Provide a Modern, Connected Customer Service Experience
-
Upload
servicenow -
Category
Technology
-
view
74 -
download
0
Transcript of Provide a Modern, Connected Customer Service Experience
1© 2017 ServiceNow All Rights Reserved© 2017 ServiceNow All Rights Reserved
Customer Service Management
Yossi ShashaHead of ServiceNow Solution CenterAmdocs
Provide a Modern, Connected Customer Service Experience
Holly SimmonsSr. Director for Customer Service ManagementServiceNow
2© 2017 ServiceNow All Rights Reserved
Customer Service Is Key to Business Success
C U S T O M E RE X P E R I E N C E
3© 2017 ServiceNow All Rights Reserved
Customer Service Is Key to Business Success
C U S T O M E RE X P E R I E N C E
C U S T O M E RL O Y A LT Y
4© 2017 ServiceNow All Rights Reserved
Customer Service Is Key to Business Success
C U S T O M E RE X P E R I E N C E
C U S T O M E RL O Y A LT Y
R E V E N U EG R O W T H
5© 2017 ServiceNow All Rights Reserved
Customer Service Is Key to Business Success
“A 5% increase in customer retention can increase profits by up to 95%.”Bain and Company
C U S T O M E RE X P E R I E N C E
C U S T O M E RL O Y A LT Y
R E V E N U EG R O W T H
6© 2017 ServiceNow All Rights Reserved
R E A C T I V EL O G C U S T O M E R I S S U E S
But There Is a Disconnect Existing Solutions Are Not Sufficient
P R O A C T I V EF I X C U S T O M E R I S S U E S
CRM Service Management
7© 2017 ServiceNow All Rights Reserved
ServiceNow Customer Service Management
E F F O R T L E S S
A u t o m a t e a n d p e r s o n a l i z e s e l f - s e r v i c e
C O N N E C T E D
A s s i g n a n d r e s o l v e i s s u e s
P R O A C T I V E
M o n i t o r a n d p r e v e n t i s s u e s
8© 2017 ServiceNow All Rights Reserved
8© 2017 ServiceNow All Rights Reserved
9© 2017 ServiceNow All Rights Reserved
9© 2017 ServiceNow All Rights Reserved
10© 2017 ServiceNow All Rights Reserved
10© 2017 ServiceNow All Rights Reserved
11© 2017 ServiceNow All Rights Reserved
11© 2017 ServiceNow All Rights Reserved
12© 2017 ServiceNow All Rights Reserved
12© 2017 ServiceNow All Rights Reserved
13© 2017 ServiceNow All Rights Reserved
13© 2017 ServiceNow All Rights Reserved
Nonstop Cloud
IT SECURITY HR BUSINESS APPSCUSTOMER SERVICE
ServiceNow Customer Service Management
SingleDatabase
ContextualCollaboration
ServiceCatalog
ServicePortal
Subscription & Notification
KnowledgeBase
OrchestrationDeveloperTools
Reports & Dashboards
Workflow
Intelligent Automation Engine
Predictive Modeling
Anomaly Detection
PeerBenchmarks
PerformanceForecasting
Service Management DifferentiationCatalog - Request - Problem - Change - Configuration
Knowledge and Communities
Omni Channel Engagement
Customer Data Management
Case Management
Field Service Management
14© 2017 ServiceNow All Rights Reserved
70%Reduction In
Cases
Customers Are Already Seeing Results
15© 2017 ServiceNow All Rights Reserved
70%Reduction In
Cases
8xFaster Case
Creation
Customers Are Already Seeing Results
16© 2017 ServiceNow All Rights Reserved
70%Reduction In
Cases
8xFaster Case
Creation
40%Increase in NPS
Customers Are Already Seeing Results
17© 2017 ServiceNow All Rights Reserved
70%Reduction In
Cases
8xFaster Case
Creation
40%Increase in NPS
50+Portals
Replaced
Customers Are Already Seeing Results
18© 2017 ServiceNow All Rights Reserved
Speaker Introduction
Experience: 10 years of experience in MIS project management
Expertise: PGM, PM, PMP
Achievements: Recently completed CSM deployment and implementation process adopting the latest market trends
Current Projects: Driving transformation projects in customer support
Name: Yossi Shasha
