to align brand strategy deliver customer touchpoint value · Achieved better staff retention. A...

Released by TRAINIAC ClIeNT NETSURIT CONTaCT ANNIE FyFE-HITCHINgS [[email protected] + 27 82 322 5112]

BRAINSTORMTOP 25

TOP 10

STARTTHE JOURNEY

CONNECTIVITY

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TRANSITION

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123 ....BUNGEE!!

© 2012 trainiac.com

CAPE TOWN

Netsurit Uses Journey Mapsto align brand strategy & deliver customer touchpoint value

Picture-Based Training enabled Netsurit to align their business around a highly ambitious and sophisticated brand strategy for an enhanced staff and customer experience.

26 August 2013Case study


Why read this report? Netsurit provides a full range of outsourced IT support options and is rated as one of the top IT Support Companies for Medium to Large Enterprises.

The company places an emphasis on their ‘cause’ which is to Support the Dreams of the Doers - this ethos permeates their entire organisation and is the foundation on which all of their business practices are based. Setting high expectations for service quality in a competitive market and adding employees yearly to its multicultural workforce, Netsurit faced a challenge to communicate and align the brand strategy within the organisation in order to deliver customer touchpoint value, to ultimately ensure that they consistently meet or exceed customer expectations.

WHATMATTERS

TO ME

• Acknowledged promptly• Speedy attendance of issue• First time fix• No pillar to posting

I needhelp!

Call Holding Time (seconds)

6.0

5.5

5.0

4.5

4.0

MA

R 1

1

AP

R 1

1

MAY

11

JUN

11

JUL

11

AU

G 1

1

SEP

11

OC

T 11

NO

V 1

1

DEC

11

Requests Completed Remotely

100%

90%

80%

70%

60%

50%

MA

R 1

1

AP

R 1

1

MAY

11

JUN

11

JUL

11

AU

G 1

1

SEP

11

OC

T 11

NO

V 1

1

DEC

11

RESPONSE TIME81%

High priority callsresponded

to in less than

15 minutes

RESOLUTIONTIME98%

High priority callsresolved in

less than 12 hours

TICKETSCLOSED

PER MONTH12 000

TICKETSAUDITED

PER MONTH5%

Happyclients

Net Promoter78%

Client Care79%

Net Promoter

80%

70%

60%

50%

40%

30%

JUL

11

AU

G 1

1

SEP

11

OC

T 11

NO

V 1

1

DEC

11

JAN

12

FEB

12

MA

R 1

2

AP

R 1

2

MAY

12

FIRST TIMEFIX

Only senior’s ortier 2’s on theservice desk

How long do I have to wait?

One point of

contact

NUMBER OF CLIENTS: 350 (excluding branches)

NUMBER OF SERVERS: 750NUMBER OF WORKSTATIONS: 9055


MEASURING OUR PERFORMANCE

We are ISO 20000 and ITIL certified, which means that we are held to the highest standardsof best practice for an IT organisation. We want to be held accountable for maintaining thosestandards of performance, which is why we measure everything we do. Not only does it give us aregular gauge on how we’re doing, but it also allows us to act swiftly to address any issues thatmay arise, and importantly, to celebrate when we’re getting it right.

WHATMATTERS

TO ME

• Acknowledged promptly• Speedy attendance of issue• First time fix• No pillar to posting

I needhelp!

Call Holding Time (seconds)

6.0

5.5

5.0

4.5

4.0

MA

R 1

1

AP

R 1

1

MAY

11

JUN

11

JUL

11

AU

G 1

1

SEP

11

OC

T 11

NO

V 1

1

DEC

11

Requests Completed Remotely

100%

90%

80%

70%

60%

50%

MA

R 1

1

AP

R 1

1

MAY

11

JUN

11

JUL

11

AU

G 1

1

SEP

11

OC

T 11

NO

V 1

1

DEC

11

RESPONSE TIME81%

High priority callsresponded

to in less than

15 minutes

RESOLUTIONTIME98%

High priority callsresolved in

less than 12 hours

TICKETSCLOSED

PER MONTH12 000

TICKETSAUDITED

PER MONTH5%

Happyclients

Net Promoter78%

Client Care79%

Net Promoter

80%

70%

60%

50%

40%

30%

JUL

11

AU

G 1

1

SEP

11

OC

T 11

NO

V 1

1

DEC

11

JAN

12

FEB

12

MA

R 1

2

AP

R 1

2

MAY

12

FIRST TIMEFIX

Only senior’s ortier 2’s on theservice desk

How long do I have to wait?

