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Drive CX ROI with a Connected Service Experience

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Learn how a connected service experience can give you better CX ROI.

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Drive CX ROI with a Connected Service Experience

  1. 1. How to drive CX ROI with a connected service experience Paul Selby Director Customer Service Mgmt. ServiceNow Landon Cook Director of Customer Service Tennessee Dept. of Human Services Bob Thompson Founder and Editor-in-Chief CustomerThink
  2. 2. 2 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Replace with CustomerThink slides
  3. 3. 3 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. ServiceNow overview
  4. 4. 4 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Challenges in customer’s journey Unable to help themselves Why is my product not working? Search website Call Customer Service
  5. 5. 5 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Challenges in customer’s journey No permanent solutions Unable to help themselves Why is my product not working? Search website Call Customer Service No solution— issued case # When will this be fixed?
  6. 6. 6 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Challenges in customer’s journey No permanent solutions Needs not anticipated Unable to help themselves Why is my product not working? Search website Call Customer Service No solution— issued case # Calls customer service again When will this be fixed? Why am I telling you there is a problem?
  7. 7. 7 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Undesirable results for customer service leaders Reduced CSAT Lost Revenue Higher Costs $$
  8. 8. 8 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Engagement is not enough Customer Engagement
  9. 9. 9 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Service management is the missing piece + Service Management
  10. 10. 10 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. There is a better way Service operations Customer Service Management Customer engagement + 10 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  11. 11. 11 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. A better way to deliver customer service ServiceNow Customer Service Management ProactiveConnectedEffortless
  12. 12. 12 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. ServiceNow: Real value outcomes for our customers 200Cases generated daily via monitoring Effortless Connected Proactive >99% Decrease in case assignment time 15% Decrease in agent case creation as a result of adding self-service Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
  13. 13. 13 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Case Study: The Tennessee Department of Human Services 13 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  14. 14. 14 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. A perfect storm • During 2016, wait times peaked across our agency • The combined effects of a large-scale buyout, hiring freeze, and customer influx led to a disastrous imbalance of customer need and state resources • We were taken completely by surprise, and we scrambled to react Email Average response: 1.5 days Lobby Peak wait: >1 hour Phone Peak wait: 2 hours Chat
  15. 15. 15 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Our SLAs needed some TLC • Manual inquiry creation, logging, and management • Tracking and reporting was slow, cumbersome, and reactive • Existing inquiry management system became a digital warehouse • Very poor timeliness performance: – ~36 hours for new inquiries to be received by the responsible agent – ~84 hours to resolve an inquiry – ~120 hours total from creation to resolution © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  16. 16. 16 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. The “bad guys” • Low morale • Poor internal perception • Misinformed customers © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  17. 17. 17 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Customer journey mapping 17 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  18. 18. 18 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Tennessee Governor Bill Haslam “Provide the best possible customer service at the lowest possible cost.”
  19. 19. 19 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Spending to save ~70,000 calls • Captured during the 2015–2016 annual cycle
  20. 20. 20 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Spending to save ~70,000 calls • Captured during the 2015–2016 annual cycle ~1 hour hold • That’s over 4,000,000 minutes! • Many of our customers purchase phone plans by the minute
  21. 21. 21 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Spending to save ~70,000 calls • Captured during the 2015–2016 annual cycle ~1 hour hold • That’s over 4,000,000 minutes! • Many of our customers purchase phone plans by the minute ~2 cents per minute • Price is for hold times only • Each minute we shaved off the average hold time saved us $1,400
  22. 22. 22 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Spending to save ~70,000 calls • Captured during the 2015–2016 annual cycle ~1 hour hold • That’s over 4,000,000 minutes! • Many of our customers purchase phone plans by the minute ~2 cents per minute • Price is for hold times only • Each minute we shaved off the average hold time saved us $1,400 ~$84,000 expense • This does not include savings from cost efficiency by serving more customers per day
  23. 23. 23 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Post-launch quantitative findings Before After Number of inquiries ~1,200 ~1,350 Untimely inquiries ~130 ~20 0 10 20 30 40 50 60 70 80 90 08/17–09/17 10/17–11/17 Hourstoresolve Escalated Inquiry Resolution Timeliness 0.15 0 5 10 15 20 25 30 35 40 08/17–09/17 10/17–11/17 Hourstoresolve Assignment Timeliness
  24. 24. 24 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Service delivery evolution 24 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  25. 25. 25 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Top takeaways Listen to your customers. They know what they want. 1 CSM is not only process efficient, it is also cost efficient. 2 Anything can change. 3
  26. 26. 26 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.26 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  27. 27. 27 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Q & A Thank you for joining us. Paul Selby Director, Customer Service Management ServiceNow Landon Cook Director of Customer Service Tennessee Dept. of Human Services
  28. 28. 28 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. On-demand webinars Check out our on-demand webinars in the Resource widget below, or at www.servicenow.com ON-DEMAND

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