Title: Head of ServiceNow Solution Center
Function: Senior MIS Manager
Company: Amdocs
19© 2017 ServiceNow All Rights Reserved
Agenda
• Amdocs Introduction
• Chapter 1: Do nothing
• Chapter 2: The last straw
• Chapter 3: Searching for a solution
• Chapter 4: The sale
• Chapter 5: Tips for success
• Post production
• Different processes
• Value realization• Q & A
20© 2017 ServiceNow All Rights Reserved
20© 2017 ServiceNow All Rights Reserved
21© 2017 ServiceNow All Rights Reserved
21© 2017 ServiceNow All Rights Reserved
35Years
70Countries
27kEmployees
350Customers
$3.7Billion
2016
95Facilities
22© 2017 ServiceNow All Rights Reserved
22© 2017 ServiceNow All Rights Reserved
35Years
70Countries
27kEmployees
350Customers
$3.7Billion
2016
95Facilities
23© 2017 ServiceNow All Rights Reserved
23© 2017 ServiceNow All Rights Reserved
35Years
70Countries
27kEmployees
350Customers
$3.7Billion
2016
95Facilities
2500Projects 3.3
Billion Subscribers
24© 2017 ServiceNow All Rights Reserved
Chapter 1: Do Nothing
25© 2017 ServiceNow All Rights Reserved
1 3 7
Amdocs Customer Support Mathematics
26© 2017 ServiceNow All Rights Reserved
1 3 7
Amdocs Customer Support Mathematics
OneOut-of-Date
CRM
27© 2017 ServiceNow All Rights Reserved
1 3 7
Amdocs Customer Support Mathematics
OneOut-of-Date
CRM
Two to Three Acquisitions
per Year
28© 2017 ServiceNow All Rights Reserved
1 3 7
Amdocs Customer Support Mathematics
OneOut-of-Date
CRM
Two to Three Acquisitions
per Year
Major projects to align
29© 2017 ServiceNow All Rights Reserved
1 3 7
Amdocs Customer Support Mathematics
OneOut-of-Date
CRM
Two to Three Acquisitions
per Year
SevenCSM
Solutions
Major projects to align (Do Nothing)
30© 2017 ServiceNow All Rights Reserved
1 3 7
Amdocs Customer Support Mathematics
OneOut-of-Date
CRM
Two to Three Acquisitions
per Year
SevenCSM
Solutions
ManySecurityThreats
Major projects to align (Do Nothing)
31© 2017 ServiceNow All Rights Reserved
Chapter 2: The Last Straw
32© 2017 ServiceNow All Rights Reserved
The Last Straw
33© 2017 ServiceNow All Rights Reserved
The Last Straw
34© 2017 ServiceNow All Rights Reserved
The Last Straw
A very painful post-migration integration– Timelines
– Effort and cost
– Compromising on business process
We needed a better solution
35© 2017 ServiceNow All Rights Reserved
A “Better Solution” Will Be…
One CSM platform for
all business lines within Amdocs
Straightforward Integration of new
business lines / acquisitions
36© 2017 ServiceNow All Rights Reserved
A “Better Solution” Will Be…
With the additional benefits of…
Leveraging CSM development efforts
ROI by reducing and consolidating support
Customer value through best of breed
One CSM platform for
all business lines within Amdocs
Straightforward Integration of new
business lines / acquisitions
37© 2017 ServiceNow All Rights Reserved
Chapter 3: Searching for a Solution
38© 2017 ServiceNow All Rights Reserved
Mapping out Requirements and Desired Features
Logical separation – one platform, multiple flavors
Acquisition-ready – Integrate new business units with minimal effort
Scalability and performance
Business Continuity and Data Recovery compliance
Functionality and roadmap of customer support
Ease of upgrade
Fast and simple customization
39© 2017 ServiceNow All Rights Reserved
Market Research
• There is no clear Gartner category for Customer/Product Support
• “CRM is a business strategy that can be supported by many different CRM technologies” (Gartner, April 2015)
• The industry is “Platforming”:
Customer Service and Sales IT Service Management Development Lifecycle
40© 2017 ServiceNow All Rights Reserved
Why ServiceNow?
