@OneDeskApp

OneDesk The Group

facebook.com/SocialProductApp

An Integrated Suite of Applications for Product People

OneDesk provides a suite of product-focused applications to promote effective collaboration between colleagues, business partners, and customers including:

• Innovation & Idea Management

• Product Management

• Project Management (Gantt, tasks,issue tracking/roadmapping)

• Product Marketing

• Help Desk 

OneDesk Benefits

• Bring all product stakeholders to the table

• Deliver better-aligned products & services

• Collaborate effectively across product, project and customer-facing teams

• Access customer dialogues on the social web

• Harness and effectively assess all knowledge, suggestions & ideas

• Promptly adapt to changing market needs 

The Product Funnel

Capture All Feedback• From the social web – customers are already discussing

your products and services

• From employees and partners – OneDesk users can enter their own feedback.

• From your website – embed a customer community portal on your website.

• From your help desk – ensure support tickets are reflected in your product plans

• From email – forward ideas, support issues, and feedback directly to OneDesk

• [email protected], [email protected], …

• Import – import existing customer data and feedback

• Listen to the web at large – monitor conversations on Facebook, Twitter, Blogs, comments, and more.

• Learn what your customers are already saying – The conversation about your products is already occurring.

• Respond from a single interface – Answer queries, compliments, and criticism directly from OneDesk.

• Capture with a single click – Easily save and classify ideas, questions, leads, problems and praise.

• Keep a record – The social web is transitory, you need a permanent record of what is relevant to you.

Monitor Social Media

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Innovation &

• Get ideas from all sources – your website, social media, your help desk, email.

• Leverage your community – Capture ideas from customers, employees, and partners.

• Start a discussion – elaborate on ideas by engaging the stakeholders in a discussion.

• Voting! – Let customers and employees up-vote their favourites. The best ideas rise to the top.

• Implement the best ones – Evaluate, implement and start innovating!

Ideas Management

Help Desk• Multi-channel support – Support your customers through all channels:

website, email, social media, etc.

• Create a knowledge base – Save time and money by publishing responses to common queries on your website.

• Automate your ticket flow – create lifecycle flows for your tickets and reduce manual repetitive actions.

• Improve service levels – Use automation to ensure that customers are responded to in a timely manner.

• Let your customers help – Optionally create a forum for customers to interact. Reduce customer service costs.

• Escalate – Easily create issues and feature requests.

Manage Issues• Capture issues from many sources – Customer support

portal, social media, email, employees and partners.

• Assign issues to your team – easily assign or automate the assignment of issues.

• Track time and resources – Generate tasks and assignments from issues to log and track the work

• Escalate – increase priority, push issues into product requirements.

• Extensive properties – the right properties to manage all the business processes you need to support.

Analyze & Prioritize Requirements

• Easily capture requirements - Generate requirements from feedback with a single click

• Make smart decisions – Analyze requirements using real-world data

• Stay organized – structure your requirements to always have a clear idea on product direction

• Poll your users – get objective answers to product-related questions

• Traceability – know the origin of your requirements and retain a direct connection to the customer

Product Roadmapping

• Optimize your product roadmap- Plan out releases based on available resources and automatically track their progress as they are executed.

• Improve decision making- visually lay out cost plans, milestones and schedules by providing more accurate analyses and estimates.

• Automatic real-time updates- roadmaps are automatically updated in real-time based on product data, projects and requirements.

• Get the details- Drill-down on specific details on requirements, features and tasks.

• Export roadmaps- Export roadmaps and create reports for all stakeholders.

Get Building• Generate tasks – Go from requirements to tasks in the easiest

possible manner

• Assign and schedule – Full-strength project management functionality to plan even large scale projects.

• Execute in real-time – Log work, update actuals, complete timesheets, and stay on track

• Track progress – compare your plan to actual work as it unfolds. Extrapolate variances and solve problems early.

• Everyone stays informed – Progress status flows back from engineering, to product management, to marketing, to executives, to customers.

The Social Business

• Enterprise social networking – Create a profile and share details how you see fit. Get to know your colleagues.

• Secure enterprise sharing – Share product data, even outside the organization, with roles and permissions.

• Real-time updates – Modern real-time architecture means that data is shared between users immediately.

• Chat, messaging, email notifications – Instant messaging, email integration, notifications.

• Discuss everything – Discussion forums attached to items means that the conversation is structured and productive.

• Blogging – Users can post articles and comment on them, to a personal blog or to a product blog.