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How GE is Transforming Customer Service

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Learn how GE is making customer service a more effortless, connected, and proactive experience.

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How GE is Transforming Customer Service

  1. 1. How GE is Transforming Customer Service at Lightspeed Jolene Jeffries, Director of Global Support Delivery, GE
  2. 2. Confidential. Not to be copied, distributed, or reproduced without prior approval. GE Always Looking Forward… Cannot Sit Idle 1879 First electric bulb 1969 Step on the moon 1930s Quality of life improvements 2017 A Digital Industrial Company From Thomas Edison’s first commercially viable light bulb to the first x-ray machines, we’ve continued to innovate what has yet to be imagined. GE was there for the first walk on the moon. We created the first television broadcast, the first man-made diamond, the first jet engine, and even Silly Puddy. This is how we work. Only company still on the Dow Jones original index! 2 https://www.ge.com/about-us/fact-sheet http://www.ge.com/transformation/#broadcast
  3. 3. Confidential. Not to be copied, distributed, or reproduced without prior approval. June 27, 2017Presentation Title 3 Sometimes Innovation and Growth Creates a Bi-product of Complexity. In 2016... Support Systems across GE 95+ Separate Software support teams 8 Capacity for Self Service for Clients <10%
  4. 4. Confidential. Not to be copied, distributed, or reproduced without prior approval. A Fundamental Shift Required in our Delivery of Support June 27, 2017 4 82% 55% 26% 20% 17% 16% 8% Google Self service Online community Chat support You Tube Email Phone What industry users want Where we have capability
  5. 5. Confidential. Not to be copied, distributed, or reproduced without prior approval. Support as a Differentiator June 27, 2017 5 • Design supportability into all products ... from within the application •Deliver data to a remote engineer who can resolve the issue with sufficient back and forth (e.g., black box recorder) •Real time visibility to status + “case tracking” from the platform/ app •Shift support technicians to be revenue generators that promote product upsell + create stickiness, using support data sciences 2017 & Beyond Capabilities • Evolve from the execution of a full service model to the design of a self service model by pointing users to possible solutions enabling self resolution • Support organization steeped in how customers use our technology
  6. 6. Confidential. Not to be copied, distributed, or reproduced without prior approval. June 27, 2017Presentation Title 6 We Aligned the People, the Processes…and the Systems
  7. 7. Confidential. Not to be copied, distributed, or reproduced without prior approval. Partnership Announced June 27, 2017 7 • GE Digital & ServiceNow - new model for outcome-based support in an IoT world • Deep integration between key technologies (e.g., Predix, Customer Service Management, APM) delivers value through • Faster issue resolution (e.g., self-service, automation) • Increased support personnel productivity • Greater asset utilization • Closed loop incident identification through resolution • Improved customer satisfaction In-App support Empowered by integration Customers access support from GE App Developer tiles For those that also develop on GE’s software platform Predix Proactive Personalized Connected Transparent
  8. 8. Confidential. Not to be copied, distributed, or reproduced without prior approval. The Engagement with ServiceNow June 27, 2017Presentation Title 8 Leadership Meetings Leadership Review Executive Read-out Inspire Transformation Major Milestones ServiceNow Solution Experience Inspire Activities Inspire Labs Activities Timeline RealizePromoteAlign / ConfirmDiscoverEngage Scope Refinement Discovery & Current State Validation Kick-off E2E Build DFD Build Roadmap Development ServiceNow & GE teams E2E Check-Point DFD Check-Point Roadmap Review E2E Validation DFD Validation Strategy & Capability Roadmap E2E Presentation DFD Presentation Prioritized actions & next steps 10 Mar 13. Mar 22. Mar 14. Apr 21. Apr Indicates Major Checkpoint or Presentation Team Engagement DeliverDevelopDesign Build Solution Experience across end-to-end value chains  Inspire Transformationensure success of Outcome Services vision  Inspire Practice & Labs provide Solution Experience across end-to-end value chain Scope of GE Digital ServiceNow Engagement Ashley -1 Review Ashley Read-outKick-off Check-point 28.Apr DFD – Digital Front Door Experience
  9. 9. Confidential. Not to be copied, distributed, or reproduced without prior approval. The Result…Transparent June 27, 2017Presentation Title 9
  10. 10. Confidential. Not to be copied, distributed, or reproduced without prior approval. The Result…Proactive June 27, 2017Presentation Title 10
  11. 11. Confidential. Not to be copied, distributed, or reproduced without prior approval. The Result…Personalized and Connected June 27, 2017Presentation Title 11
  12. 12. Confidential. Not to be copied, distributed, or reproduced without prior approval. June 27, 2017Presentation Title 12 Let’s Talk!

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