Which Team Owns It?
Sales, CS, TS
Sales, CS, TS
A customer calls wanting to pay for their quote using a credit card over the phone.
Customer Service
“I’m calling from the United Nations Development Programme & I need to purchase licenses. Who should I talk to?”
Resolve It -> Connect with UN ISR
Before putting a customer on hold, you should _
What is ask permission and explain why?
“I’ve never used GIS before & want to try out your Pro software, can you send me a free copy?”
Route to ArcGIS Online or Pro Trial
“Hi – I’m calling from MapBox and I just need to know the pricing for your most Advanced online license. Who can help me?”
Competitor Alert!
competition@esri.com or Team Lead
“I’m using the Field Maps app & my new points aren’t showing up on my map. Who can help me?”
Technical Support
“Can you verify employment for Sarah Smith?”
Route It -> HR Reception
What information should you confirm and understand before routing a customer inquiry?
What is the customer's name, organization, contact information, customer number or subscription ID (if applicable), and a clear understanding of their request, including any relevant details needed to route them appropriately?
"I’m calling from a non-profit in Redlands, CA & I’m interested in buying licenses. We’re new to Esri. Who should I talk to?"
Route to application, and connect with ISR if they have additional questions or urgent needs
"Hi, I am an employee at Google. Can you tell me my customer number?"
NOOO
Verify their identity. Route to ISR for further assistance.
“I’m calling from the State of Texas & I need help getting access to My Esri account. Who can help me?”
Customer Service
"I have a Federal inquiry."
Resolve It -> Federal_Sales@esri.com
You have a planned OOO, what are you going to do with your scheduled queue hour(s)?
Post on Loop
“Hi, my legal department asked me to get a copy of your terms & conditions.”
Esri Legal webpage
"I'm with OHM Advisors and I am buying licenses for the City of San Diego."
Which ISR do you route to?
The ISR for the end user's sector
The ISR for California SLG
Customer wants a demo of ArcGIS Indoors.
Connect with the ISR, who will then loop in the AM/SE
"I would like to add licensing or additional quantities to my maintenance/renewal quote."
Resolve It -> Connect with ISR
I want to create an app, can I use ArcGIS Online or do you have a different platform?
Location Platform
Separate sign-up, free service
Pay-as-you-go based on features used
“I am with the State Government, and we just had a hurricane. Do you offer emergency software?”
Route to Disaster Response Program. Monitored 24/7
I am trying to sign up for a free trial, but it is not working. The email I'm using is ilovemaps@gmail.com. What is wrong?
New customers with business email addresses can sign up for one trial. No personal use email addresses.
Trial issues? Email service@esri.com
"I need help downloading and installing ArcGIS Pro."
Technical Support
“I’m having trouble purchasing this license online."
Resolve It -> Troubleshoot over the phone
If additional assistance is needed, connect the customer with StoreHelp@esri.com, and the ISR
"Hi, I'm a teacher and I'm interested in using ArcGIS with my students. Where can I find information about available licensing and pricing options?"
K12 Licensing site
I have a license and want to do some training. What can I use?
Esri Academy: MOOCs, learning plans, tutorials
ArcGIS Solutions is a good resource for preconfigured industry solutions
Hi, I'm a student and need ArcGIS for coursework this semester. Where should I go to learn about my software options?
Confirm the student's institution and route to the Education representative. The rep can confirm if the institution has student licensing and will provide the institution's primary contact's information.
If the Education rep finds their institution does not have licensing, they will be redirected to a Student Use license.