delivering proactive customer service: is your organization ready?
TRANSCRIPT
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March 30, 2017
Webinar Presentation
Delivering Proactive Customer Service:
Is Your Organization Ready?
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www.tsia.com
Today’s Presenters:
2
Judith Platz
VP Research, Support Services
TSIA
Holly Simmons
Senior Director of Product Marketing
Customer Service Management
ServiceNow
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Delivering Proactive Customer Service:
Is Your Organization Ready?
Judith Platz
VP Research, Support Services
TSIA
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2017 Support Focus Areas
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www.tsia.com
Support Focus Areas
Customer
Experience
Strategy
1
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Support Focus Areas
7
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Customer Effort Score
Source: TSIA Support Services Benchmark Gold Standard, 2017 9
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Customer Experience Metrics
• What does your organization prioritize?
• What does your organization incent?
• Do customer needs come before metrics?
• Assess emerging metrics (examples: Customer Effort Score, Social Promoter Score)
• Implement a balanced scorecard for CX and more traditional operational metrics
8
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www.tsia.com
Support Focus Areas
Customer
Experience
Strategy
Customer
Engagement
Strategy
1 2
4
11
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Customer Engagement Strategy
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Incidents by Channel
Source: TSIA Support Services Benchmark Gold Standard, 2017 13
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Customer Satisfaction by Engagement Channel
Source: TSIA Support Services Benchmark Gold Standard, 2017 14
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www.tsia.com
Support Focus Areas
Customer
Experience
Strategy
Customer
Engagement
Strategy
Support
Modernization
Strategy
1 2
3
16
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Support Modernization Strategy
• Compensation models aligned for acceleration
• Converging service resources
• Product lifecycle influence
• Support revenue strategy
• Cost center vs. profit center vs. Agent of Growth
• Analytics
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Critical Support Capabilities
15
Capability Description Driving Industry Trend
Service Compensation Models to Accelerate
Revenue Growth through account expansion
We have developed compensation models that effectively incent services and customer
support resources to drive expansion revenues with existing customers while
maintaining strong customer relationships.
Blurring of Sales and Services
Customer Engagement Models to Drive
Revenue Growth
We have optimized how we have defined and engaged our roles across the customer
engagement model of land, adopt, expand, and renew to accelerate revenue growth
cost efficiently.
Declining Product Revenues
Converging Service Resources We successfully share billable and non-billable resources across existing service
organizations.
Extreme Cost Optimization
Service Influence on Product Development Data and experiences from service engagements effectively influences product
development priorities.
Extreme Cost Optimization
Service Enablement Analytics We mine data from customer service interactions and product usage feeds to increase
service quality and reduce the cost to service customers.
Extreme Cost Optimization
Source: 2017 Service Capability Heatmap
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www.tsia.com
Support Focus Areas
Customer
Experience
Strategy
Customer
Engagement
Strategy
Support
Modernization
Strategy
Technology
Adoption
Strategy
2017
Support
Transformation
1 2
3 4
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Do you believe your support organization has extreme
automation in place?
A. Yes
B. No
Polling Question
Technology
Adoption
Strategy
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Extreme Automation
Do you believe your
support organization
has extreme
automation in place?
*(2016 TSIA Support Services Pulse Session
Respondents)
Yes10.4%
No89.6%
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Technology Adoption StrategyEmerging
>25% adoption
__________
Investigate
High Adoption
<75% adoption
___________
ROI Realization
Early Adopters
25-50% adoption
__________
Evaluate
Early Adopters
50-75% adoption
__________
Invest/Assess
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www.tsia.com
Support Focus Areas
Customer
Experience
Strategy
Customer
Engagement
Strategy
Support
Modernization
Strategy
Technology
Adoption
Strategy
2017
Support
Transformation
1 2
3 4
22
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www.tsia.com© 2017 ServiceNow All Rights Reserved
Delivering Proactive Customer Service: Is Your Organization Ready?
Holly Simmons
Senior Director of Product Marketing
Customer Service Management
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© 2017 ServiceNow All Rights Reserved 22© 2017 ServiceNow All Rights Reserved
Challenges To Delivering Superior Customer Service
Lack of automation
50%Siloed people, processes, and technology
54%
Connecting all service processes
57%Too buried to address strategic issues
56%
Based on survey of 200 customer service leaders:
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Costs$$$$$
Satisfaction-
. . . .
Today: Customer Service Is An Island
No way to eliminate the reasons why customers call
Issue
?Case
?Case
?Case
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Impact On Customer Service
Poor customer satisfaction
Increasing costs
Reactive service
Lost revenue opportunities
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A New Way Of Delivering Customer Service Is Needed
With ServiceNow, customer service is a team sport
Costs$
Satisfaction+
Engineering
Finance
Field Service
Fix!Issue
…
$Case
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The Essentials for Delivering Proactive Customer Service
Create self-service portals for common tasks
Identify root cause to speed resolution
Assign issues to the right department
Identify trends to preempt customer issues
Effortless Connected Proactive
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1. Make It Easy For Customers To Engage
• Contact center management
• Omni-channel: Email, phone,
chat, social media, mobile
• Intelligent routing
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• Personalized portal
• Service catalog
• Knowledgebase
• Social Q&A
• Workflow/automation
2. Reduce Case Volume With Self-Service
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• Internet of Things (IoT) for
monitoring and issue
identification
• Auto-creation of cases to be
diagnosed and resolved
3. Monitor For Issues And Create Cases Automatically
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• Drive accountability
• Assign tasks to field service,
engineering, finance and other
departments
4. Assign Tasks Across The Enterprise
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• Fix underlying issues
• Preemptively communicate to
customers
• Act on trends
5. Prevent Future Calls
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Customer Service Management From ServiceNow
Powering Customer Service For The Digitally Connected Economy
Omni-ChannelEngagement
Service Management Infrastructure
Incident - Problem - Change - SLA - CMDB - Asset - Workflow - Collaboration - Mobile - Analytics - API
Customer Service Processes
Field ServiceWork Order
CustomerCase
Account Contact Contract Entitlement ProductPhone
Knowledge
Catalog Survey
Chat
Portal
SMS
Publications
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ServiceNow Customer Service Management
Effortless Connected Proactive
Automate and personalize self-service
Assign and resolve issues
Monitor and prevent issues
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© 2017 ServiceNow All Rights Reserved 34
• Don’t miss Knowledge17, May 7 – 11, Orlando
• Join us at:
• The Art of Amazing Customers, featuring Shep Hyken: April 2 – 6
• Field Service: April 18 – 21, Palm Springs, CA
• Customer Service Experience: April 24 – 26, Washington D.C.
• Call Center Week 2017: June 26 – 30, Las Vegas
• Learn more at www.servicenow.com/csm
Q & A
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