Global Customer Services

                    CALA Regional Meeting
                    Puerto Vallarta, Mexico


  Orland...
Agenda

 •    Our Priorities
 •    Our Business Rules
 •    Strategy and Objectives
 •    Restructuring the organization
 ...
OUR PRIORITIES




            Share Holders   Customers      Employees



omoreno@hotmail.com         408.656.2498       ...
OUR BUSINESS RULES


      Rule #1
              The customer is always right


      Rule #2
              If the custome...
Services Strategy
                             and
                       Key Objectives




omoreno@hotmail.com          ...
6 Key Focus Areas

     •    Strategy and plans
     •    People
     •    Tools and systems
     •    Training
     •    ...
Global Customer Services Objectives
•   Become a “Customer Centric” organization
•   Establish a baseline for each Client ...
Global Customer Services Objectives

  •   Develop and implement a formal escalation process
  •   Establish a “forward lo...
CEM CUSTOMER SERVICES
                     STRUCTURE




            Implementation   Remote          On-site
            ...
Organization Structure - Line Groups


 = Customer Touch Points




                  Professional   Customer       Busine...
Organization Structure - Support Groups


  = Support for the
    Line Functions

                      Professional      ...
CEM Global Customer Services


       • 167 - People Globally
          – 53 Professional Services
          – 62 Customer...
Globe Split into 3
“Regions of Operation”

                         A
                         m            E   A
        ...
Organization
                      Re-structuring
                            &
                          Charts




omore...
Major Initiatives By Department




omoreno@hotmail.com   408.656.2498       15
Professional Services - Line Group

• Assume responsibility of all implementation/installation activities
• Establish regi...
Professional Services - Line Group

   Lab Testing
                          •    Menu approach
       Staging
           ...
Customer Support Center - Line Group

• Assume responsibly for all remote support activities
• Establish uniform Customer ...
Customer Support Centers
                                                Management
     WEB
                             ...
1400

1200

1000

 800
 600

 400

 200

    0
               1999/4               2000/1              2000/2            2...
Average Case Cycle Time (Open to Close)

    35

    30

    25

    20

    15

    10

      5

      0
                ...
Business Services Group - Line Group

 •    Consolidate groups which deliver non-remote support under
      one management...
Global Customer Care - Support Group

•     Function as the Customer Relations and Loyalty Specialist
       – Customer ad...
NICE Training - Support Group
•   Open our Training Centers so that any dealer, can attend any
    course, offered in any ...
Number of Students Trained by Quarter

           Totals for all technical courses
                                       ...
Service Operations, Global Customers - Support Group

•     Establish a “dedicated services team” focused on planning, del...
Global Quality and Infrastructure - Support Group

•     Support the implementation of remote monitoring, diagnostic and
 ...
Global Service Planning - Support Group
• Will serve as our “forward looking”, “forward planning” group
• 4 primary areas ...
Questions?


    Orlando Moreno
    omoreno@hotmail.com
    408.656.2498


omoreno@hotmail.com       408.656.2498   29
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Transcript of "Cala Global Customer Services"

