TSIA Webinar: Canon's Best Practices for Field Service


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Canon USA knows that face-to-face interactions with customers have a major impact on customer satisfaction and incremental revenue. A key differentiator for Canon has been arming their 15,000 + Service Professionals in the field with a robust knowledgebase to shift to a preventative and proactive service model and become more profitable as a result.

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TSIA Webinar: Canon's Best Practices for Field Service

  1. 1. Sponsored byCanons Best Practices for Field Service: The New Face of Customer SatisfactionThank you for joining us! We will begin in just a few minutes.  Audio is routed through your computer – please turn on your speakers.  Submit questions at anytime. Q&A at the end of the presentation.  For audio issues or technical assistance, please use the QUESTIONS panel.
  2. 2. Sponsored byToday’s Presenters: John Ragsdale Brian Wrage VP, Technology Research Director, Technical Support & TSIA Technology Systems Canon USA 2
  3. 3. Canons Best Practices for Field Service: The New Face of Customer Satisfaction John Ragsdale VP of Technology Research
  4. 4. Incident Costs Rising Fully Burdened Incident Cost by Channel$1,200 $1,011$1,000 $800 $600 $432 $400 $246 $200 $151 $32 $1 $- Source: TSIA 2012 Benchmark
  5. 5. How Knowledge Management ImpactsIncident Costs• Knowledge makes every tech an expert on any product• Access to knowledge impacts multiple core metrics: – Increases first contact resolution – Reduces talk time Increases customer – Reduces resolution time satisfaction – Reduces training time• Mobile tools put real-time content in the hands of field techs – Increasing first visit fix rate – Reducing time on site Increases customer – Boosting appointments per shift satisfaction
  6. 6. Higher FCR Equals Higher CSAT Average Satisfaction Score Owned Employees, Phone Interactions100.0% 96.9%95.0% 92.1%90.0%85.0% 81.1%80.0%75.0%70.0% Top FCR Performers Average FCR Bottom FCR Performers Performers Source: TSIA 2012 Benchmark Survey
  7. 7. Do you plan to invest in KnowledgeManagement in 2011-12?60% 50% 50%50% 45%40%30% 28%20%10%0% Education Field Service Professional Support Services Services Services Source: TSIA 2011 Services Technology Survey
  8. 8. Biggest Challenges Facing KMProjects• Capturing information – New problem/resolution scenarios must be captured as soon as they occur to cut resolution time on repeat issues• Adoption – Employees must check the KB every time and contribute every new problem• Maintenance – Dedicated staff for content maintenance – Identifying stale and duplicate content – Rewriting articles titles to clarify content – Updating content with new releases
  9. 9. Revenue Generation: MobileEnablement Driving Onsite Sales• TSIA data shows onsite upsell/cross- sell effective nearly 100% of the time• Biggest barriers to revenue generation: – Lack of soft skills and offer management training • Linking offers to KB articles promotes use and keeps offers in context – Inability to ‘close the deal’ onsite • Mobile offers signature capture, wireless printing, credit card swipe• Consumer leading the way, B2B slowly following
  10. 10. TSIA 2012 Services TechnologySurvey• 7th annual survey tracking adoption, satisfaction and planned spending across 24 categories of technology and services – Includes CRM, incident management, intelligent search, knowledge management, web collaboration, and more – Survey targets all service disciplines: support, field service, professional services, education services – For the first time, the 2012 survey includes APAC and EMEA• Link: https://survey.vovici.com/se.ashx?s=7E212C5912872E80• Everyone who completes the survey will receive a copy of the resulting research via email in May
  11. 11. Customer Service at Canon USA Director of Technical Support & Technology Systems Imaging Systems Division Canon USA Exceeding service Highly competent Effective information level benchmarks andtechnical specialists technology systems productivity metrics Moxie Confidential 11
  12. 12. Canon National Coverage Model Moxie Confidential 12
  13. 13. Ecosystem Shift Product Complexity Product Profit Moxie Confidential 13
  14. 14. Landscape Renewal Complexity Time Moxie Confidential 14
  15. 15. Sponsored byToday’s Presenters: John Ragsdale Brian Wrage VP, Technology Research Director, Technical Support & TSIA Technology Systems Canon USA 15
  16. 16. Sponsored byThank you for attending.Questions? Please ask!