Cala Global Customer Services


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CALA Regional Meeting Puerto Vallarta, Mexico
Retreat to support Sales and Marketing

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Cala Global Customer Services

  1. 1. CALA Regional Meeting Puerto Vallarta, Mexico Orlando Moreno [email_address] 408.656.2498 Global Customer Services
  2. 2. <ul><li>Our Priorities </li></ul><ul><li>Our Business Rules </li></ul><ul><li>Strategy and Objectives </li></ul><ul><li>Restructuring the organization </li></ul><ul><li>Major Initiatives by Department </li></ul><ul><li>Contact Names and Numbers </li></ul><ul><li>Questions </li></ul>Agenda [email_address] 408.656.2498
  3. 3. OUR PRIORITIES Customers Share Holders Employees NICE SYSTEMS [email_address] 408.656.2498
  4. 4. OUR BUSINESS RULES <ul><li>Rule #1 </li></ul><ul><ul><li>The customer is always right </li></ul></ul><ul><li>Rule #2 </li></ul><ul><ul><li>If the customer is ever wrong, reread </li></ul></ul><ul><ul><li>Rule #1 </li></ul></ul>[email_address] 408.656.2498
  5. 5. Services Strategy and Key Objectives [email_address] 408.656.2498
  6. 6. 6 Key Focus Areas <ul><li>Strategy and plans </li></ul><ul><li>People </li></ul><ul><li>Tools and systems </li></ul><ul><li>Training </li></ul><ul><li>Process </li></ul><ul><li>Measurements </li></ul>[email_address] 408.656.2498
  7. 7. Global Customer Services Objectives <ul><li>Become a “Customer Centric” organization </li></ul><ul><li>Establish a baseline for each Client Services function & group </li></ul><ul><li>Understand who our customers are and what are their expectations </li></ul><ul><li>Structure and organize Client Services to meet customer expectations now and in the future. </li></ul><ul><li>Clearly define the roles & responsibilities for each department </li></ul><ul><li>Support those things we do well and change those that we don’t </li></ul><ul><li>Establish a way to measure our business and manage by facts </li></ul>[email_address] 408.656.2498
  8. 8. Global Customer Services Objectives <ul><li>Develop and implement a formal escalation process </li></ul><ul><li>Establish a “forward looking”, service planning group and process </li></ul><ul><li>Establish a department responsible for “productizing” our service offerings and driving service revenues </li></ul><ul><li>Enhance our training content, capacity and delivery methods </li></ul><ul><li>Improve our responsiveness to our customers </li></ul><ul><li>Think, plan and implement globally in everything we do </li></ul><ul><li>Communicate, communicate, communicate ……….. </li></ul>[email_address] 408.656.2498
  9. 9. CEM CUSTOMER SERVICES STRUCTURE Customers On-site Support Remote Support Implementation Support [email_address] 408.656.2498
  10. 10. Organization Structure - Line Groups Customers Customer Support Centers = Customer Touch Points Professional Services Groups Business Services Groups [email_address] 408.656.2498
  11. 11. Organization Structure - Support Groups Customers Customer Care, Service Planning, Training, QA & Infrastructure = Support for the Line Functions Professional Services Groups Customer Support Centers Business Services Groups Service Operations, Global Accounts [email_address] 408.656.2498
  12. 12. CEM Global Customer Services <ul><li>167 - People Globally </li></ul><ul><ul><li>53 Professional Services </li></ul></ul><ul><ul><li>62 Customer Support Centers </li></ul></ul><ul><ul><li>11 Regional Support Engineering </li></ul></ul><ul><ul><li>25 Training & Consulting Services </li></ul></ul><ul><ul><li>16 Staff Support of Line Departments </li></ul></ul>[email_address] 408.656.2498
  13. 13. A m e r i c a s E M E A A P A C Globe Split into 3 “ Regions of Operation” [email_address] 408.656.2498
  14. 14. Organization Re-structuring & Charts [email_address] 408.656.2498
  15. 15. Major Initiatives By Department [email_address] 408.656.2498
  16. 16. Professional Services - Line Group <ul><li>Assume responsibility of all implementation/installation activities </li></ul><ul><li>Establish regionally located Professional Services groups </li></ul><ul><li>Develop and implement a formal “statement of work” for each customer project and installation </li></ul><ul><li>Develop and implement a formal hand-off process from Pre-Sales to Professional Services to Customer Support and Regional Support </li></ul><ul><li>Develop a “menu approach” for Professional Services activities </li></ul>[email_address] 408.656.2498
  17. 17. Professional Services - Line Group <ul><li>Menu approach </li></ul><ul><li>Modular pricing </li></ul>Installation Staging Applications Eng Lab Testing Upgrade PM New System Project Management Installation Service Bureau Partners/ Dealers - Field requests - Price activities - Schedule work - Coordinate activities Customers [email_address] 408.656.2498
  18. 18. Customer Support Center - Line Group <ul><li>Assume responsibly for all remote support activities </li></ul><ul><li>Establish uniform Customer Support Centers (CSC) and processes </li></ul><ul><li>Staff the Centers appropriately </li></ul><ul><li>Staff our Customer Support Centers to accommodate 13 hour days per center and “follow the sun” support </li></ul><ul><li>Plan and implement enhanced remote support capabilities </li></ul><ul><ul><li>Real time customer/dealer case status access via Vantive </li></ul></ul><ul><ul><li>Implement U NICE NTER capability </li></ul></ul><ul><ul><li>Web accessible search for FAQ’s </li></ul></ul><ul><li>Establish a formal “Level 3” Support function </li></ul><ul><li>Establish and implement a “Support Entitlement” process </li></ul>[email_address] 408.656.2498
