KCS and Beyond - Consortium for Service Innovation · KCS ® and Beyond Customer Support...

One Person’s Journey (although it’s a team sport) Or how to transition from just doing support to delivering a great customer and employee experience Or why you should really care about swarming…

KCS® and Beyond

Customer Support Transformation Leader @ ServiceNow steven.young@servicenow,com

Steven Young

2 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.

Customer Service Transformation Leader @ ServiceNow Steve Young

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

•  Originally from the UK •  Moved to the USA 21 years ago •  Married to Kim, from Tasmania •  We live in San Jose, California •  Four children (2 boys, 2 girls)

Personal Info Practitioner & Expertise Areas •  Contact center transformation •  Partner Support and Field Service •  Digital support experience (online support) •  Services business and technology transformation •  Quote to cash and contract management automation •  Knowledge management practitioner and Innovator •  Digital seller automation for renewals •  Proactive support

http://www.linkedin.com/in/stevenyoungesq

Service & Support

Services COO & Transformation

VP Operations VP Services Operations Customer Service Transformation Leader

VP Support

Board of Directors & Innovator Various Roles BSc

Computer Science


“To improve is to change, to be perfect is to change often.”

Winston Churchill


We all know KCS can help with this…

Many initial contacts are through telephony, chat and/or low value email

Employees solving same problems over and over

Escalations and growing

workload

High Agent Attrition

Pressure to improve productivity, CSAT

and margin


Capture

Structure

Reuse

Improve

Knowledge-Centered Service – Solve Loop

•  Case Related Knowledge Activities –  Search and Search often

•  Search based on Case data plus additional search box for further searches

•  Knowledge integrated into Agent Workspace rather than separate windows

–  Link Knowledge to Case

•  Both Assisted and Solved –  Flag or Fix

•  Feedback Process and Management

•  Article Versioning –  Create Knowledge as a by-product of the case

•  KCS Template as one of the options •  Draft KCS article created from the Case Fields

with a press of a button –  Conditional Publishing supporting KCS Roles

Capabilities to support the Solve Loop


Leadership & Communication

Performance Assessment

Process Integration

Content Health

Knowledge-Centered Service – Evolve Loop

•  Knowledge Health Activities –  Article Quality Index aligned to KCS scoring –  Link Accuracy audits supported with reporting

–  Process Integration Indicators (PII) –  Knowledge Health reporting

•  No knowledge applicable, cases with linked solution, solved solution fix or flagged, knowledge created—down to an engineer level

•  Time to publish

•  Time to process feedback •  Article Currency reporting and task

management •  Articles linked, but not accessed by customer

•  % Internal articles •  Search terms with no results •  Etc.

Capabilities to Support the Evolve Loop


Isn’t this what many still do? How Many Recognize This?

Customer Engagement /CRM

Customers

Multi-Channel Interaction

Phone Chat

Email Portal

Community Case

•  Self-Service –  FAQ and content search

–  Case lookup

•  Community / Peer Support Channel –  Used for case deflection

•  Knowledge Centered Service –  Adopted in the call/contact center

–  Enabling Knowledge to be created and curated in the workflow

–  Necessary for effective self-service

–  Starts the transition from known to new

Self Service

Knowledge KCS ® V6

Support Agent


Fully integrated channels on a common platform; KCS + Farming Better With Omni-Channel

Customer Engagement

Customers

Omni-Channel Interaction

Phone Chat

Email Portal

Community Case

•  Omni-channel –  All customer interactions and work move seamlessly

from one channel to another

–  Context preserved

•  Knowledge fully leveraged •  Created in the case workflow leveraging KCS

•  Farmed from the community

•  Unified Search

Self Service

Knowledge KCS ® V6

Support Agent


And it’s way better as a team sport… Oh – Because Customer Service got Complicated!

Customer & Partner Engagement

Customers


Phone Chat

Email Portal

Community Case

Self Service

Virtual Agent

Machine Learning & AI

Knowledge KCS ® V6

Digital Workflows

SLA

Service Catalog Partners

Incident

Change

Problem

?

!

