Dynatrac ace ONE: E: Redefi fining The Customer Ex Experience Khawar Ahmed Director, Sales Engineering Dynatrace
“ Every business will become a software business, build applications, use advanced analytics and provide Saas services ” – Satya Nadella, CONVERGENCE 2015 US CONFERENCE
• Largest department is IT • 8000 members • 20% of global workforce “ We have tens of thousands of non-human workers, and they exist alongside our human workforce, and they have to complement each other ” - Andrew Wilson , CIO Accenture
• 1 Collaborate More….. More Often
~500,000 Dynatrace Agents in your environments today * *As of November 2018
You are ready to scale
Leadership and Guidance KPIs Enablement Process People Digital Transformation, Massive Adoption not just an upgrade Path to Success Performance Culture Platform Value Business Outcomes Goal Led
• 1 Collaborate More….. More Often • 2 Your demand on our Services is multi dimensional from Day1 : • Run + Grow + Adapt in same sentence
Platform and not just Software What Matters: - How you Sense and Response!
• 1 Collaborate More ….. More Often • 2 Your Demand on our Services is multi dimensional from Day1 : • Run + Grow + Adapt in same sentence • 3 Platform must not just sense, but also respond immediately.
confidential
Dynatrace ONE Collective Intelligence Dynatrace ONE Product Product Support Expertise confidential
Dynatrace ONE Dynatrace ONE Centers Collective Intelligence Dynatrace ONE Product Product Support • Global Coverage Expertise • Always On Live Chat • Co-Located with R&D confidential
Dynatrace ONE The Expert rts: Product Specialists • Support Engineers • Customer Success Managers • We accele lerate adoptio ion and valu lue by: • Secure onboarding Live chat with experts (8x5) • Pro-active customer engaement • Deliver outstanding support (8x5) • confidential
Stephen Hull Chris Carloni Harshal Pujari Ben Styx Lorena Garcia Farha Hanif Mike Rogers Megan Carnaghi Manager CSM Sr. Product Specialist Product Specialist Product Specialist Product Specialist Product Specialist CSM 120+ Product Specialists, Support Engineers and Customer Success Managers, Kayan Hales Kim Daniels Nathan McClain Joshua Pavlica Martin Chochkeh Kayla Bondy Jessica Eurich Arijan Zenuni Product Specialist Manager CSM Sr. Product Specialist Product Specialist Product Specialist Product Specialist Product Specialist focused on delivering unrivaled customer experiences Quirico Ziraldo Mike Shermetaro Ryan Diehl Sang Kang Adele Sanchez Jacob Crawford Michael Bonner Delwar Hossain Product Specialist Manager CSM CSM Product Specialist Product Specialist Product Specialist Product Specialist Anton Gojcaj Josh Raymond Cody Kachelski Dan Cummings Matt Hotra Ashley Woten Sherif El-Messiri Michael Gibbons Product Specialist Engineer Manager Product Specialist Product Specialist Product Specialist Support Engineer Support Engineer confidential
The Dynatrace ONE Customer Experience Dynatrace ONE Dynatrace ONE Premium ✓ Live chat ✓ Live chat ✓ Digital onboarding and enablement ✓ Digital onboarding and enablement ✓ Dynatrace University & Community Access ✓ Dynatrace University & Community Access ✓ Customer support – 8 hours x 5 days ✓ Customer support – 24 hour ours x 7 days ys UI ✓ Prioritized Ticket Handling & Chat Availability ✓ Customized Success Plan ✓ Designated customer success manager ✓ Designated product specialist Available as uplift to Dynatrace Included with Dynatrace Maintenance or Subscription Maintenance or Subscription confidential
“Dynatrace ONE is a notch above the rest. With other software vendors we are constantly escalating issues…with Dynatrace ONE we get the pro-active engagement and expertise we need right awa way .” confidential
Services Education Dynatrace ONE Premium Plan for Success Convert to Dynatrace Virtual Instructor Led Training (vILT) Dedicated Product Expertise Acceleration Virtual Hands On Training (vHOT) Always on Live Chat Business Insights Live Instructor Led Training Platform Extension Transformation 24x7 Premium Support Hundreds of Experts Worldwide Product Certifications Dynatrace ONE Always On Live Chat Product Onboarding Proactive Technical Support Integrate with IT ecosystems Dynatrace University Self-service Product Enablement Product E-learningConversion & Onboarding Guidance confidential
“Get closer than ever to customers…. so close that you tell them what they need well before they realize it themselves.” -Steve Jobs Dynatrace ONE
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