Service Cloud Using Knowledge Centered Support (KCS) with Salesforce Knowledge

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Service Cloud: Using Knowledge-Centered Support (KCS) with Salesforce Knowledge …

Service Cloud: Using Knowledge-Centered Support (KCS) with Salesforce Knowledge
Customers want answers to their problems, on the phone, online, and in social media. Knowledge-Centered Support methodology is critical for delivering on this promise. Join us to learn how this methodology lets you harness information that lives within your organization, your customer, and partner community. See how our customers use KCS with the Service Cloud to dramatically increase customer satisfaction and agent productivity, all while reducing support costs.

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  • 1. Service Cloud: Using Knowledge-CenteredSupport (KCS) with Salesforce Knowledge Greg Oxton, Consortium of Service innovation, Executive Director Catherine Gabrieli, PTC, Senior Manager, Support Operation
  • 2. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward- looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non- salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2012. This documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  • 3. Francois LopitauxDirector, product management@flopitauxwww.linkedin.com/in/flopitaux
  • 4. Knowledge management:more than just tools
  • 5. Salesforce Knowledge is KCS verified !
  • 6. Greg OxtonConsortium of Service InnovationExecutive Director@gregoxton
  • 7. Knowledge-Centered Support… It’s a journey not a destination
  • 8. Knowledge – What is it? What is the definition of knowledge? Knowledge is information upon which we can act…
  • 9. Characteristics of Knowledge In thinking about our own knowledge… in our brains; How do we gain knowledge?   We learn through interaction and experience How confident are we in what we know? Do we have perfect knowledge about anything?   We never stop learning, we will never have 100% complete and accurate knowledge about anything How do we gain confidence in our knowledge?   Through use and experience, our knowledge is not reviewed by “experts” And yet, in spite of these dynamics and ambiguity our knowledge is extremely valuable
  • 10. Body Parts? Jot down all the body parts you can think of that are spelled with three letters… “PG rated”
  • 11. Exercise
  • 12. 3 Letter Body Parts – 19! Arm Lid (eye) Leg What about? Cap (knee) Foot Eye Pit (arm, knee) Knee Ear Rib Heel Hip Gut Tooth Lip Rod (eye) Gum Sac (shoulder) Jaw Fat Toe Bud (taste) Bum (UK only)
  • 13. KCS is a Risk Management System Can we create a knowledge base… That capitalizes on our collective experience and interactions… And minimizes the risk, knowing knowledge is:   Not 100% accurate   Not complete   Not static; it is constantly changing   Validated through use And does not add minutes to resolution time!
  • 14. Yes We Can!KCS is a methodology (not a technology).A set of principles, practices and processes that focuses on knowledge as a key asset of supportIt aligns with the dynamics and ambiguity of knowledgeKCS seeks to:   Create JIT content as a by-product of solving problems   Evolve content based on demand and usage   Develop a KB of our collective experience to-date   Reward learning, collaboration, sharing and improving KCS is most valuable in moderate to complex environments (> 5 min resolution times)
  • 15. KCS Practices Solve Leadership & Capture Communication Performance Structure Assessment Process Reuse Integration Knowledge ArticleEvolve Content Improve Health
  • 16. KCS Benefits Operational Efficiency   Increased efficiency in solving problems •  Overall 30% to 60% improved time to resolve •  Increased support capacity 20%-100%   Improved time to proficiency – months to weeks Efficient and timely content to enable self-service Increase in Support Analyst job satisfaction   Less redundant work   More confidence across broader set of products Better products through root cause analysis
  • 17. Improve Customer Experience/Loyalty ANDChange the Ratio of Support Cost to Revenue e R evenu Total $ Su pport Co sts ted Additional Projec Profit Actual Support Costs Time
  • 18. So…What’s Different KCS is first and foremost about people   Process and technology are enablers The premise – the best people to create and maintain knowledge are the people who use it everyday   KCS integrates knowledge management into incident resolution   Context is as important as content   The best time to capture/modify knowledge is in the moment of discovery/use KCS Articles; a new kind of content, JIT and sufficient to solve Double loop processes – non-linear thinking based on complex adaptive systems (not a manufacturing/production line model) Measurement – assessing the creation of value (not activity)
  • 19. KCS is not something we do in addition to solvingcustomer issues…KCS becomes the way we solve customer issues…
  • 20. The Consortium for Service Innovation www.serviceinnovation.org Greg Oxton goxton@serviceinnovation.org +1.650.596.0772
  • 21. Catherine GabrieliPTCSenior Manager, Support Operation
  • 22. All About PTC Technology solutions that transform the way you create and service products 6,000 Employees $M 1,170 Revenue 27,000+ customers Main Products : Creo, Windchill Solutions SFDC total licenses : 2100+ SFDC knowledge licenses : 525
  • 23. Mission Critical Technical Support  Convenient Online Self Help Tools &   500 TS employees in 12+ locations Knowledge Subscriptions   Global ISO 9001:2008  7 x 24 Access to Certified Technical Quality Standards Support Engineers  Multi-Language Support Waterloo, Can Fleet Blaine, MN Sindelfingen Tokyo 80% of customers rate their Ann Arbor, MI Aix Munich PTC Technical Support Needham, MA Rabat Shanghai experience 4 or 5 on a scale Pune of 1 to 5 © 2008 PTC
  • 24. Why KCS ? •  Customer demand shifted from assisted service to self-service in the late 2000 •  Emerging markets demand for globalized content“How to share what we know, as quickly we can, with as many aspossible”  KCS is an industry standard which enables : * Assisted Support quality * Self Service Success * Sustained capacity
  • 25. KCS Implementation Project : the investment •  Worldwide team empowered Jan-2011 Wave 1 25 •  25 users identified for wave 1 •  5 user committees driving best practices •  Management Focus during two years Wave 2 Sep-2011 100 •  5 managers, 1 Director in the project team Wave 3 Jan-2012 •  300 engineers in three waves + their managers 175 •  1 coach for 8 agents •  Worked closely with Salesforce on knowledge platform
  • 26. Capture Knowledge: Optimized Flow
  • 27. Flag Articles •  Use chatter to flag articles •  Customization create object “Article feedback” from chatter comment
  • 28. KCS Benefits Investment : ~ 10% of our workforce   Time to create & update articles   Coaching   KCS council   Knowledge manager Benefits   Time To Resolution on reused articles – decreased by 40%   Customer success on the web – Increased by 30% compared to baseline and still growing
  • 29. Lessons Learned & Next Steps   Lessons learned   Adoption required continuous efforts during 2 years   Performance monitoring is key (SQI, participation)   Coming Next :   KCS council (just started)   Knowledge domain experts processes   Improvements of the web site & search tool   Improvements of the knowledge base with ownership of articles
  • 30. Francois LopitauxDirector, product management@flopitauxwww.linkedin.com/in/flopitaux
  • 31. More About Salesforce KnowledgeTonight, Knowledge Happy Hour ; http://bit.ly/OXluaJ•  Wednesday: •  12:30am – 1:30pm: Service Cloud: Service Transformation Through Knowledge-powered Self-Service •  1:30pm – 2:30: Service Cloud Roadmap•  Thursday: •  9 am-10 am: Service Cloud: Delivering Consistency Across Channels with Salesforce Knowledge •  9:15am – 9:45am: Best Practice in Salesforce Knowledge Management
  • 32. Greg Oxton Catherine Gabrieli Francois LopitauxConsortium for Service Innovation PTC salesforce.com Executive Director Senior Manager, Support Ops Director, Product management @gregoxton @flopitaux
  • 33. Visit the"Live Call Center