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A Roadmap to Customer Service Transformation

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Find out how NICE Systems modernized the customer service experience for 25,000 global clients.

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A Roadmap to Customer Service Transformation

  1. 1. ROADMAP FOR CUSTOMER SERVICE TRANSFORMATION How NICE Modernized Customer Service for its 25,000 Global Clients
  2. 2. © 2016 ServiceNow All Rights Reserved 2Confidential Despite Significant Investments, Customer Service Is Still Broken of companies say they deliver superior customer service of people think these same companies deliver customer service worthy of a superior rating 80% 8% Forrester Research YET
  3. 3. © 2016 ServiceNow All Rights Reserved 3Confidential Existing Customer Service Solutions Are Broken Service Management ApproachCRM Approach ? Engage ? Fix Diagnose Engage
  4. 4. © 2016 ServiceNow All Rights Reserved 4Confidential Customer Service Landscape: What’s Changed? Install Base (CMDB) Root Cause (Problem) Engineering Operations Other Departments Field Services Engage FixDiagnose Customer CRM Approach (e.g., Salesforce, Oracle, SAP, Zendesk) Case Self Service (Service Catalog)
  5. 5. © 2016 ServiceNow All Rights Reserved 5Confidential Traditional Solutions Introducing ServiceNow Customer Service Management Taking customer service beyond CRM Device Connectivity Event Management Problem (RCA) Incident Case Agent Technician Work Order Phone Email Chat Portal Process Knowledge Partner Customer Change Improvement Repair Operations
  6. 6. © 2016 ServiceNow All Rights Reserved 6Confidential Introducing ServiceNow Customer Service Management Connecting people, workflows, and systems to deliver superior customer service Device Connectivity Event Management Problem (RCA) Incident Case Agent Technician Work Order Phone Email Chat Portal Process Knowledge Partner Customer Change Improvement Repair Operations Effortless Connected Proactive
  7. 7. © 2016 ServiceNow All Rights Reserved 7Confidential Customer Service Management from ServiceNow Powering customer service for the digitally connected economy Omni-Channel Engagement Service Management Infrastructure Incident - Problem - Change - SLA - CMDB - Asset - Workflow - Collaboration - Mobile - Analytics - API Customer Service Processes Field Service Work Order Customer Case Account Contact Contract Entitlement ProductPhone Knowledge Catalog Survey Chat Portal Email SMS Publications
  8. 8. © 2016 ServiceNow All Rights Reserved 8Confidential Beyond CRM: Three Strategies For Modernizing Customer Service 1. Eliminate the reasons customers call in the first place 2. Stop simply reacting and anticipate the issues 3. Enlist the whole organization into customer service
  9. 9. © 2016 ServiceNow All Rights Reserved 9Confidential 9 Nice at a Glance >150COUNTRIES ~25,000CUSTOMERS >85%FORTUNE100 1986FOUNDED >35 LOCAL ~1200R&D PROFESSIONALS ~3,500EMPLOYEES CUSTOMERS OFFICES NASDAQ
  10. 10. © 2016 ServiceNow All Rights Reserved 10Confidential 10 Global Customer Support at NICE > 70K Cases Annually 7 Support Sites 24 Days MTTR* ~300 SE >90% CSAT** <1% R&D * 2015 Resolved Cases ** Transactional Survey (top-bottom)
  11. 11. © 2016 ServiceNow All Rights Reserved 11Confidential 11 Customer Support Transformation Principles Processes • Transition from Tier-based to Skill Based Support • Establish Global First Line Support (FLS) 24x7 • Implement Knowledge-Centered Support (KCS) Methodology People • Build professional career model • Reorganize global customer support Tools • Leveraging service management methodology for customer support
  12. 12. © 2016 ServiceNow All Rights Reserved 12Confidential 12 NICE Global Support Processes: From Old to New Recording Support Global First Line Support CSS Support Multi-skilled CTI/Tele-phony IC Loggers/Storage/ Multi-skilled Recording Application Support RTI QM IA PIM & CEA Support NPM ICM CEA WFM Support Multi-skilled Skill Level I Skill Level II Skill Level III Skill Level IV R&D R&D R&D R&D R&D
  13. 13. © 2016 ServiceNow All Rights Reserved 13Confidential 13 NICE Global Support People: Career Model
  14. 14. © 2016 ServiceNow All Rights Reserved 14Confidential 14 Transformation Journey New and Improved Case Management • Intuitive Process • Enhanced UX Collaborative Support • KCS • Social Customer Empowerment • Service Portal • Reports • Case Deflection Automation & Efficiencies • System Consolidation • Case Routing • Event Management
