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Next Generation of Customer Care
The document discusses Impartner's plans to improve customer success and support in 2017. It outlines 4 key areas of focus: 1) Providing improved support tools to enable customers' businesses, 2) Offering more training to support new and transitioning customer teams, 3) Ensuring consistent and valuable communication with customers, and 4) Achieving faster response times and accelerated delivery of products and services. Impartner plans investments in automation, process improvements and additional resources to deliver on these goals and provide the best customer experience in the industry.
Next Generation of Customer Care
- 1. © 2017 Impartner.All rights reserved.
- 2. © 2017 Impartner.All rights reserved. Next Generation Customer Care Brad Pace – VP, Customer Success
- 3. AGENDA © 2017 Impartner.All rights reserved. 2016 – A Year in Review 2016 PRM Performance Results Accelerating Partner Engagement in 2017
- 4. 4 © 2015 Impartner.All rights reserved.
- 5. 2016 – TheYear of the Customer © 2015 Impartner. All rights reserved. 5 ImpartnerCon 2016
- 6. Impartner’s Customer Success Teamis committed to understanding your business needs We pledge to transform and grow to enable your expanding PRM needs We Promised © 2015 Impartner. All rights reserved. 6
- 7. © 2017 Impartner.All rights reserved. Accelerated Progress 7 “There is a future better, beyond our present best.” -- Obert C. Tanner - Entrepreneur, Philanthropist
- 8. “We need more collaborative supporttools to enable our business.” © 2017 Impartner. All rights reserved. #1: Support Tools that Enable our Business 8
- 9. © 2017 Impartner.All rights reserved. Welcome to TaskView 2.0! 9 TaskView 2.0 Multi-channel ticketing system. Organize & Group tickets to support quicker resolution of queries. Detailed customer support reports to help businesses boost customer satisfaction levels. Measure and act on important support metrics. In-depth reporting and analysis with visuals. Industry-leading collaboration support platform. Ticket delegation Automated scheduling Support teams collaborate on one ticket or merge similar tickets Knowledge base software to manage both external help pages (for customers) and internal knowledge bases (for employees). Employees can quickly access the internal knowledge bases to resolve customer issues and complaints. Knowledge base articles inform customers and reduce customer support tickets.
- 10. We need trainingon Products Content Management Momentum ChannelFlow Push Notifications CRM Integration MAP Functionality © 2017 Impartner. All rights reserved. #2: Training to Enable New and Transitioning Teams 10
- 11. Impartner-Facing Knowledge Base ©2017 Impartner. All rights reserved. Knowledge Base Training & Documentation Assets 11 Customer-Facing Knowledge Base Getting Started with CMS Documented Solutions (Internal Support View) MarketingView Training Impartner Standard PRM Training ChannelFlow QuickStart Custom Process Support Requirements Impartner Support Best Practice Sharing
- 12. Regular Business Reviews InnovationRoadmap Training Issues/Resolution Best Practices Health Checks Performance Review Business Plans New Functionality Relationship Status © 2017 Impartner. All rights reserved. #3: “We Need Consistent & Value-Added Communication” 12
- 13. Faster Response Times CustomerSupport Tickets Implementation Tasks Custom Business Needs Accelerated Delivery Improved ROI by Delivering Added Modules Faster Accelerated Integrations to Channel- Critical Applications Faster Adoption of Innovation Serve Customers Simultaneously © 2017 Impartner. All rights reserved. #4: “Faster Response Times & Accelerated Delivery” 13
- 14. Roadmap Acceleration Shortened Implementations More Capacity to ExecuteSupport Tickets Escalated Account Support © 2017 Impartner. All rights reserved. Impartner is Investing in Your Success! 14
- 15. Multiple Initiatives to Automate Processes& Eliminate Complexity 25%+ Reduction in Wait-to-Work Ratio © 2017 Impartner. All rights reserved. Process Improvements & Automations 15 Process Improvements (We are just getting started!)
- 16. Resource Investment © 2017Impartner. All rights reserved. “Faster Response Times & Accelerated Delivery” 16 + Process Improvements = Results Metric 2016 vs 2015 # Project Delivered +76% Avg Days 2 Go-Live -42%
- 17. © 2015 Impartner.All rights reserved. 17 2015 Growth over 2014 400%+ 160%+ 225%User Logins Users Added Partners Added 80%+ 90%+ 150% User Logins Users Added Partners Added 2016 Growth over 2015 Congratulations! These results are incredible! You built it…and they came. But in all this activity, are you sure your partners are doing EXACTLY what you want them to do? Let’s talk about ONE thing that EVERY customer can do to improve the productivity of these results in 2017.
- 18. © 2017 Impartner.All rights reserved. Managing the Partner Relationship Lifecycle 18 Target Partners, Geos Define Message Define Incentives Onboard Train & Certify Joint Marketing Set Goals Manage Performance Optimize Business Promote/Demote Performance Review Segment ID & Recruit Onboard Perform Reward In Every Phase… 1. Define the activities the Partner MUST do to advance to the next phase. 2. Make sure your PRM functionality ENABLES those required activities. 3. Use the Impartner WorkFlow & Push Notifications to AUTOMATE! 400%+ 160%+ 225% User Logins Users Added Partners Added
- 19. © 2017 Impartner.All rights reserved. WorkFlow & Push Notifications – Automate Success! 19 Target Partners, Geos Define Message Define Incentives Onboard Train & Certify Joint Marketing Set Goals Manage Performance Optimize Business Promote/Demote Performance Review Segment ID & Recruit Onboard Perform Reward Define ----------------------------- Enable -----------------------------Automate • Target Segment, Geo or Profile • Set Program Expectations • Confirm Profile Fit • 90-Day Fast-Start Actions • Training/Cert Validation • Joint Marketing or Pipeline Development • Deal Count or $ Volume • Lead-2-Closed Opp Ratio • Sales Cycle Duration • Independent Opp Volume • Promote – New Level/Goals • Demote – New Level/Goals • Reposition to Earlier Stage
- 20. The Impartner Pledgefor 2017! © 2015 Impartner. All rights reserved. 20 “There is a future better, beyond our present best.” -- Obert C. Tanner - Entrepreneur, Philanthropist Impartner’s Customer Success Team is committed to… Understanding your business needs. Providing Best-in-Class Service & Support. Delivering the Best Customer Experience in the Industry. Bring on 2017!
- 21. 21 © 2015 Impartner.All rights reserved.