Tag Archives: Office 365

Seeking to drive adoption, Microsoft fumbles customer service

Let’s subtitle this post “A tale of two tickets.”

The other day, I got a request from one of my staff: could we please start using Shifts for scheduling his team’s on-call rotations? “Sure,” I said, little realizing what a journey that would entail. To make a long and painful story as short as possible: Shifts didn’t work in our tenant, so I filed a ticket, which took six weeks and multiple escalations before it got to someone who actually realized the problem (it was a back-end provisioning issue) and fixed it.

Six weeks. Hold that thought.

Now, a digression.

It is no big secret that Microsoft is working very, very hard to increase adoption of their cloud services. At their recent Inspire partner conference,  there was a steady drumbeat of adoption-focused messaging directed, loudly, at Microsoft partners, and many Microsoft partner and sales personnel have found that their fiscal year (FY) 2020 compensation is directly tied to increasing adoption. For example, one person I spoke to told me that in FY 2020, the target they were expected to meet was to drive Teams adoption in their target market year-over-year (YoY) up by more than 250%.

Now, really: I get it. Microsoft is selling their “three clouds” (Dynamics 365, Office 365, and Microsoft 365) as hard as they can, but the old phenomenon of “channel stuffing” rears its head when customers buy licenses for those three clouds and don’t use them fully. If you buy a bunch of O365 Enterprise E3 licenses, for example, but only use Exchange Online, Microsoft is worried that you might a) buy less expensive licenses at renewal or b) defect to Gmail. They therefore have a really strong interest in not only selling licenses for these services but ensuring that people actually use what they’ve paid for.

Not only that, if customers don’t use the licenses they already have, it’s darn hard to upsell them more expensive or more capable licenses. This is a major brake on Microsoft 365 adoption: it’s hard to sell people a new SKU for Windows 10 and Office 365 when they already have O365 licenses on a multi-year agreement and perpetual Win10 licenses on their existing devices.

Side note: Azure is of course a Microsoft cloud, and it absolutely has its own, and rather daunting, adoption and consumption targets, but since almost all Azure services are priced based on actual usage, the play in Azure-land is to get people to use more rather than to get more use out of what they’ve already bought. Thus the intense focus on topics such as “digital transformation,” which translates to “getting stuff out of your on-premises data centers and into Azure” and the various Azure security offerings (which translate to “pay us per-minute to do cool security stuff on your Azure-hosted resources.”)

To recap: Microsoft wants customers to use all of the workloads in their O365 or M365 SKUs because doing so helps them keep customers around longer and sell them more stuff. In fairness, customers can benefit too by getting better value (defined as “more productivity” or “better security” or whatever) from their existing investment, but I think Microsoft is mostly interested in this because “customers can benefit” directly turns into “customers give us money.”

With that background, you’d probably think that Microsoft is always looking for new ways to increase user adoption… and you’d be right. That explains the mail I received this morning.

It looked like a support ticket, but I figured it must just be a decent phishing attempt. After all, I didn’t open a ticket, so the “Your request…” language was suspicious. Then I read it and damn near threw my coffee mug at the monitor.

Why?

Think about it. This is Microsoft sending me a “support ambassador” to try to convince me to use more of their services, i.e. to increase adoption, in a test tenant with only 1 paid license… something which only benefits Microsoft.

Meanwhile, users in my production tenant have to wait SIX WEEKS to get an actual problem fixed, one that directly affects their ability to work. Oh, by the way, fixing that problem would drive adoption of the service! We wanted to use Shifts but couldn’t until the problem was fixed– so no need to manufacture a fake support ticket to try to get me engaged.

Apparently there are enough “support ambassadors” roaming around to waste time dunning the admin of a single-user test tenant because “[their] system detected that not all users are using the services included.” Now, of course I realize that the “support ambassadors” here are not really support engineers in the same mold as the people who answer, y’know, actual support requests. What this email really means is that Microsoft is spending money on trying to drive adoption that would be spent better on the actual support organization.

This is part of the same tiring and worrisome trend we’ve seen in Office 365 for years now, where Microsoft does questionable stuff behind their customers’ backs. Here are a few examples:

  • Contacting the tenant admin (me in this case) to drive adoption based on data I haven’t seen about what my users were doing– perhaps this would be an unpleasant surprise to admins who don’t realize that user usage data is used for this purpose
  • Faking a support ticket as a means to fool customers into thinking they should read the adoption-related propaganda. (I split this one out separately because it irritates me so much.)
  • Pushing feedback surveys directly to Teams end users. Here’s some feedback for y’all: don’t talk directly to my organization’s end users without permission. Interestingly, the Teams team has made no public comment on this feature despite the uniformly negative feedback I have heard they’ve received.
  • Sticking transport rules into customer’s Exchange Online tenants. (Hear more about that here.)
  • Magically generating O365 Group objects from distribution groups and making them appear in the GAL
  • Turning on any number of other features by default so that they appear to end users with little or no warning. I do appreciate that the roadmap communications have gotten more detailed, and more frequent, as the service has matured, but since I still don’t know exactly when feature X will hit my tenant, it’s harder to do adoption and change management than it should be.

MVPs have a reputation for giving Microsoft candid and honest feedback, so here it is in two short digestible sound bites.

First, tighten up the support organization so that it doesn’t take multiple weeks to fix any problem. I can migrate a 100,000+ user organization in the amount of time it takes Microsoft to recognize and fix simple provisioning problems.

Second, stop bypassing (or trying to bypass) the tenant admins. Be very, very judicious with which new features are on by default; provide admin controls for new features on day 1 (and not later), and don’t assume that your customers are OK with you interacting directly with their end users.

