Delivering Proactive Customer Service: Is Your Organization Ready?

March 30, 2017

Webinar Presentation

Delivering Proactive Customer Service:

Is Your Organization Ready?

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

Delivering Proactive Customer Service:

Is Your Organization Ready?

Judith Platz

VP Research, Support Services

TSIA

2017 Support Focus Areas

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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Support Focus Areas

Customer

Experience

Strategy

Customer

Engagement

Strategy

1 2

4

11

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Customer Engagement Strategy

12

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Incidents by Channel


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Customer Satisfaction by Engagement Channel


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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

14

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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.


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.


Source: 2017 Service Capability Heatmap

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

18

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Do you believe your support organization has extreme

automation in place?

A. Yes

B. No

Polling Question

Technology

Adoption

Strategy

www.tsia.com

Extreme Automation

Do you believe your

support organization

has extreme

automation in place?

*(2016 TSIA Support Services Pulse Session

Respondents)

Yes10.4%

No89.6%

20

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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

21

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

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

[email protected]

© 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:


Costs$$$$$

Satisfaction-

. . . .

Today: Customer Service Is An Island

No way to eliminate the reasons why customers call

Issue

?Case

?Case

?Case


Impact On Customer Service

Poor customer satisfaction

Increasing costs

Reactive service

Lost revenue opportunities


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


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


1. Make It Easy For Customers To Engage

• Contact center management

• Omni-channel: Email, phone,

chat, social media, mobile

• Intelligent routing


• Personalized portal

• Service catalog

• Knowledgebase

• Social Q&A

• Workflow/automation

2. Reduce Case Volume With Self-Service


• 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


• Drive accountability

• Assign tasks to field service,

engineering, finance and other

departments

4. Assign Tasks Across The Enterprise


• Fix underlying issues

• Preemptively communicate to

customers

• Act on trends

5. Prevent Future Calls

© 2017 ServiceNow All Rights Reserved 32

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

Email

SMS

Publications


ServiceNow Customer Service Management

Effortless Connected Proactive

Automate and personalize self-service

Assign and resolve issues

Monitor and prevent issues

© 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

http://www.servicenow.com/csm

Delivering Proactive Customer Service: Is Your Organization Ready?

Technology

Transcript of Delivering Proactive Customer Service: Is Your Organization Ready?