One point of

contact

NUMBER OF CLIENTS: 350 (excluding branches)

NUMBER OF SERVERS: 750NUMBER OF WORKSTATIONS: 9055


MEASURING OUR PERFORMANCE

We are ISO 20000 and ITIL certified, which means that we are held to the highest standardsof best practice for an IT organisation. We want to be held accountable for maintaining thosestandards of performance, which is why we measure everything we do. Not only does it give us aregular gauge on how we’re doing, but it also allows us to act swiftly to address any issues thatmay arise, and importantly, to celebrate when we’re getting it right.


Situation

Delivering a differentiated support network with a highly ambitious and sophisticated brand strategy, Netsurit needed a way to create awareness of this company-wide to align their business around this central feature with the ultimate goal of ensuring the best possible customer touchpoint interaction.

Best Practice: Customer Journey Maps align brand strategy

To address the complex initiative to align the company strategy and refocus the company’s efforts on building exemplary touchpoint value.

To achieve this:

Netsurit briefed Picture-Based Training company Trainiac on their needs. Trainiac was commissioned and captured existing staff understanding insights. Before embarking on the research phase of its journey mapping process, Trainiac and Netsurit brought leaders and staff together to document their understanding of what the company and customer journey looked like. By plotting the customer journey and the individual touchpoints involved at each stage, they were able to identify the importance of the brand strategy in each area.

They then focused on building a holistic view of the customer journey. After gathering feedback from customers and internal stakeholders, Trainiac then embarked on building a comprehensive customer life cycle map.

The primary map contents encompassed the entire Netsurit world including client archetypes, branches, partners, employees, vendors, brand attributes, customer touchpoints, the dream space and a range of representative interactions.

Created journey maps for employee training. To engage employees throughout the organization in thinking more consistently about the customer

journey and how to apply the brand strategy in each area. These graphic vignettes make it easy for the company’s multilingual workforce to see and imagine the brand promise and customers’ experiences, without the need for translation. To extend the reach of these maps, Netsurit then created four additional focused infographics that explain the key aspects of the business in more detail.

The maps are not only for internal use, but are also used to enlighten clients on key issues such as how transition management is undertaken by their organisation and how Total Technology Value and Technology Value Mapping can help clients to understand their own businesses better and to ultimately ensure success.

They built momentum with their staff. In order to highlight the importance of understanding the Dreams of the Doers philosophy, Netsurit created a Dream Management Programme that supports the dreams of their employees. This initiative gives their staff a platform upon which they can actualize their potential and feel truly fulfilled. – The infographics allowed staff and clients to understand the process of mapping their dreams, and the meaning of supporting the dreams of the doers. The Dream Management Programme has been in effect within Netsurit for many years.

DREAMS PROGRAMMENetsurit supports all aspects of your life, ensuring thata healthy work-life balance is maintained. Netsurit provides the tools (monthly dreams groups, map4life books, dream coaches) for you to fulfil and reach your dreams. This balance is envisaged in the Wheel of Life. Achieving your dreams (habitat) starts with changing your habits.

PURPOSE

TOP 10

TOP 25

I NEED TOCHANGE

DREAMCOACHING

WHEEL OF LIFE

WE WILLSUPPORT

YOU EVERYSTEP OFTHE WAY

I CANDO THIS!

I’M ACTUALLYDOING IT!

FOLLOW ONECOURSE UNTIL

SUCCESS

CONGRATULATIONS!YOU MADE IT!

WHAT ISMY PURPOSE?

BRAINSTORM

PLAN

MONITOR

EXECUTE



Best practice results:more internal alignment, better experiences for staff and customers alike

Netsurit achieved several hard and soft results from its journey mapping efforts. In particular, the company has:

Further prioritised their business and brand strategy. Doing the work of breaking down the business into its smaller parts in order to create the infographics meant that Netsurit gained further insight into their own business.

Established a common language for employees. Before the introduction of customer journey maps, employees across the company had little understanding of the end-to-end customer experience. Standardised journey maps have given employees a common understanding of the company’s brand strategy and a common way to approach the customer experience.

Established the customer’s perception as the quality standard. Netsurit service on average 12 000 tickets per month, 5% of these tickets are audited to ensure that the company keeps a handle on what the experience feels like from the customer’s point of view. By mapping the customer journey and auditing the tickets, Netsurit highlighted the importance of every customer touch point.

