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Cala Global Customer Services

Cala Global Customer Services



Global Customer Services

Global Customer Services



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    Cala Global Customer Services Cala Global Customer Services Presentation Transcript

    • Global Customer Services CALA Regional Meeting Puerto Vallarta, Mexico Orlando Moreno omoreno@hotmail.com 408.656.2498 1
    • 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
    • OUR PRIORITIES Share Holders Customers Employees omoreno@hotmail.com 408.656.2498 3
    • 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
    • Services Strategy and Key Objectives omoreno@hotmail.com 408.656.2498 5
    • 6 Key Focus Areas • Strategy and plans • People • Tools and systems • Training • Process • Measurements omoreno@hotmail.com 408.656.2498 6
    • 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
    • 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
    • CEM CUSTOMER SERVICES STRUCTURE Implementation Remote On-site Support Support Support omoreno@hotmail.com 408.656.2498 9
    • Organization Structure - Line Groups = Customer Touch Points Professional Customer Business Services Support Services Groups Centers Groups omoreno@hotmail.com 408.656.2498 10
    • 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
    • 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
    • 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
    • Organization Re-structuring & Charts omoreno@hotmail.com 408.656.2498 14
    • Major Initiatives By Department omoreno@hotmail.com 408.656.2498 15
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • Questions? Orlando Moreno omoreno@hotmail.com 408.656.2498 omoreno@hotmail.com 408.656.2498 29