ROADMAP FOR CUSTOMER SERVICE TRANSFORMATIONHow NICE Modernized Customer Service for its 25,000 Global Clients
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Despite Significant Investments, Customer Service Is Still Broken
of companies say they deliver superior customer service
of people think these same companies deliver customer service
worthy of a superior rating
80% 8%
Forrester Research
YET
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Existing Customer Service Solutions Are Broken
Service Management ApproachCRM Approach
?
Engage
? Fix Diagnose
Engage
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Customer Service Landscape: What’s Changed?
Install Base (CMDB)
Root Cause (Problem)
Engineering
Operations
Other Departments
Field Services
Engage FixDiagnose
Customer
CRM Approach(e.g., Salesforce, Oracle, SAP, Zendesk)
Case
Self Service(Service Catalog)
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Traditional Solutions
Introducing ServiceNow Customer Service ManagementTaking customer service beyond CRM
Device Connectivity
EventManagement
Problem (RCA)
Incident
CaseAgent TechnicianWork
Order
Phone
Chat
Portal
Process
Knowledge
Partner Customer
ChangeImprovement
Repair
Operations
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Introducing ServiceNow Customer Service ManagementConnecting people, workflows, and systems to deliver superior customer service
Device Connectivity
EventManagement
Problem (RCA)
Incident
CaseAgent TechnicianWork
Order
Phone
Chat
Portal
Process
Knowledge
Partner Customer
ChangeImprovement
Repair
Operations
Effortless Connected
Proactive
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Customer Service Management from ServiceNowPowering 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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Beyond CRM: Three Strategies For Modernizing Customer Service
1. Eliminate the reasons customers call in the first place
2. Stop simply reacting and
anticipate the issues
3. Enlist the whole organization into customer service
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Nice at a Glance
>150COUNTRIES
~25,000CUSTOMERS
>85%FORTUNE100
1986FOUNDED
>35 LOCAL
~1200R&DPROFESSIONALS
~3,500EMPLOYEES
CUSTOMERS
OFFICES
NASDAQ
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Global Customer Support at NICE
> 70K Cases
Annually
7 Support Sites
24 Days MTTR* ~300 SE
>90% CSAT**<1% R&D
* 2015 Resolved Cases** Transactional Survey (top-bottom)
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Customer Support Transformation Principles
Processes• Transition from Tier-based to Skill Based Support• Establish Global First Line Support (FLS) 24x7• Implement Knowledge-Centered Support (KCS) Methodology
People• Build professional career model• Reorganize global customer support
Tools• Leveraging service management methodology for customer support
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NICE Global Support Processes: From Old to New
Recording Support
Global First Line Support
CSS Support
Mul
ti-sk
illed
CTI
/ Tel
e-ph
ony
IC
Logg
ers/
Sto
rage
/
Mul
ti-sk
illed
Recording Application
Support
RTI
QM IA
PIM & CEA Support
NP
M
ICM
CE
A
WFM Support
Mul
ti-sk
illed
Skill Level I
Skill Level II
Skill Level III
Skill Level IV
R&D R&D R&D R&D R&D
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NICE Global Support People: Career Model
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Transformation Journey
New and Improved Case Management
• Intuitive Process• Enhanced UX
Collaborative Support
• KCS• Social
Customer Empowerment
• Service Portal• Reports• Case Deflection
Automation & Efficiencies
• System Consolidation
• Case Routing• Event Management
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10 Steps to Deliver Superior Customer Service
Case Management
Service Portfolio and Configuration
Service Level Management (SLM)
Knowledge Management4
Customers and Contacts
Social
KPIs and Reporting
1
2
3
5
6
7
Event Management8
Service Portal9
Service Catalog and Request Fulfillment 10
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Instance
INSTANCE
The new solution Identifier
Customer | Solution | Version | Location
License information
UP/SP Agent amount
Integration
Remote connection details
LOV
Site phase
Hosted
Additional Instance Attributes
Service Offering
Time To Initial Response
On Site Support
Time To Resolution
Coverage
accurate &intuitive
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Flexibly Manage Customer Relationships
Some CoService
Provider
Some Co2Caller
Company
NULL
Customer Type: Direct Business Partner
Served By:
Relationship Type:
Business Partner
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Instance in ServiceNow
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Customer Information in ServiceNow
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New Case Ownership Model
VISION: Minimize escalation and reassignment
CONCEPT: Identify all skills and skill levels required to solve a case during case creation and assign the case appropriately
IMPLICATIONS: 1. Minimize basic task management2. Skills and skill levels are managed in the system for each
support engineer3. Case ownership moves between engineers via reassignment if
different skills are needed
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Smart, Efficient Case Routing
-1- Case Creation -2- Case Handling -3- Resolution and Closure
Owner is assigned based on availability and skills
Case Creation through Portal or FLS
Case is categorized with priority, skill level, and functionality
Global FLS adds information to the case. Cases are reassigned as needed using smart routing
Routed to Global FLS
(Opened Via Portal)
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Re-assignment using ServiceNow
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Customer Portal
CUSTOMER PORTAL
Designed for self-service and case deflection
Knowledge articles display integrated with case creation• Self registration and user
management
• Case creation and management
• Service request creation
• Reports access
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Customer Portal Home
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Self-Service Registration
ABC.comABC.com
ABC.com
Users of approved domains can self register [email protected]
Approved super-users act as admin for their customers
Portal
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Knowledge-Centered Support
KCS
Search Knowledge
Use Knowledge
Rate Knowledge
Faster Case Resolution
Fewer Support Requests from customers
Case Description filtered
by Solution & Version
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KCS-Case Management Integration
-1-Case Creation
• Auto-search based on solution, version, description
• Retrieval based on relevance and rating
-2-Case Handling
• RATE RATE RATE!!!
• Rating articles greatly enhances the effectiveness of search results
-3-Resolution and Closure
• Integrated article creation to case resolution
• Case information is automatically inserted into article
• Enhance articles using knowledge articles creation guidelines to increase relevant retrieval
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Why Change Management?
Working effectively according to new processes
Working confidently within the new system
Working according to known processes
Working confidently within a known system
Resist the change
Opportunity
Practice
Before After
Change management
Embrace the changeMotivations
RIGHT ON DAY 1 !
Transparency
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Project Timeline
FebJan Mar Apr May
April 30th Go live!
Training 1 – Webinar February 22nd New Support Best PracticesWhat has changed?
Introducing Wiser - WebinarWhat’s ahead
UAT - March 07th Selected users from all centers testing use-case scenarios
Training 2 – April 01th
Exercise-based system explorationGuided work on actual system
Awareness Campaign
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Skill-based Support Vs. Tier-based Support
Enable preventive maintenance using Knowledge-Centered Support
Lead the Change Management Track of your Business Transformation Project
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Top Takeaways
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Listen to the Webinar
Learn More About ServiceNow Customer Service Managementhttp://www.servicenow.com/csm
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