Established a measurement standard. Through this mapping process, Netsurit were able to identify the additional areas of their business that allowed measurement. Netsurit measures their performance on a daily, weekly and monthly basis, this allows them to gauge how they are doing and also address issues; the infographics allow staff and clients to understand the measurable aspects that assist them in keeping to their service deliverance promise.

Achieved better staff retention. A better understanding of the brand promise and its resulting brand confidence combined with the culture of Supporting the Dreams of the Doers has led to a definite reduction in staff turnover. This is a direct result of staff living the brand, delivering on the Netsurit promise, growing as people and having good fun while they do it!

1. Handover2. Information gathering and take-on of project3. Assign Netsurit Account Manager and Transition Manager to client

TRANSITION MANAGEMENTTechnological challenges? Relocating your business?

Netsurit Transition Management process clearly defines the tasks and responsibilities to overcome challenges inherent to your business. We facilitate the process of stabilizing your business with minimal disruption.

TRANSITIONROADMAP

A

4. Client induction5. SLA explanation6. Training on how to log a call7. Risk identification

11. Best practice recommendations12. Software audit/check13. Server room health check

14. Reporting on SLA’s15. Further recommendations16. Hand-over to Netsurit Support team and Client Service (Acount Manager)

B

C

D

E

8. Securing network9. Data back-up, check and fix10. Monitor tools loaded (diagnostics)

Diagnostics

Data





TRANSITIONROADMAP

A




B

C

D

E


Diagnostics

Data





TRANSITIONROADMAP

A




B

C

D

E


Diagnostics

Data



Summary

When asked to sum up the experience of taking the Netsurit ecosystem and visually representing it in infographic form, CEO Orrin Klopper commented, “The process that was undertaken with Picture-Based Training company Trainiac offered huge insight into our business – it helped us to put the pieces together and to prioritise. These graphic representations of our business are so versatile that we use them in our induction presentations to new staff, on our website and in our new business presentations to potential clients. We have even gone so far as to have boards printed for our five top clients who have them up in their offices. What is patently clear is that people love pictures – although our message and brand strategy is not a simple one, translating what we do into pictures has made it simple to understand with the result being a newfound confidence in our brand from staff and clients alike”.

DREAMS PROGRAMMENetsurit supports all aspects of your life, ensuring thata healthy work-life balance is maintained. Netsurit provides the tools (monthly dreams groups, map4life books, dream coaches) for you to fulfil and reach your dreams. This balance is envisaged in the Wheel of Life. Achieving your dreams (habitat) starts with changing your habits.

PURPOSE

TOP 10

TOP 25

I NEED TOCHANGE

DREAMCOACHING

WHEEL OF LIFE

WE WILLSUPPORT

YOU EVERYSTEP OFTHE WAY

I CANDO THIS!

I’M ACTUALLYDOING IT!

FOLLOW ONECOURSE UNTIL

SUCCESS

CONGRATULATIONS!YOU MADE IT!

WHAT ISMY PURPOSE?

BRAINSTORM

PLAN

MONITOR

EXECUTE


FOUNDATIONAL

TECHNOLOGYSOLUTIONS

OPTIMISATION

TECHNOLOGYROADMAP

TECHNOLOGYVALUE

BUSINESSNEEDS

TOOLS ANDSTANDARDS

TOTAL TECHNOLOGY VALUE AND TECHNOLOGY VALUE MAPPINGWhen engaging with Netsurit there is a lot of value that wehelp you unlock. The first phase is through Total TechnologyValue (TTV). Netsurit uses the Technology Value Mapping (TVM)process to understand your business. The Enablement SolutionsPlatform (ESP) team are specialists who help interpret the TVMroadmap to solid technology solutions that enable yourbusiness to succeed.

OPERATIONAL

TACTICAL

STRATEGIC


FOUNDATIONAL

TECHNOLOGYSOLUTIONS

OPTIMISATION

TECHNOLOGYROADMAP

TECHNOLOGYVALUE

BUSINESSNEEDS

TOOLS ANDSTANDARDS

TOTAL TECHNOLOGY VALUE AND TECHNOLOGY VALUE MAPPINGWhen engaging with Netsurit there is a lot of value that wehelp you unlock. The first phase is through Total TechnologyValue (TTV). Netsurit uses the Technology Value Mapping (TVM)process to understand your business. The Enablement SolutionsPlatform (ESP) team are specialists who help interpret the TVMroadmap to solid technology solutions that enable yourbusiness to succeed.

OPERATIONAL

TACTICAL

STRATEGIC


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