Driving Customer Engagement Through Cloud-Based Case Management
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Slides from my presentation on Feb.10.2017 at the Microsoft Conference Centre in Mississauga, ON as part of the aOS Canadian Tour.
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Driving Customer Engagement Through Cloud-Based Case Management
- 1. aOS 2017Canadian Tour Fueled by Quebec Montreal Ottawa Toronto February 6 February 7 February 8 February 10
- 3. Case Study Driving Customer Engagement Through Cloud-Based Case Management Sag Baruss Senior Strategic Advisor AvePoint Client Services
- 4. Session Overview To consider the changing business landscape and how the cloud can help business adapt to that change. To consider the role of mobility in customer engagement. To examine a case study of how the cloud can be leveraged to improve customer engagement.
- 5. Session Agenda Topic Duration Introduction 5 min The Changing Business Landscape 10 min Case Study: Cloud-Based Customer Engagement 20 min Closing Thoughts 10 min
- 6. About AvePoint Cloud On premises Hybrid88 Countries 6 Continents 15,000 3 million Customers Office 365 users
- 7. What We Do
- 9. About ACS
- 10. The Changing Business Landscape Section Two
- 11. The Trend Towards Cloud
- 12. Your Customers 72% 68% 86% 65%
- 13. The Demand on Business 1Ericsson Mobility Report, Feb 2016 2We Are Social: 2016 Digital Yearbook, Jan 2016 3ITRC Data Breach Reports – 2015 Year-End Totals, Dec 2015 4National Academy of Public Administration & ICF International: Federal Leaders Digital Insight Study, Feb 2016
- 15. ( Fictionalized ) Scenario Coffee machine and supplies company. Small IT department and limited IT budget. Good customer service provides a competitive advantage. Servicing clients requires personalized and in-person service.
- 16. Requirements Increase customer engagement through ease of use and better transparency. Mobile device and user friendly. Low barrier to entry. Process enforcement. Create visibility and transparency.
- 17. Workflow IT Admin sets up self- service portal IT Admin sets up self- service customer portal Citizen Reports an Issue Customer reports an issue City Dispatcher Fields the Request Customer Service fields and routes the request Service Owner assigns to an Engineer Service Team Lead assigns to an Engineer Field Worker Services the issue Service Engineer resolves the issue Public Works Director derives insights Business Leadership derives insight
- 18. Show Me !!
- 19. Taking it to the Next Level
- 20. Candidate Organization Profile Service industry. History, statistics and metrics are important. Geographic placement / delivery of products and services is important. Seeing it helps. Multiple types of client requests and multiple teams servicing them. Consistency of process.
- 21. Implementation Timeline Day One Business Process Development Day Two Day Three Day Four Prerequisite Review Cloud Service Provisioning and Preliminary Configuration System Go-liveService Implementation Language and Visual Tuning System Training Testing and Documentation Service Design
- 23. Things to Watch Out For Understanding the cost(s) and benefits. Organizational readiness. ( Hybrid ) management / administration. Governance. Cloud SLA’s. Risk exposure.
- 25. Thank you !