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TSIA Webinar: Canon's Best Practices for Field Service
 

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 + ...

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 TSIA Webinar: Canon's Best Practices for Field Service Presentation Transcript

    • 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.
    • Sponsored byToday’s Presenters: John Ragsdale Brian Wrage VP, Technology Research Director, Technical Support & TSIA Technology Systems Canon USA 2
    • Canons Best Practices for Field Service: The New Face of Customer Satisfaction John Ragsdale VP of Technology Research
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • Canon National Coverage Model Moxie Confidential 12
    • Ecosystem Shift Product Complexity Product Profit Moxie Confidential 13
    • Landscape Renewal Complexity Time Moxie Confidential 14
    • Sponsored byToday’s Presenters: John Ragsdale Brian Wrage VP, Technology Research Director, Technical Support & TSIA Technology Systems Canon USA 15
    • Sponsored byThank you for attending.Questions? Please ask!