On Tuesday 17th March 2009, Ixxus held an event in London to explore with Percussion customers, the future of Percussion in the UK.

The objective of the event was to provide a forum for customers to discuss Percussion’s transition to a Partner Channel in the UK and Europe and help shape how Ixxus can help make this transition as smooth as possible. Customers were able to speak directly with Peter Webster, Percussion’s Vice President of Operations who is responsible for all UK and European customers and partners and to meet the Ixxus team.

Three carefully selected presentations were also given:

Percussion CMS v6.6

Two Ixxus consultants presented on the key features of the latest release of Percussion’s CM Server (formally known as Rhythmyx) including an overview of:

  • Percussion’s new branding and terminology;
  • the Percussion Content Management System;
  • the CM Server’s new Publishing engine and features;
  • the CM Server’s new Search technology and features;
  • the changes to the CM Server’s Content Explorer console;
  • the changes to the CM Server’s Active Assembly feature; and
  • the considerations of, and effort required to upgrade an existing Rhythmyx implementation to CM Sever 6.6
Percussion Online Interaction (Community Marketing, Personalisation & WebTrends Analytics)

Peter Webster from Percussion, walked through a pragmatic demonstration of what can be achieved with Percussion’s Community Marketing and Personalisation features and how using WebTrends Analytics can drive results.

Case Study: University of Surrey

Matt Farrow the University of Surrey’s Web Manager and person responsible for the University’s web presence, presented a case study of the University’s on-going Percussion CMS implementation. This highlighted Matt’s experiences of the process from procurement to ‘going live’ and the ongoing objectives for the future. A key feature of this presentation were the lessons learned along the way and the highlighted need of similar case studies to assist others with when making decisions about their CMS requirements, architecture and implementation.

The open forum session after lunch proved to be very popular with different customers expressing similar concerns about Percussion’s new Partner Centric model and the downsizing of Percussion staff in the UK office and how this has affected them.

Key concerns included:

  • How can Percussion maintain an improved level of support with a diminished support team in the UK?

Conclusion: this is a real concern for many customers and they want to be assured that they are getting the level of service they are paying for. Customers still need more re-assurance from Percussion or alternative support options.

  • Why are we paying the same percentage in support and maintenance fees when the UK team has been so drastically down-sized?

Conclusion: renewal fees contribute to ongoing research and development and on-going software releases which are then free for licensed customers.

  • Who can we go to for training and services needs?

Conclusion: the new partner centric approach means that Percussion partners are now your key service providers. Ixxus can offer training and consulting services which leverage not only their Percussion expertise but also their expertise as an established and reputable Services Implementer. For any outstanding training or services which have been paid to Percussion but yet to be delivered customers should contact Peter Webster.

  • How will you ensure Partners can offer the same level of service and knowledge as we have previously had direct form the Percussion UK based professional services team?

Conclusion: Percussion need to ensure that partners are fully supported for this model to work. Percussion and Ixxus are committed to making this happen.

  • What are the future plans for Percussion? Is our investment safe?

Conclusion: Percussion are very excited about the future and have already started on the next release of the CM Server. They are also continuing to review and build on their Online Interaction offerings.

  • How do we voice future concerns?

Conclusion: Peter Webster is contactable and your key Percussion resource. Ixxus are very keen to hear your concerns and develop new strategies to ensure your needs are met.

The overall feedback for the event was that it was successful and useful to those who attended. As a result of positive feedback Ixxus will look to follow up with similar events in the future. If there is anything you would like to see included in any future events please contact Ixxus.

To find out more about the event material including the service offerings mentioned on the event handout, or recorded material, please call Steve Odart on 02070332333.