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Best practices for transforming your operations (ft. Ingersoll Rand)

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As your business evolves, you’re presented with new, complex challenges—which means the technology that supports your business needs to evolve, too. Join Nitin Buty (Zendesk) and Kelly Dees (Ingersoll Rand) as they explain how they optimize business processes at scale, derive greatest efficiency, and improve the customer experience.

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Best practices for transforming your operations (ft. Ingersoll Rand)

  1. 1. 2B TRACK NOW Best practices
 for transforming your operations
  2. 2. TRA C K 2B Best practices for transforming your operations NITIN BUTY VP, Professional Services
 Zendesk
  3. 3. Customer expectations fundamentally changed customers’ relationships with brands Agenda Best practices for driving transformation at scale Q&A
  4. 4. Customer expectations fundamentally changed customers’ relationships with brands
  5. 5. Customers prefer to work with brands
 with excellent customer experience Sources: The Northridge Group, Gartner are likely to defect to another brand
 as a result of poor customer service consider customer experience
 more important than price 81% 64%of consumers of consumers
  6. 6. Companies consider CX a strategic priority
 but struggle with execution Sources: Forrester and Dimension Data cite improving CX as a strategic
 priority over the next 12 months would rate their CX delivery
 at a 9/10 or better 80% 13%of companies of companies
  7. 7. Enterprises face complex obstacles to transformation Modernize existing
 processes and systems Navigate change management Remain agile as the
 business evolves
  8. 8. TRA C K 2B Best practices for transforming your operations KELLY DEES VP, Customer Experience
 Ingersoll Rand
  9. 9. Ingersoll Rand advances the quality of life by creating comfortable, sustainable and efficient environments. Ingersoll Rand (NYSE:IR) advances the quality of life by creating comfortable, sustainable and efficient environments. Our people and our family of brands— including Club Car®, Ingersoll Rand®, Thermo King® and Trane®—work together to enhance the quality and comfort of air in homes and buildings; transport and protect food and perishables; and increase industrial productivity and efficiency. We are a $14 billion global business committed to a world of sustainable progress and enduring results.
  10. 10. Key Facts !10 • Ingersoll Rand (NYSE: IR) has been listed continuously on the New York Stock Exchange since October 11, 1906. • Ingersoll Rand is the 16th oldest company and the 12th oldest continuously listed company on the NYSE. • Ingersoll Rand’s stock ticker is IR. New York Stock Exchange • Ingersoll Rand is 147 years old. The company was founded when Simon Ingersoll patented the steam-powered rock drill in 1871. • The Ingersoll-Rand Company was first incorporated on June 1, 1905. Company History • Ingersoll Rand is incorporated in Swords, Ireland. • Ingersoll Rand’s North American Headquarters and Corporate Center is located in Davidson, North Carolina. Company Headquarters
  11. 11. How does a 147 year-old company drive transformation at scale?
  12. 12. Our Journey with Zendesk Phase 1: Set the foundation Phase 2: Optimize existing
 processes and systems 2013 2014 2015 2016 2017 2018 Implemented Piloted UPS integration Tavant integration Phase 3: Continue to innovate Implemented
  13. 13. Gain visibility into the customer journey Best practice #1
  14. 14. Visibility into
 the customer journey allowed us to quantify how we’re meeting customers’ needs 97%
Response rate <4 hours
Response time
  15. 15. Bring end-users and distributors together
 into the same system Best practice #2
  16. 16. 3-5 Days Turnaround time for tool requests went from months to days Average turnaround time
  17. 17. Make processes easier for distributors and end-users by integrating systems they interact with Best practice #3
  18. 18. The “easy form” integration with Tavant saved distributors 5-7 min per warranty claim
  19. 19. Digitize institutional knowledge into a
 Help Center to promote change management Best practice #4
  20. 20. Early results
 since rolling out Help Center 334
Articles created since September 2017 70K
Page views since September 2017
  21. 21. Listen to customers’ needs for new areas
 to innovate Best practice #5
  22. 22. and beyond… 2019
  23. 23. #zendeskrelate @zendesk 2B TRACK Thank you

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