  1. 1. Global Customer Services CALA Regional Meeting Puerto Vallarta, Mexico Orlando Moreno omoreno@hotmail.com 408.656.2498 1
  2. 2. Agenda • Our Priorities • Our Business Rules • Strategy and Objectives • Restructuring the organization • Major Initiatives by Department • Contact Names and Numbers • Questions omoreno@hotmail.com 408.656.2498 2
  3. 3. OUR PRIORITIES Share Holders Customers Employees omoreno@hotmail.com 408.656.2498 3
  4. 4. OUR BUSINESS RULES Rule #1 The customer is always right Rule #2 If the customer is ever wrong, reread Rule #1 omoreno@hotmail.com 408.656.2498 4
  5. 5. Services Strategy and Key Objectives omoreno@hotmail.com 408.656.2498 5
  6. 6. 6 Key Focus Areas • Strategy and plans • People • Tools and systems • Training • Process • Measurements omoreno@hotmail.com 408.656.2498 6
  7. 7. Global Customer Services Objectives • Become a “Customer Centric” organization • Establish a baseline for each Client Services function & group • Understand who our customers are and what are their expectations • Structure and organize Client Services to meet customer expectations now and in the future. • Clearly define the roles & responsibilities for each department • Support those things we do well and change those that we don’t • Establish a way to measure our business and manage by facts omoreno@hotmail.com 408.656.2498 7
  8. 8. Global Customer Services Objectives • Develop and implement a formal escalation process • Establish a “forward looking”, service planning group and process • Establish a department responsible for “productizing” our service offerings and driving service revenues • Enhance our training content, capacity and delivery methods • Improve our responsiveness to our customers • Think, plan and implement globally in everything we do • Communicate, communicate, communicate ……….. omoreno@hotmail.com 408.656.2498 8
  9. 9. CEM CUSTOMER SERVICES STRUCTURE Implementation Remote On-site Support Support Support omoreno@hotmail.com 408.656.2498 9
  10. 10. Organization Structure - Line Groups = Customer Touch Points Professional Customer Business Services Support Services Groups Centers Groups omoreno@hotmail.com 408.656.2498 10
  11. 11. Organization Structure - Support Groups = Support for the Line Functions Professional Customer Business Services Support Services Groups Centers Groups Service Operations, Global Accounts Customer Care, Service Planning, Training, QA & Infrastructure omoreno@hotmail.com 408.656.2498 11
  12. 12. CEM Global Customer Services • 167 - People Globally – 53 Professional Services – 62 Customer Support Centers – 11 Regional Support Engineering – 25 Training & Consulting Services – 16 Staff Support of Line Departments omoreno@hotmail.com 408.656.2498 12
  13. 13. Globe Split into 3 “Regions of Operation” A m E A e r M P i E A c A C a s omoreno@hotmail.com 408.656.2498 13
  14. 14. Organization Re-structuring & Charts omoreno@hotmail.com 408.656.2498 14
  15. 15. Major Initiatives By Department omoreno@hotmail.com 408.656.2498 15
  16. 16. Professional Services - Line Group • Assume responsibility of all implementation/installation activities • Establish regionally located Professional Services groups • Develop and implement a formal “statement of work” for each customer project and installation • Develop and implement a formal hand-off process from Pre-Sales to Professional Services to Customer Support and Regional Support • Develop a “menu approach” for Professional Services activities omoreno@hotmail.com 408.656.2498 16
  17. 17. Professional Services - Line Group Lab Testing • Menu approach Staging • Modular pricing Applications Eng Partners/ Installation Installation Dealers Upgrade PM New System Project Management Service Bureau - Field requests - Price activities - Schedule work Customers - Coordinate activities omoreno@hotmail.com 408.656.2498 17
  18. 18. Customer Support Center - Line Group • Assume responsibly for all remote support activities • Establish uniform Customer Support Centers (CSC) and processes • Staff the Centers appropriately • Staff our Customer Support Centers to accommodate 13 hour days per center and “follow the sun” support • Plan and implement enhanced remote support capabilities – Real time customer/dealer case status access via Vantive – Implement UNICENTER capability – Web accessible search for FAQ’s • Establish a formal “Level 3” Support function • Establish and implement a “Support Entitlement” process omoreno@hotmail.com 408.656.2498 18
  19. 19. Customer Support Centers Management WEB Level 3 R&D Escalation & Reporting 1- 800 - #’s Integration and Systems Entitle via Vantive Experts Sales/ FAX Level 2 Marketing Product Specialist (LSG) Ops/ Dealer Field Technicians & Manuf. Product Generalist (Front Engineers Desk) Regional Direct Level 1 Engineers End User Customers (Israel & select US Customer Help Desk customers) Serv. Planning omoreno@hotmail.com 408.656.2498 19