Logical separation – one platform, multiple flavors
Acquisition-ready – Integrate new business units with minimal effort
Scalability and performance
Business Continuity and Data Recovery compliance
Functionality and roadmap of customer support
Ease of upgrade
Fast and simple customization
41© 2017 ServiceNow All Rights Reserved
Chapter 4: The Sale
42© 2017 ServiceNow All Rights Reserved
Gaining Buy-in
43© 2017 ServiceNow All Rights Reserved
Business Case Based on ROI
• Subscription
• Real cost of on-premise hardware
• Future upgrade for on-premise application
• Maintaining knowledge for different applications
• Include future acquisition PMIs
• Mandatory changes for existing applications
• Operational and IS risks
For IT management and Financial stakeholders
44© 2017 ServiceNow All Rights Reserved
Business Case Based on Functionality and Support
• Identify business units’ pain points
– High maintenance for security policies
– Dependency on IT for every change
– Long development processes
– Painful upgrades
– System availability
– Quick mini projects
– Scalability
For Business Units
45© 2017 ServiceNow All Rights Reserved
Business Case Based on Functionality and Support
• Identify business units’ pain points
– High maintenance for security policies
– Dependency on IT for every change
– Long development processes
– Painful upgrades
– System availability
– Quick mini projects
– Scalability
For Business Units• Identify value and business drivers
– Continuous improvements
– Reporting and trends
– Out-of-the-box CSM features (chat,
communities, notifications, etc.)
– Powerful user admin
– Rich configuration capabilities
– Increased Knowledge
46© 2017 ServiceNow All Rights Reserved
Chapter 5: Tips for Success
47© 2017 ServiceNow All Rights Reserved
Where to Focus
• Align to platform capabilities
• Identify business need rather then business requirement
• Avoid the focal point “trap,” do customer validation
• Adopt MVP (Minimal Viable Product)
• Invest in planning
• Develop in agile and use demos
• Communication and change management
48© 2017 ServiceNow All Rights Reserved
Post Production
49© 2017 ServiceNow All Rights Reserved
Continuous Improvements
IT/MIS version
50© 2017 ServiceNow All Rights Reserved
Continuous Improvements
IT/MIS version IT/MIS versions
Ops user changes
Fast track
Platform upgrade
51© 2017 ServiceNow All Rights Reserved
Continuous Improvements
IT/MIS version IT/MIS versions
Ops user changes
Fast track
Platform upgrade
52© 2017 ServiceNow All Rights Reserved
The Fast Track
• The fast track is used for – bunch of small CRs
– 1 medium CR
• How it works– Customer sets the priority
– Team provides short effort estimation
• Allocation for fast track– 1 day for design
– 3 days for development
– 1 day for testing
• Rollout interval BI weekly
• The fast track benefits– Continuous improvements
– Small CRs don’t wait for the big version
– Increase in overall customer satisfaction
53© 2017 ServiceNow All Rights Reserved
54© 2017 ServiceNow All Rights Reserved
Different Processes
55© 2017 ServiceNow All Rights Reserved
56© 2017 ServiceNow All Rights Reserved
57© 2017 ServiceNow All Rights Reserved
58© 2017 ServiceNow All Rights Reserved
59© 2017 ServiceNow All Rights Reserved
Value Realization
60© 2017 ServiceNow All Rights Reserved
Value KPIs
• Moving customers from time-consuming channel to self channel
• Reduce case turnaround
• Increase of knowledge consumption
• Search increase
• Deflection rate improvements
• TTM increase
61© 2017 ServiceNow All Rights Reserved
Q & AThank you for joining us.
Yossi ShashaHead of ServiceNow Solution CenterAmdocs
Holly SimmonsSr. Director for Customer Service ManagementServiceNow
62© 2017 ServiceNow All Rights Reserved
Register for the Demo Today
• We hope you enjoyed the session and were able to gain valuable information and insights for your company
• We invite you to join us for a LIVE demonstration
• Take a deeper dive into the more technical aspects of today’s discussion
• Register below in the Resource widget
DEMO