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How to elevate lifes, SEE 2016, Brazil

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Ramon van Leeuwen

Published in: Business
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How to elevate lifes, SEE 2016, Brazil

  1. 1. How to elevated lifes Happy employees makes happy customers
  2. 2. Truth # 1 Customer Experience is the New Rosetta Stone …and we need to translate service delivery
  3. 3. Truth #2 – The way people work, and their expectations, are changing
  4. 4. Ramon van Leeuwen CCO, Evangelist
  5. 5. Our Ambition “We want to be the most relevant service management platform for organizations world-wide, their Managed Service Providers and suppliers”
  6. 6. OF SERVICE DESKS ARE ALREADY PLANNING FOR SHARED SERVICE MANAGEMENT55% “Forrester recognizes TOPdesk as an established ITSM SaaS Vendor, with solid Global SaaS Capabilities.” Customer satisfaction survey 60 implementations per month new $50M+ 600 NPS : 35
  7. 7. Customers
  8. 8. Follow us on the social media To stay up to date with the latest Service Managements trends & TOPdesk news
  9. 9. Key take aways • Happy employees make happy customers • The key in this is related to the service landscape • Building the service landscape is based on three pillars
  10. 10. Happy employees make happy customers Research & Trends
  11. 11. © 2016 Forrester Research, Inc. Reproduction Prohibited 11 Where employees work continues to shift
  12. 12. © 2016 Forrester Research, Inc. Reproduction Prohibited 12 A typical work day for most of us…
  13. 13. © 2016 Forrester Research, Inc. Reproduction Prohibited 13 Workforce enablement helps employees reach flow
  14. 14. © 2016 Forrester Research, Inc. Reproduction Prohibited 14 Q: When you tried to solve your technology problem which of the following did you use? Source: Forrester’s BT Devices & Security Workforce Q1 2015 Q: Generally when you are at work and have technology problems which of the following is the first point of contact to help solve your problem. 1% 2% 42% 56% Other External source Contact company help desk Try to solve problem myself Enable Self-Help 64% 25% 18% 7% 10% Knowledge management IT Service request portal Internal document sharing site (e.g. Sharepoint) IT Service catalog Other
  15. 15. Revenue Impact Of Increasing Customer Experience Index Score By 1 Point Source: Forrester’s Customer Experience Index Online Survey, US Consumers Q1 2015 Annual incremental revenue per customer* *This analysis shows the effect on revenue potential of increasing CX Index scores by one point from the industry average CX score. Curves for individual brands differ from this industry curve. For brands that don’t have a linear relationship between CX and revenue, the revenue effect of improving CX by one point will vary greatly depending on the CX score that serves as the starting point for this analysis. †Number of customers represents number of customers of a big player in the industry based on inputs that include Forrester’s Consumer Technographics®, Forrester’s analysts, and publicly available industry data. ‡Excluding Apple due to the high difference in price points
  16. 16. Market drivers 2016-2020 · Customer Service Excellence Experience · Shift Left · Security & Privacy · Digital Disruption · Shared services · SAAS & Continous Delivery · Internet of Things
  17. 17. Market drivers IT • IT is struggling how to enable their business workforce • Different service management departments need to work together to stay efficient and effective • Complex service management organizations need simplification instead of complex tooling • Most Service Management organizations share the same problems and need the same solutions • Recession drives organizations to review their TCO of current solutions/ ways of working
  18. 18. Home grown •Email and Excel Helpdesks* •Basis Incidents and simple features Service Desk* •ITIL processes •Selfservice •Mobile •External reporting Outside IT ITSM •Full ITSM suite •FO support shell for IT + HR Shared Service Management* •Customer Centric •Shared Enterprise •Multi-tennancy •FO+BO support for all departments •Full ITSM, CAFM and eHRM suite •Integrated reporting •Single point of integration EnduserTechnician CXFocus Business Focus Customer Services Evolution of SM tooling TOPdesk Enterprise BMC Remedy ServiceNow Cherwell IBM Maximo ManageEngine Axios HP SA CA SD VSM Zendesk Jira Sysaid Freshdesk * Also include specifications from preceeding maturity phases Technical
  19. 19. Service Excellence Trends Customer Centric “Are you really Customer Centric?” • SLA or XLA? • Seamless Experience • Empower the customer Service Chain “The End of Possession” • Demand service, not a device • Make the chain transparent • Orchestrate the experience
  20. 20. Costs Average time spend Customer 1e Tier 2e Tier 3e Tier Shift resolving power to the front office Shift resolving power to the 2nd Tier Shift self resolving power to the user via the SSP Optimize use of the Self Service Portal $$$$$$$$$
  21. 21. But most of all
  22. 22. The future proof service provider Managing the service landscape
  23. 23. Customer Satisfaction Succes TOPdesk DNA 6 design principles SSM SIMS&S Better Business Outcomes WFE CSS · Work Force Enablement · Better Business Outcomes · Three pillars of WFE · Design Principals · TOPdesk DNA · Implemenataion Best Practice Implementation Service Landscape
  24. 24. Supporting departments Service landscape Customer Supplier
  25. 25. Service landscape IT & IM Customer Supplier & Systems e-HRMFacilities Informative processes Reactive processes Proactive processes Supportingdepartments
  26. 26. IT & IM Facilities Supportingdepartments Customer Customer Customer Self-service Supplier Systems Supplier Control Contract managementSupplier management Links e-HRM Customer satisfaction Service catalogue SLM Informative processes Reactive processes Proactive processes Informative processes Reactive processes Proactive processes Informative processes Reactive processes Proactive processes
  27. 27. IT & IM Facilities Supportingdepartments Customer Customer Customer Self-service Supplier Systems Supplier Control Contract managementSupplier management Links e-HRM Customer satisfaction Service catalogue SLM
  28. 28. Managing the service landscape 3 pillars of success
  29. 29. Three pillars of WFE SSM SIMS&S Better Business Outcomes WFE CSS · Standard & Simple · Shared Service Management · Service Integration and management Service Landscape
  30. 30. Vision · Standard & Simple We believe the future is in software that is incredibly easy to use and implement. · Shared Service Management We believe the end-user will expect all services to co-operate seamlessly. · Service Chain Integration We believe service delivery isn’t confined to the walls of your organization. · The End of Possession We believe SaaS is the future
  31. 31. SAAS SAAS Supporting departments Service landscape & our 3 pillars Customer Supplier Service Integration and Management Shared Service Management Standard & Simpel
  32. 32. Fundamental different Customer Centric Infra Centric Rooms Assets Infra- structure Locations Major competition vs
  33. 33. Standard & Simple Play or Build
  34. 34. Shared Service Management
  35. 35. IT & IM eHRMFM / RE Supportingdepartments Leverancier Leverancier Leverancier Service Integration Management Service Integration Customer Partners Systems Partners
  36. 36. Better Business Outcomes Through + Wide range of Business Solutions + Replaces 10-15 applicatons on average + One Enterprise Self Selfservice Portal + Single Source of record + One integrated workflow engine + Shared Service across the Enterprise + Single source of integration + SAAS decreases operational costs
  37. 37. TOPdesk 6 Themes
  38. 38. Really impressed by TOPdesk? · Become a TOPdesk Advocate and share your · 5 star review on Gartner-Peer Insights
  39. 39. Key take aways • The 3 Pillars are the fundament of the Service Landscape • Service Landscape lead to happy employees • Happy employees make happy customers
  40. 40. Follow us on the social media To stay up to date with the latest Service Managements trends & TOPdesk news

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