need to find the information all over the place in different requests. And you typically have several queues that allows you to follow up and monitor a lot of different queues. It's not only one, it's usually several. And while you have a lot of different queues, it's important as well to have the right layout and information in these different queues. You needed to be able to have different types of fields, different types of layouts for different queues. And the last one, we found it difficult to update the properties in the request at the same time whilst you're replying to the actual tickets. It was very common that they sent the question to the customer or provide an answer and then they needed to go back and change the properties or details afterwards. But that should be gone now. Yes. Well, all these challenges results in a lot of time being wasted, people not being able to work as efficiently as they want to. And a lot of, like you mentioned, frustration along the way. So this have been something that we have considered when we have been working on the news solution. So we have some good news for you. Yeah, we have something to show you because it's a complete makeover, I would say. Absolutely. Yeah, so I think we should just reveal it. Pull the curtains and let's go on with it. What's behind all the fuss here? So I would like to introduce to you the new Superoffice service as you can see it is fully embedded in the Superoffice CRM client. It has, you know, the request tab on the left hand side in the navigator and it offers better and more intuitive visual help for you as the user to understand the context and what you can or should do with information available at hand. All service features are there and they follow the same experience of other parts of Superoffice, simplifying the use of these for not just the expert but for everyone. And you have more information available in one view, letting you multitask more easily on each ticket as well as work effectively with more than one ticket at the time. But pictures are pictures and, you know, live demonstrations is another thing. So maybe we should show them a little bit more. What do you think? Yes, absolutely. So let's start with the first challenge that we mentioned is that sometimes we're constantly switching context during the day. And I personally, I did this a lot because I was working both in the service solution and in the CRM and I used them both to look up information while I was working on a request, for example. So we have a good solution for this now. Yeah, I think that's a very common scenario. And as you can see here, you know, I start to type something to respond to the customer. But then I just have a notion that, okay, maybe I should check, you know, the calendar didn't we have a meeting with this customer previously or something. So I jumped directly to my calendar. I check, you know, the activity, I go to the company card checking stuff there. Or there's some information I can gain here on knowledge, checking the actual contact, what have we done towards John previously, and then I jump back to the request. And even better now is that if I just want some summary of, you know, the latest things or activities we have done towards a contact or a company, I could easily access that now directly from within the request. And I could, if I press one of those items there, I will directly navigate to the chat or an activity or sale or project, depending on where I click, of course. And here I see a chat session we had with him a couple of days ago and, you know, then we know what actually happened here and I can give a much more valuable response to the customer here. So that's a very nice way of, you know, combining data in one client. But we have more struggles, don't we? We'll struggle, no. We have solutions. No struggles, but we are solving them, I mean. No struggles. Yeah, I think what you show now is great for many people also to have that overview and kind of have everything in one place is a great way to work. But sometimes you need to look up information. You might be working on several requests at one time. So we have some new changes here as well. Yeah. So as you can see here on the top bar within requests, we have now the possibility to create multiple tabs up here and you can move them while by doing drag and drop back and forth. And if I double click in a specific list here, my own open requests, I will open up a new request on in a new tab. And if I do another one, I will have a third tab here with with a request and this creates, you know, it's an easier navigation. I can just click back and forth between the different requests here and I don't have to use different browser tabs and etc. So it's a very nice way of creating, you know, an overview for for the agent or the user so they can keep track of several requests at the same time. Multitask. Yeah, multitasking. Yes, but we also have scenarios where you might want to look up answers in other requests while you're working on a specific request. So we have some updates there as well. Yeah, so it's, you know, a little bit like previously where you work on, you have several requests maybe open or in this case I have a printer issue. So I remember that a couple of weeks ago I had a similar problem at customer sites I can search for tickets related to printer issues. And I can easily open one of them and check, you know, how we responded the last time and just take that bit of information from one request and then just jump to the other one and provide a valuable response to John. In this case, he got a full answer on his problem here. It's very easy to take information back and forth between the request when everything is in the same top bar there without jumping back and forth. So that's a very nice way of adding value in a very efficient way. But usually it's not only several requests. It could be this challenge as well. Yes, absolutely. I think many people feel this pain. They want the overview. They have several cues to follow up on. You have responsibilities in the different cues, so you want a good overview. So you can show us some more on that. Yeah, of course, it's not only requests that you can have several of within the top bar there. You see here I have unassigned requests. I also open up my own open requests and of course I can move back and forth between these and I can also have searches or my selections. Here is my customers that have open requests and these are the stored ones that I'm accessing a lot of times. But of course I can just use find requests to create my search criteria on the fly and that I want to check, you know, a list of tickets or requests that have a specific detail or preference and start to work with them. And all of them are available easily in these different cues here, so you get an overview of everything. So that is very nice, I would say as well, to be on top on things and keeping track. And customize it. Yeah, I like that you can have your own selections. Yeah, then we have this challenge as well. Yeah. I think it goes to the same thing. You have the list, right? But you don't really have much options to customize the layout of those lists. Usually they've been very static, but now we have some more options. Yeah, so now it's up to you as a user or if you have some default settings that you could easily, you know, move these columns back and forth. And of course, since it's within the super office CRM client, we also have the possibility to enable grouping and filtering. So you could easily just enable this and take for this case status and move it up to the grouping and bar. And you will see that now everything is grouped based on status instead and you have all the corresponding requests under each status here. And if you want to filter at the same time, you just add that you want to see the support queue and the administration queue here and you are filtering out the rest of the requests. So you just get the ones that you really, really need. So that's one way of customizing creating your specific view for a specific queue or selection or a search so you can fine tune and work more efficiently. And then the last one. Yes, I'm guilty of this