  19. 19. M a n a g e m e n t Level 3 Level 2 Level 1 Direct End User Customers (Israel & select US customers) Dealer Field Technicians & Engineers Product Specialist (LSG) Product Generalist (Front Desk) Customer Help Desk C ustomer S upport C enters Integration and Systems Experts Sales/ Marketing Ops/ Manuf. Regional Engineers Serv. Planning R&D 1- 800 - #’s FAX WEB [email_address] 408.656.2498 Escalation & Reporting Entitle via Vantive
  20. 20. Total Cases Q4/1999 – Q3/2000 [email_address] 408.656.2498
  21. 21. Average Case Cycle Time (Open to Close) [email_address] 408.656.2498
  22. 22. Business Services Group - Line Group <ul><li>Consolidate groups which deliver non-remote support under one management structure </li></ul><ul><li>Establish regionally located and regionally focused Business Services Groups </li></ul><ul><ul><li>Regional Support Engineers </li></ul></ul><ul><ul><li>Regional User Trainers </li></ul></ul><ul><ul><li>Regional Applications Trainers </li></ul></ul><ul><ul><li>Regional Consulting Services </li></ul></ul><ul><li>Own and drive the delivery of support revenues </li></ul><ul><ul><li>Develop and implement formal service products and offerings </li></ul></ul><ul><ul><li>Establishment of service contracts , with standardized pricing and formal service level agreements </li></ul></ul>[email_address] 408.656.2498
  23. 23. Global Customer Care - Support Group <ul><li>Function as the Customer Relations and Loyalty Specialist </li></ul><ul><ul><li>Customer advocate within NICE </li></ul></ul><ul><ul><li>NICE advocate within the customer </li></ul></ul><ul><li>Manage and expand the Post Installation Customer Survey </li></ul><ul><li>Develop and manage a Customer Satisfaction Survey of our entire installed base (25% each quarter) </li></ul><ul><li>Plan and implement a “Focus Account” review process </li></ul><ul><li>Expand our Customer Reference Management program for our partners and dealers to include the APAC and EMEA regions </li></ul>[email_address] 408.656.2498
  24. 24. NICE Training - Support Group <ul><li>Open our Training Centers so that any dealer, can attend any course, offered in any Center, worldwide </li></ul><ul><li>Focus our training strategy and plans on several specific areas: </li></ul><ul><ul><li>Expand our training capabilities </li></ul></ul><ul><ul><li>Focus on teaching people how to do their job </li></ul></ul><ul><ul><li>Promote the use of advanced delivery vehicles (ie: WEB based training, CBT, self paced, etc.) </li></ul></ul><ul><ul><li>Bring training to dealer and customer locations, when feasible and responsible. </li></ul></ul><ul><ul><li>Elevate our training positions as career path opportunities for many of our best and brightest technical and managerial people. </li></ul></ul><ul><ul><li>Establish user training and train the trainer programs in all regions </li></ul></ul>[email_address] 408.656.2498
  25. 25. Number of Students Trained by Quarter Totals for all technical courses [email_address] 408.656.2498 56 87 68 122 57 134 43 76 0 20 40 60 80 100 120 140 1st Qtr 2nd Qtr 3rd Qtr 4th Qtr 1998 1999 2000
  26. 26. Service Operations, Global Customers - Support Group <ul><li>Establish a “ dedicated services team” focused on planning, delivering and measuring all service related activities for named GAP customers </li></ul><ul><ul><li>One NICE person, one contact for all services related activities </li></ul></ul><ul><ul><li>One person for all project management activities </li></ul></ul><ul><ul><li>One person for all installation activities </li></ul></ul><ul><li>Duties will enhance the current Global Account Team activities </li></ul><ul><li>Function as services advocate within NICE and our dealers for the Global Customer </li></ul><ul><li>Work with the customer to establish clear understanding of the service expectations and requirements </li></ul><ul><li>Actively manage the service and technical capabilities of our dealers </li></ul><ul><li>Develop and implement service improvement programs with our dealers </li></ul>[email_address] 408.656.2498
  27. 27. Global Quality and Infrastructure - Support Group <ul><li>Support the implementation of remote monitoring, diagnostic and management capabilities of Unicenter and other advanced capability systems </li></ul><ul><li>Plan and implement the full remote capabilities of the Vantive system worldwide: </li></ul><ul><ul><li>Remote terminals </li></ul></ul><ul><ul><li>Real time customer case status </li></ul></ul><ul><ul><li>Web accessible search for FAQ’s </li></ul></ul><ul><ul><li>Etc., etc., etc. </li></ul></ul><ul><li>Plan, implement and manage the reporting processes and systems for our Global Client Services organization </li></ul><ul><li>Establish and manage the the quality measurement processes for our Global Client Services organization </li></ul>[email_address] 408.656.2498
  28. 28. Global Service Planning - Support Group <ul><li>Will serve as our “forward looking”, “forward planning” group </li></ul><ul><li>4 primary areas of responsibility: </li></ul><ul><ul><li>Establish the serviceability requirements of each new product to be placed into the market </li></ul></ul><ul><ul><li>Analyze service costs and trends </li></ul></ul><ul><ul><li>Develop and implement service improvement programs </li></ul></ul><ul><ul><li>Function as the focal point for the development of new product trial plans . The focus area is all the non-product stuff. </li></ul></ul><ul><li>Develop, implement and maintain a formal escalation process </li></ul><ul><ul><li>Standard across the organization </li></ul></ul><ul><ul><li>Technical and management escalations </li></ul></ul><ul><ul><li>Time and priority based </li></ul></ul><ul><li>Work with Operations to identify the key failure parts and returns from the field/customers </li></ul>[email_address] 408.656.2498
  29. 29. Questions? [email_address] 408.656.2498 Orlando Moreno [email_address] 408.656.2498