How to elevate lifes, SEE 2016, Brazil
Transcript of How to elevate lifes, SEE 2016, Brazil
How to elevated lifesHappy employees makes happy customers
Truth # 1Customer Experience is the NewRosetta Stone
…and we need to translate servicedelivery
Truth #2 –The way people work,and their expectations,are changing
Ramon van LeeuwenCCO, Evangelist
Our Ambition
“We want to be the most relevantservice management platform for
organizations world-wide, theirManaged Service Providers and suppliers”
OF SERVICE DESKS ARE ALREADY PLANNINGFOR SHARED SERVICE MANAGEMENT55% “Forrester recognizes TOPdesk as
an established ITSM SaaS Vendor,with solid Global SaaS Capabilities.”
Customer satisfaction survey
60 implementations per month
new$50M+
600
NPS : 35
Customers
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Key take aways
• Happy employees make happy customers
• The key in this is related to the service landscape
• Building the service landscape is based on three pillars
Happy employees make happy customersResearch & Trends
© 2016 Forrester Research, Inc. Reproduction Prohibited 11
Where employees work continues to shift
© 2016 Forrester Research, Inc. Reproduction Prohibited 12
A typical work day for most of us…
© 2016 Forrester Research, Inc. Reproduction Prohibited 13
Workforce enablement helps employees reach flow
© 2016 Forrester Research, Inc. Reproduction Prohibited 14
Q: When you tried to solve your technologyproblem which of the following did you use?
Source: Forrester’s BT Devices & Security Workforce Q1 2015
Q: Generally when you are at work and havetechnology problems which of the following isthe first point of contact to help solve yourproblem.
1%
2%
42%
56%
Other
External source
Contact company helpdesk
Try to solve problemmyself
Enable Self-Help
64%
25%
18%
7%
10%
Knowledge management
IT Service request portal
Internal document sharing site (e.g.Sharepoint)
IT Service catalog
Other
Revenue ImpactOf IncreasingCustomerExperience IndexScore By1 Point
Source: Forrester’s Customer Experience Index Online Survey, US Consumers Q1 2015 Annual incremental revenue per customer**This analysis shows the effect on revenue potential of increasing CX Index scores by one point from the industry average CX score. Curves for individual brands differ from this industrycurve. For brands that don’t have a linear relationship between CX and revenue, the revenue effect of improving CX by one point will vary greatly depending on the CX score that serves asthe starting point for this analysis. †Number of customers represents number of customers of a big player in the industry based on inputs that include Forrester’s Consumer Technographics®,Forrester’s analysts, and publicly available industry data. ‡Excluding Apple due to the high difference in price points
Market drivers 2016-2020
· Customer Service Excellence Experience
· Shift Left
· Security & Privacy
· Digital Disruption
· Shared services
· SAAS & Continous Delivery
· Internet of Things
Market drivers IT
• IT is struggling how to enable their business workforce
• Different service management departments need to worktogether to stay efficient and effective
• Complex service management organizations needsimplification instead of complex tooling
• Most Service Management organizations share the sameproblems and need the same solutions
• Recession drives organizations to review their TCO ofcurrent solutions/ ways of working
Home grown• Email and Excel
Helpdesks*• Basis Incidents
and simplefeatures
Service Desk*• ITIL processes• Selfservice• Mobile• External reporting
Outside ITITSM• Full ITSM suite• FO support shell
for IT + HR
Shared ServiceManagement*• Customer Centric• Shared Enterprise• Multi-tennancy• FO+BO support for
all departments• Full ITSM, CAFM and
eHRM suite• Integrated reporting• Single point of
integration
End
use
rTe
chn
icia
n
CX F
ocu
s
Business FocusCustomer Services
Evolution of SM tooling
TOPdesk Enterprise
BMC RemedyServiceNowCherwellIBM Maximo
ManageEngineAxiosHP SACA SDVSMZendesk
JiraSysaidFreshdesk
* Also include specifications from preceeding maturity phases
Technical
Service Excellence Trends
Customer Centric
“Are you really Customer Centric?”
• SLA or XLA?
• Seamless Experience
• Empower the customer
Service Chain
“The End of Possession”
• Demand service, not a device
• Make the chain transparent
• Orchestrate the experience
Cos
ts
Average time spend
Customer 1e Tier 2e Tier 3e Tier
Shift resolvingpower to thefront office
Shift resolving powerto the 2nd Tier
Shift self resolvingpower to the uservia the SSP
Optimize useof the SelfService Portal $$$$$$$$$
But most of all
The future proof service providerManaging the service landscape
Customer Satisfaction Succes
TOPdesk DNA
6 design principles
SSM SIMS&S
Better Business Outcomes
WFE
CSS
· Work Force Enablement
· Better Business Outcomes
· Three pillars of WFE
· Design Principals
· TOPdesk DNA
· Implemenataion
Best Practice Implementation
Service Landscape
Supporting departments
Service landscapeCustomer
Supplier
Service landscape
IT & IM
Customer
Supplier & Systems
e-HRMFacilities
Informative processes
Reactive processes
Proactive processesSupp
orti
ng
depa
rtm
ents
IT & IM Facilities
Supp
orti
ng
depa
rtm
ents
Customer Customer Customer
Self-service
Supplier Systems Supplier
Control Contract managementSupplier management Links
e-HRM
Customersatisfaction
Service catalogue SLM
Informativeprocesses
Reactive processes
Proactive processes
Informativeprocesses
Reactive processes
Proactive processes
Informativeprocesses
Reactive processes
Proactive processes
IT & IM Facilities
Supp
orti
ng
depa
rtm
ents
Customer Customer Customer
Self-service
Supplier Systems Supplier
Control Contract managementSupplier management Links
e-HRM
Customersatisfaction
Service catalogue SLM
Managing the service landscape3 pillars of success
Three pillars of WFE
SSM SIMS&S
Better Business Outcomes
WFE
CSS
· Standard & Simple
· Shared ServiceManagement
· Service Integration andmanagement
Service Landscape
Vision· Standard & Simple
We believe the future is in software that is incredibly easy to use andimplement.
· Shared Service ManagementWe believe the end-user will expect all services to co-operate seamlessly.
· Service Chain IntegrationWe believe service delivery isn’t confined to the walls of your organization.
· The End of PossessionWe believe SaaS is the future
SAA
S SAA
S
Supporting departments
Service landscape & our 3 pillarsCustomer
Supplier
Service Integration and Management
Shared Service Management
Standard & Simpel
Fundamental different
Customer Centric Infra Centric
Rooms
Assets
Infra-structure
Locations
Major competition
vs
Standard & Simple
Play or Build
Shared Service Management
IT & IM eHRMFM / RE
Supp
orti
ng
depa
rtm
ents
Leverancier Leverancier Leverancier
Service Integration Management
Service IntegrationCustomer
Partners Systems Partners
Better Business OutcomesThrough
+ Wide range of Business Solutions
+ Replaces 10-15 applicatons on average
+ One Enterprise Self Selfservice Portal
+ Single Source of record
+ One integrated workflow engine
+ Shared Service across the Enterprise
+ Single source of integration
+ SAAS decreases operational costs
TOPdesk 6 Themes
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Key take aways
• The 3 Pillars are the fundament of the Service Landscape
• Service Landscape lead to happy employees
• Happy employees make happy customers
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