Request

Service Management Workflows

W

k

r

o

Development Engineering

RCA

Mobile Native

Field Service Offline Maps

Backoffice Operations

Facilities

Professional Services

IT

Billing Contracts

Legal

OLA

Cloud Infrastructure, IoT & Connected Devices

Service Aware CMDB

Automated and Proactive

Event Management

Proactive Communication

Seamless Integration - SFA - ERP - Engineering - Collaboration - Service Logistics

Customer Service Management

Support Agents

RMA / Spares


Backoffice Operations Partners

Software issue caused by a new bug Customer Service Management: Use Case


Incident !


Facilities


Billing Contracts

Mobile Native



Event Management

Service Aware CMDB




RMA / Spares ?

Request

IT

OLA

Legal


Phone Chat

Email Portal

Community Case

Self Service

Virtual Agent


Knowledge KCS ® V6

Digital Workflows

SLA

Service Catalog

Support Agents

Customers

k

r

o

W

Seamless Integration


- Oracle/SAP - Jira

Problem Development Engineering

RCA

Change


Backoffice Operations Partners

GDPR Request: What do you know about me; and forget me Customer Service Management: Use Case


Incident

Change

Problem

!


Facilities


Billing Contracts


RCA

Mobile Native



Service Aware CMDB


Event Management



RMA / Spares


Phone Chat

Email Portal

Community Case

Self Service

Virtual Agent


Knowledge KCS ® V6

Digital Workflows

SLA

Service Catalog

Support Agents

Customers ? Request

k

r

o

W


Legal

OLA

IT Seamless Integration


- SFA/Dynamics - Oracle/SAP - Customer Master


Let’s focus on the support agent side About That Complexity…


Customers


Phone Chat

Email Portal

Community Case

Self Service

Virtual Agent


Knowledge KCS ® V6

Digital Workflows

SLA


Incident

Change

Problem

?

!

Request


W

k

r

o


RCA

Mobile Native



Facilities


IT

Billing Contracts

Legal

OLA


Service Aware CMDB


Event Management




Support Agents

RMA / Spares

What happens when you succeed in

moving from known to new?

down

NotZero

What about

problems?

Conundrum!

•  Fewerknown/simpleissues• Mul5pleproducts•  Productmanagerslovetoaddfeatures!

IncreasedComplexity

•  Givemesomeonewhoreallyknowstheirstuff

CustomerExpecta5ons

Rise

•  Rookies–argh!•  Isthereananswer?

HardertoTrain

SupportAgents


Capture

Structure

Reuse

Improve

Add Collaboration/Swarming in the Solve loop

• Collaboration –  Expertise transfers naturally – just in time

•  Technical/Product •  Soft skills

–  Knowledge captured as a by-product of collaboration

•  Focus on ‘Time to Expert’ – Collateral of support is people with skills,

expertise and knowledge

•  Customer Service is a Team Sport –  Single product – Multiple products (solutions) –  Beyond support…

Support Agents


•  Cisco TAC – 8,000 Customer Support Engineers –  50/50 Employees/Outsourced

•  Focus was on reducing time to expert –  Reduced by 45%

•  40% Increase in case workload handled

•  5% fewer people

•  Solution support finally a reality

•  Knowledge became a byproduct of Collaboration –  Written, spoken and video articles –  Reputation (a carrot and a stick) –  Publishing went from months to hours

•  We called it a Networked Learning Organization

•  The support engineers didn’t break a sweat – but it took us 3 years…

Collaboration / Intelligent Swarming vs Escalation

Results at Cisco?

Support Agents


•  Knights of the Round Table –  Intelligent Swarming by design –  Reputation is paramount

•  Leverage AI to perform ‘Knowledge-based routing’ –  Initial ‘Case’ routing and collaboration events –  Identification of expert(s)

• Not just the most expert •  Reputation counts

– Authorship & Contribution

Emerging opportunities

Beyond KCS Support Agents


Both within Support, and beyond the Case – it’s where Enterprises do real work too… Customer Service is a Team Sport – Get Swarming!


Customers


Mobile Chat

Email Portal

Community Case

Self Service

Virtual Agent


Knowledge KCS ® V6

Digital Workflows

SLA


Incident

Change

Problem

?

!

Request


W

k

r

o


RCA & Change

Mobile Native



Facilities


IT

Billing Contracts

Legal

OLA


Service Aware CMDB


Event Management



Customer Service Management by ServiceNow

Support Agents

RMA / WO Spares

 [email protected]

Thank You

KCS and Beyond - Consortium for Service Innovation · KCS ® and Beyond Customer Support...

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