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Develop an IT Strategy to Support Customer Service

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IT can help pave the way for a Customer Service transformation. …

IT can help pave the way for a Customer Service transformation.

Your Challenge
Customer expectations regarding service are rapidly evolving. As your current IT systems may be viewed as ineffective at delivering upon these expectations, a transformation is called for.
It is unclear whether IT has the system architecture/infrastructure to support modern Customer Service channels and technologies.
The relationship between Customer Service and IT is strained. Strategic system-related decisions are being made without the inclusions of IT, and IT is only engaged post-purchase to address integration or issues as they arise.
Scope: An ABPM-centric approach is taken to model the desired future state, and retrospectively look into the current state to derive gaps and sequential requirements. The requirements are bundled into logical IT initiatives to be plotted on a roadmap and strategy document.
Challenge: The extent to which business processes can be mapped down to task-based Level 5 can be challenging depending on the maturity of the organization.
Pain/Risk: The health of the relationship between IT and Customer Service may determine project viability. Poor collaboration and execution may strain the relationship further.

Our Advice

Critical Insight
When transformation is called for, start with future state visioning. Current state analysis can impede your ability to see future needs and possibilities.
Solve your own problems by enhancing core or “traditional” Customer Service functionality first, and then move on to more ambitious business enabling functionality.
The more rapidly businesses can launch applications in today’s market, the better positioned they are to improve customer experience and reap the associated benefits. Ensure that technology is implemented with a solid strategy to support the initiative.

Impact and Result
The right technology is established to support current and future Customer Service needs.
Streamlined and optimized Customer Service processes that drive efficiency and improve Customer Service quality are established.
The IT and Customer Service functions are both transformed from a cost center into a competitive advantage.

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  • 1. Value .JPEG in high resolution and .PSD/.AI files for future editing 1220px horizontal (Absolute) 2500px vertical (Preferred) Develop an IT Strategy to Support Customer Service IT can help pave the way for an external customer service transformation. Customer expectations regarding service are rapidly evolving. Your current IT systems may be viewed as ineffective at delivering upon these expectations; a transformation is called for. The customer service organization would like to use modern channels and technologies, but it is unclear whether IT has the architecture/infrastructure to support them. The relationship between customer service and IT is strained. Strategic system-related decisions are being made without IT’s input. IT is only engaged post-purchase to fix issues as they arise and to offer workarounds. Embark on a journey with your customer service organization. Let this project be a starting point for strategic collaboration. Demonstrate to the business that IT understands their challenges, and can help put technology to work to create new offerings and meet their customer service vision. Evaluate business processes and the respective supporting systems to gain a strategic perspective on IT initiatives that will enable your customer service revolution. If you are a firefighting IT department, consider this project as an opportunity to mend your relationships with the business and transform yourself into a strategic partner and innovator. Be clear about roles and responsibilities: identify the right process and task owners to ensure project success. Where transformation is called for, start with future state visioning. Current state analysis can impede your ability to see future possibilities. Get your house in order by enhancing core or traditional customer service functionality first, and then moving on to more ambitious business enabling functionality. IT is only one or two degrees of separation from the end customer – it’s simply a matter of perspective. IT’s involvement and collaboration can significantly impact the customer experience. There are multiple strategies that IT can work with Customer Service to deliver, unlocking their potential business value: Efficiency: Volume Diversion to Lower Cost Channels Agent Empowerment Retention: Proactive Customer Service Seamless Multi-Channel Strategy Cross-Sell/Upsell: Cross/Sell and Upsell Opportunities Info-Tech Recommeded Evolution for Customer Support IT Systems: Although Info-Tech recommends undertaking initiatives that build a solid foundation before embarking on business enabling initiatives, there may be “low hanging fruit” that will increase buy-in and excitement from the business and improve customer service in parallel. Do not overlook these opportunities. See Project Steps Table Below Recommend depicting this as an ‘evolutionary’ race or journey. Perhaps, at the starting line, depicting the runners as apes, transitioning the early cavemen, then vikings…and eventually modern businessmen. Then there should be other sections around it in support of the journey (that correlate to the sub-insights above). See mockup for more details. Style Guide - Designers: Use the style guide to get a feel for our brand Rough Sketch This infographic is the creative art of our research. As such, we want to make sure each one is unique and creative. The only real guideline is our fixed width and call to action image. The rest is up to you. 1) Project RACI Chart – MS Excel Tool 2) Customer Service IT Strategy – Project Charter Template – MS Word Template 3) Customer Service Business Process Shortlisting Tool – MS Excel Tool 4) Customer Service Systems Strategy Tool – MS Excel Tool 5) CS Technology Initiative Scoring and Roadmap Tool – MS Excel Tool 6) 1) Section 3 – Use Goals to Identify Viable CS Strategies & Shortlist Business Processes for Modeling 2) Section 4 – Current State Review and Requirements Prioritization 3) Section 5 – Evaluate Solution Options 4) Section 7 – Initiative Scoring 5) 6) Develop an IT Strategy to Support Customer Service