as well. Sometimes you work a bit too efficiently and we close the case and remember or you don't remember to update all the properties on the request. So there are some changes in the new solution as well. Yeah, so to even more increase, you know, the efficiency of the users, we have added the possibility to, of course, you can write manually or use the reply templates and usually before you just sent this and then later on you changed all the the details or preferences on the request, but now we can do it even in the same process here. So we reassigned it to Anna, we change the status to in progress and double check that the message is correct and then I press send and everything is stored directly. So I send the message I have updated the preferences and now I can move along to the next request or check my queue what I would like to do. And speaking of that, you know, checking your queues or your lists or selection, we're coming with a new feature for this as well where you have live updates on all requests. So it's one essential that we see, you know, feature that we deliver to the new service solution as well. This is a way of keeping you updated with when other users are working on the same requests as the one you are working with. So it's notifying the user for what is going on for better control. And you can even, you know, use your mouse cursor to get some tooltips saying that this specific request is actually being edited by Philip at the same time as I am viewing it or that I have it open in a specific tab. So it creates better efficiency and better usability. So as a user, you get notified directly when something is happening here in the different queues or a certain request that you have open in a tab. So you could navigate there when you know that there's new information to be seen here. So that's going to be very cool and efficient as well. Yeah. I really look forward to this one. It will help a lot, especially when you are also bigger teams that are working on similar cases. Yeah. Right. So now we can present a solution where Superfacere M truly is one platform for all teams. So this is a solution that allows everyone in or your organization to see and use the information you have about your customers. So that everyone can aid in providing great customer experiences at every touch point. Yeah, it's going to be very, very great to work with. I can assure you about that. Yeah. So we hope you're excited too about what you just saw. And there's, of course, more to show and explore. But first, let's address the first question that usually pops up or pops into mind when seeing a new version of the product that you already have. So it's, of course, when will you get this version? It was actually made available to new customers end of April this year, 2023. And many have also gotten a head start as a pilot customer and also giving us very valuable feedback along the way. But existing customers will then get this new version of Superfacere service over the next coming months. So how quickly you will get it depends upon how quickly you want to get started. But of course, if you have customizations that needs to be checked and verified before you upgrade or migrate. So the next steps is to talk to your surface representative to assess your solution and if you're ready to migrate. But like I mentioned, it also depends on the level of customizations and, of course, some other factors as well. So Michael, can you please give us some more details about this? Yeah, of course, because new versions creates new opportunities. So before upgrading, though, to this new version, which has such significant changes to the interface and we're working with requests, there are always a bit of preparation work to be done. So some things work differently and you and your team need time to learn more about that. So if you have customizations like scripts or custom screens in your solution, these needs to be checked. And in some cases, remade in the new version. And this would then be part of the preparation work before enabling this new Superfacere service. And of course, this may be like we experience in our own company an opportunity to take a look at ways to optimize the way we do things. We discussed that we could streamline a lot more simply by taking a new look at our processes against the way, you know, we had it set up previously. So here is a perfect opportunity to take a look to see if there are areas you can improve or simply revitalize the way you have set up your Superfacere solution. So even though we could give you the new version tomorrow or today, but we would still want to give you some time to prepare for it. And of course, we in our network of partners are here to help you if you would like help with it. And one thing that's also good to mention here regarding your preparations is, for example, some of the new way of working that represents both new opportunities and the need to embrace changes concerned the current dashboard tiles and selections that you use in today's version. These will not be transferred automatically, but will have to be recreated in the core CRM features or in Superfacere client. And if you haven't tried to create the dashboard tiles yet, we think you'll find that this offer that this offer plenty of flexibility and ways to present the showcase the KPIs you're tracking from from service in a much more efficient way than the old one was able to do. Yes. And you can start doing this now because you always have access to the core of CRM as well. So you can start playing around and mapping out what you need and recreate that in Superfacere. And because all of the data and the options are available for you, you can use find, you can create selections, you can make graphs and tiles and dashboards based on requests in core CRM. And we have a lot of good documentations on this if you want to learn more on how you how you set up this different dashboards. But I can say that we have done the migration for our own support team. And through it, we also realized that there was a lot of old selections and reports that simply was no longer in use or an amount we wanted to migrate was a whole lot less than we first thought. And our own experience when upgrading our surface service solution was that it contained a lot of customizations and dates from years and years that it was a lot that we simply didn't actually need anymore. So in addition to the improvements in this version, this is a good opportunity to take a look at how you work with it and improve your internal processes and workflows. So we are very excited to bring this version to the market to everyone. And of course, we are here to help you migrate and to get the most out of the new solution. And first of all, that means that we will have a running dialogue with you on what and how and when. And we will reach out to everyone over the next coming months. But of course, if you're very eager to get started, you're always welcome to reach out to us to get the head start and to discuss your options. So there's a lot of documentations that's being drawn up from user guides. We have videos, we have webinars and also in-app resources and product tours that will become available to help you to get the most out of the new version and to help you with a smooth transition. And of course, like you mentioned, Mikael, our own and partner or partners experienced consultants are able and ready to help you with identifying and preparing for the migration, depending upon what you need. So we are ready. And to get you ready, look for all of the information on these pages and then book a time and discuss what will mean for your company. And let's plan and set a date for your upgrade. Yeah. And we will upgrade our customers, you know, initially now on a first come first serve basis. So the sooner you book a time, the sooner we can plan out the best get you started for your specific company. So it's been great to have you all here. And thank you for listening and please get in touch with us. We are here to help you to provide the best customer service solution that's possible. So get in touch. Thank you very much. Great. Bye-bye. Have a super day. Yeah. Thank you. Bye-bye.