  20. 20. 1400 1200 1000 800 600 400 200 0 1999/4 2000/1 2000/2 2000/3 CSC - Vancouver CSC - Ra'anana omoreno@hotmail.com 408.656.2498 20
  21. 21. Average Case Cycle Time (Open to Close) 35 30 25 20 15 10 5 0 2000/07 2000/08 2000/09 CSC - Vancouver CSC - Ra'anana omoreno@hotmail.com 408.656.2498 21
  22. 22. Business Services Group - Line Group • Consolidate groups which deliver non-remote support under one management structure • Establish regionally located and regionally focused Business Services Groups – Regional Support Engineers – Regional User Trainers – Regional Applications Trainers – Regional Consulting Services • Own and drive the delivery of support revenues – Develop and implement formal service products and offerings – Establishment of service contracts, with standardized pricing and formal service level agreements omoreno@hotmail.com 408.656.2498 22
  23. 23. Global Customer Care - Support Group • Function as the Customer Relations and Loyalty Specialist – Customer advocate within NICE – NICE advocate within the customer • Manage and expand the Post Installation Customer Survey • Develop and manage a Customer Satisfaction Survey of our entire installed base (25% each quarter) • Plan and implement a “Focus Account” review process • Expand our Customer Reference Management program for our partners and dealers to include the APAC and EMEA regions omoreno@hotmail.com 408.656.2498 23
  24. 24. NICE Training - Support Group • Open our Training Centers so that any dealer, can attend any course, offered in any Center, worldwide • Focus our training strategy and plans on several specific areas: – Expand our training capabilities – Focus on teaching people how to do their job – Promote the use of advanced delivery vehicles (ie: WEB based training, CBT, self paced, etc.) – Bring training to dealer and customer locations, when feasible and responsible. – Elevate our training positions as career path opportunities for many of our best and brightest technical and managerial people. – Establish user training and train the trainer programs in all regions omoreno@hotmail.com 408.656.2498 24
  25. 25. Number of Students Trained by Quarter Totals for all technical courses 134 140 122 120 87 100 76 80 1998 68 56 57 1999 60 43 2000 40 20 0 1st Qtr 2nd Qtr 3rd Qtr 4th Qtr omoreno@hotmail.com 408.656.2498 25
  26. 26. Service Operations, Global Customers - Support Group • Establish a “dedicated services team” focused on planning, delivering and measuring all service related activities for named GAP customers – One NICE person, one contact for all services related activities – One person for all project management activities – One person for all installation activities • Duties will enhance the current Global Account Team activities • Function as services advocate within NICE and our dealers for the Global Customer • Work with the customer to establish clear understanding of the service expectations and requirements • Actively manage the service and technical capabilities of our dealers • Develop and implement service improvement programs with our dealers omoreno@hotmail.com 408.656.2498 26
  27. 27. Global Quality and Infrastructure - Support Group • Support the implementation of remote monitoring, diagnostic and management capabilities of Unicenter and other advanced capability systems • Plan and implement the full remote capabilities of the Vantive system worldwide: – Remote terminals – Real time customer case status – Web accessible search for FAQ’s – Etc., etc., etc. • Plan, implement and manage the reporting processes and systems for our Global Client Services organization • Establish and manage the the quality measurement processes for our Global Client Services organization omoreno@hotmail.com 408.656.2498 27
  28. 28. Global Service Planning - Support Group • Will serve as our “forward looking”, “forward planning” group • 4 primary areas of responsibility: – Establish the serviceability requirements of each new product to be placed into the market – Analyze service costs and trends – Develop and implement service improvement programs – Function as the focal point for the development of new product trial plans. The focus area is all the non-product stuff. • Develop, implement and maintain a formal escalation process – Standard across the organization – Technical and management escalations – Time and priority based • Work with Operations to identify the key failure parts and returns from the field/customers omoreno@hotmail.com 408.656.2498 28
  29. 29. Questions? Orlando Moreno omoreno@hotmail.com 408.656.2498 omoreno@hotmail.com 408.656.2498 29

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