A Roadmap to Customer Service Transformation

ROADMAP FOR CUSTOMER SERVICE TRANSFORMATIONHow NICE Modernized Customer Service for its 25,000 Global Clients

© 2016 ServiceNow All Rights Reserved 2Confidential

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


Existing Customer Service Solutions Are Broken

Service Management ApproachCRM Approach

?

Engage

? Fix Diagnose

Engage


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)


Traditional Solutions

Introducing ServiceNow Customer Service ManagementTaking customer service beyond CRM

Device Connectivity

EventManagement

Problem (RCA)

Incident

CaseAgent TechnicianWork

Order

Phone

Email

Chat

Portal

Process

Knowledge

Partner Customer

ChangeImprovement

Repair

Operations


Introducing ServiceNow Customer Service ManagementConnecting people, workflows, and systems to deliver superior customer service

Device Connectivity

EventManagement

Problem (RCA)

Incident

CaseAgent TechnicianWork

Order

Phone

Email

Chat

Portal

Process

Knowledge

Partner Customer

ChangeImprovement

Repair

Operations

Effortless Connected

Proactive


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

Email

SMS

Publications


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


9

Nice at a Glance

>150COUNTRIES

~25,000CUSTOMERS

>85%FORTUNE100

1986FOUNDED

>35 LOCAL

~1200R&DPROFESSIONALS

~3,500EMPLOYEES

CUSTOMERS

OFFICES

NASDAQ


10

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)


11

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


12

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


13

NICE Global Support People: Career Model


14

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


15

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


16

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


17

Flexibly Manage Customer Relationships

Some CoService

Provider

Some Co2Caller

Company

NULL

Customer Type: Direct Business Partner

Served By:

Relationship Type:

Business Partner


18

Instance in ServiceNow


19

Customer Information in ServiceNow


20

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


21

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)


22

Re-assignment using ServiceNow


23

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


24

Customer Portal Home


25

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


26

Knowledge-Centered Support

KCS

Search Knowledge

Use Knowledge

Rate Knowledge

Faster Case Resolution

Fewer Support Requests from customers

Case Description filtered

by Solution & Version


27

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


28

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


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


Skill-based Support Vs. Tier-based Support

Enable preventive maintenance using Knowledge-Centered Support

Lead the Change Management Track of your Business Transformation Project

123

Top Takeaways


Listen to the Webinar

Learn More About ServiceNow Customer Service Managementhttp://www.servicenow.com/csm

http://www.servicenow.com/content/servicenow/us/lpwbr/roadmap-to-customer-service-transformation.html

http://www.servicenow.com/content/servicenow/us/lpwbr/roadmap-to-customer-service-transformation.html

http://www.servicenow.com/csm

A Roadmap to Customer Service Transformation

Technology

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