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Microsoft Teams privacy bug: the cat and the camera

As longtime readers probably know, I have a cat. As cats do, he will sometimes jump on my desk.

Pancake, looking majestic

Pancake the cat on his royal pillow

Some of you may know that, because my job entails working with a worldwide team, I often have early-morning conference calls. To make this easier, I have a small workstation in my bedroom where I can work and be near the coffee machine. This machine is set up with a Logitech c920 webcam and a Blue Snowball USB microphone.

Most of you probably don’t know that I tend to pace when on telephone calls.

So picture the scene. I’ve straggled out of bed to grab a cup of coffee, yawn and stretch, and get on a call. I’m pacing around and speaking. Suddenly the gentleman I’m speaking to (my long-suffering counterpart, Tony Sterling, who owns our customer experience team) starts cracking up. “Dude, turn your camera off!”

Sure enough, somehow the Teams app had started showing Tony video of me pacing around in my boxers and T-shirt. Thankfully it was only him. I apologized deeply, turned off the camera, and removed Pancake from the keyboard. After the meeting, I scoured the Teams documentation to find out what the keyboard shortcut for controlling the camera was.

There isn’t one. This made me a little nervous, nervous enough to put a Post-It note over the camera lens so Pancake didn’t accidentally turn on the camera one night when I was asleep or something.

Today I was in a Teams meeting. The cat jumped on the keyboard and… voila… I got a macOS permissions dialog asking me whether Teams should have permission to use the camera. He’d done it again!

It turns out that when you’re in a Teams meeting, hitting a key will act like a mouse click on whatever control currently has focus. By default, the camera on/off button has focus. Try it yourself: join a meeting, switch out of the Teams app and back into it, and hit a key.

This is, shall we say, not a great design. I appreciate that the Teams team has provided keyboard focus selection, which is great for accessibility, but having focus default to camera on/off is a recipe for unpleasant surprises.

Lesson learned: since I can’t keep my cat off the keyboard, I’ll keep my webcam covered.

 

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Filed under Office 365, Oops!

Office 365 Exposed, episode 13

Join me and co-hosts Tony Redmond and Vasil Michev as we talk about all manner of things, including the new Outlook web app, Microsoft’s checkered history with transport rules for security, various SharePoint topics, and the pungent cloud of FUD emanating from certain Office 365 ecosystem vendors.

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Office 365 Exposed, episode 12:

As per tradition, Tony Redmond and I got together at Microsoft Ignite 2018 in Orlando to record a new episode of “Office 365 Exposed” podcast. The Ignite organizers make studios available for this purpose, which is most appreciated. We were joined by special guest and noted humorist Greg Taylor, recently-appointed Microsoft Director of Marketing for Exchange and Exchange Online, to discuss the conference, some announcements made at the event, what Exchange 2019 means for on-premises customers, and what’s happening with Microsoft 365. It’s an easy 45-minute listen.

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Azure Portal search: a tale in 4 pictures

Sorry that my first blog post in a while is a complaint, but, hey, at least you’re not paying a subscription fee for it.

We ran into an odd problem with our work Microsoft Teams environment. (I’ll blog more about the details once I confirm that it’s fixed; we’re still troubleshooting it.) Thanks to valiant efforts by Tony Redmond and the Teams engineering team, the root cause was tentatively identified as one of the Teams microservices being disabled. I needed to re-enable it.

First stop, the “Enterprise Applications” blade of the Azure portal. Note the list below is the default view, and it’s all you get– a naive user might assume that the list shows all applications in the AAD tenant because the filters are set to “application status any” and “application visibility any,” and the list appears to go from A through W.

portal-01

But noooooo. Notice that there’s no entry for “Microsoft Teams,” which I know perfectly well is enabled. OK then, let’s try setting the “Show” pulldown to “Microsoft applications.” Set that filter, click “Apply,” and check out the results.

portal-02

Huh. Still no entry for Teams. This time I notice the text in the search field: “First 20 shown, to search all your applications, enter a display name or the application ID.” All right, fine, I’ll try searching for “Teams”. Type that in, hit return, and…

portal-03

Well, that seems wrong. Let me try “Microsoft”. That produced a good-sized list of results, very few of which showed up in any of the preceding screenshots.. but only one entry showed up with a name of “Microsoft Teams.”

Finally, Vasil Michev took pity on me and told me to search for “Microsoft Teams.” Et voilà…

portal-04

There’s the problem child. A couple of clicks later, the service was enabled as intended.

Now, sure, in the grand scheme of things this is a minor issue. There’s so much stuff in the Azure portal, and so many great Azure services, that I can understand that maybe search in this one little corner of the portal isn’t a priority.

Having said that: this is an embarrassing thing to get wrong, and it’s emblematic of similar problems across other Microsoft properties (let’s not even talk about how bad content search is in the Teams client, or why I can’t search Exchange Online archive mailboxes on the Mac Outlook client).

Seriously– fix it, Microsoft.

 

 

 

 

 

 

 

 

 

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Office 365 Exposed, episode 11: Spectre, Meltdown, and the O365 Admin

This episode was recorded at the Continental Hotel in Budapest, where Tony and I were joined by Office 365 MVPs Alan Byrne and Vasil Michev. We explore the wonders of the Spectre/Meltdown vulnerability and learn how it affects– or doesn’t affect– Exchange and Office 365 administrators– and we finally have a name for our “point/counterpoint” segment. Tune in to find out what it is.

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Office 365 Exposed, Episode 10

Tony and I decided to do a special holiday edition of the podcast to celebrate a banner 2017. In 2018, we have some big things planned– but until then, enjoy this episode where you can learn what our favorite new Office 365 features were, hear Tony fulminate about the Teams PowerShell extension, and find out whether we actually believe that Teams will kill off email (spoiler: nope.)

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