  15. 15. © 2016 ServiceNow All Rights Reserved 15Confidential 15 10 Steps to Deliver Superior Customer Service Case Management Service Portfolio and Configuration Service Level Management (SLM) Knowledge Management4 Customers and Contacts Social KPIs and Reporting 1 2 3 5 6 7 Event Management8 Service Portal9 Service Catalog and Request Fulfillment10
  16. 16. © 2016 ServiceNow All Rights Reserved 16Confidential 16 Instance INSTANCE The new solution Identifier Customer | Solution | Version | Location License information UP/SP Agent amount Integration Remote connection details LOV Site phase Hosted Additional Instance Attributes Service Offering Time To Initial Response On Site Support Time To Resolution Coverage
  17. 17. © 2016 ServiceNow All Rights Reserved 17Confidential 17 Flexibly Manage Customer Relationships Some Co Service Provider Some Co2 Caller Company NULL Customer Type: Direct Business Partner Served By: Relationship Type: Business Partner
  18. 18. © 2016 ServiceNow All Rights Reserved 18Confidential 18 Instance in ServiceNow
  19. 19. © 2016 ServiceNow All Rights Reserved 19Confidential 19 Customer Information in ServiceNow
  20. 20. © 2016 ServiceNow All Rights Reserved 20Confidential 20 New Case Ownership Model VISION: Minimize escalation and reassignment CONCEPT: Identify all skills and skill levels required to solve a case during case creation and assign the case appropriately IMPLICATIONS: 1. Minimize basic task management 2. Skills and skill levels are managed in the system for each support engineer 3. Case ownership moves between engineers via reassignment if different skills are needed
  21. 21. © 2016 ServiceNow All Rights Reserved 21Confidential 21 Smart, Efficient Case Routing -1- Case Creation -2- Case Handling -3- Resolution and Closure Owner is assigned based on availability and skills Case Creation through Portal or FLS Case is categorized with priority, skill level, and functionality Global FLS adds information to the case. Cases are reassigned as needed using smart routing Routed to Global FLS (Opened Via Portal)
  22. 22. © 2016 ServiceNow All Rights Reserved 22Confidential 22 Re-assignment using ServiceNow
  23. 23. © 2016 ServiceNow All Rights Reserved 23Confidential 23 Customer Portal CUSTOMER PORTAL Designed for self-service and case deflection Knowledge articles display integrated with case creation • Self registration and user management • Case creation and management • Service request creation • Reports access
  24. 24. © 2016 ServiceNow All Rights Reserved 24Confidential 24 Customer Portal Home
  25. 25. © 2016 ServiceNow All Rights Reserved 25Confidential 25 Self-Service Registration ABC.com ABC.com ABC.com Users of approved domains can self register users@ABC.com Approved super-users act as admin for their customers Portal
  26. 26. © 2016 ServiceNow All Rights Reserved 26Confidential 26 Knowledge-Centered Support KCS Search Knowledge Use Knowledge Rate Knowledge Faster Case Resolution Fewer Support Requests from customers
  27. 27. © 2016 ServiceNow All Rights Reserved 27Confidential 27 KCS-Case Management Integration -1-Case Creation • Auto-search based on solution, version, description • Retrieval based on relevance and rating -2-Case Handling • RATE RATE RATE!!! • Rating articles greatly enhances the effectiveness of search results -3-Resolution and Closure • Integrated article creation to case resolution • Case information is automatically inserted into article • Enhance articles using knowledge articles creation guidelines to increase relevant retrieval
  28. 28. © 2016 ServiceNow All Rights Reserved 28Confidential 28 Why Change Management? Working effectively according to new processes Working confidently within the new system Working according to known processes Working confidently within a known system Resist the change Opportunity Practice Before After Change management Embrace the change Motivations RIGHT ON DAY 1 ! Transparency
  29. 29. © 2016 ServiceNow All Rights Reserved 29Confidential Project Timeline FebJan Mar Apr May April 30th Go live! Training 1 – Webinar February 22nd New Support Best Practices What has changed? Introducing Wiser - Webinar What’s ahead UAT - March 07th Selected users from all centers testing use-case scenarios Training 2 – April 01th Exercise-based system exploration Guided work on actual system Awareness Campaign
  30. 30. © 2016 ServiceNow All Rights Reserved 30Confidential Skill-based Support Vs. Tier-based Support Enable preventive maintenance using Knowledge-Centered Support Lead the Change Management Track of your Business Transformation Project 1 2 3 Top Takeaways
  31. 31. © 2016 ServiceNow All Rights Reserved 31Confidential Listen to the Webinar Learn More About ServiceNow Customer Service Management http://www.servicenow.com/csm

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