@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 ■ ideas@x.onedesk.com, support@x.onedesk.

com, …● 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.