12% 16% Faster full resolution time. Faster first reply time. Customers who use analytics are more responsive and effective

Size: px
Start display at page:

Download "12% 16% Faster full resolution time. Faster first reply time. Customers who use analytics are more responsive and effective"

Transcription

1 INSIGHTS

2 Customers who use analytics are more responsive and effective The average full resolution time is 60 hours. 16% means a savings of over 9 hours per ticket 12% 16% Faster first reply time Faster full resolution time For customers who actively use analytics vs. those who don t For customers who actively use analytics vs. those who don t Source: Zendesk Q benchmark

3 CHALLENGES OF CUSTOMER SERVICE LACK VISIBILITY SILOED UNDERVALUED Don t have a good way to measure customer service Hard to see impact of customer service to company goals Customer support is a cost center, not a differentiator

4 Meet, INSIGHTS

5 Insights makes data meaningful Know what s happening Track, measure, and optimize your support operations Gain greater context Understand the impact of your customer service to the bottom line Drive change Raise the profile of customer support within the whole company

6 Insights Know what s happening Track, measure, and optimize your support operations Gain greater context Understand the impact of your customer service to the bottom line Drive Raise the profile of customer support within the whole company

7 DRILL INTO AGENT PERFORMANCE Track every interaction and time agents spend working on each ticket

8 TRACK TIME SPENT ON EVERY TICKET Time tracking app allows for agent time submissions with reporting available with Insights

9 NickFriday Nick Alex Alex Saturday TRACK TIME SPENT ON EVERY TICKET Understand escalations and time spent on each touch Monday Tuesday Wednesday Thursday Friday Saturday

10 We need complete visibility into each ticket's lifecycle because every interaction is an opportunity for us to improve the customer s experience. Don Shufelt Vice President of Operations Republic Wireless Division of Bandwidth Technologies B2C, Service Provider

11 Insights makes data meaningful Know what s happening Track, measure, and optimize your support operations Gain greater context Understand the impact of your customer service to the bottom line Drive change Raise the profile of customer support within the whole company

12 GAIN GREATER CONTEXT Bring a customer s info, like revenue, into a Zendesk ticket or profile with Custom User and Organization fields Monthly Revenue

13 DRIVE DECISIONS BASED ON REVENUE Custom user/org fields reporting now available

14 We are a data driven company at Shopify. With Insights, we can use all of our customer support data to improve our products. Richard Hall Director of Revenue Operations Shopify B2B, retail e-commerce platform

15 Insights makes data meaningful Know what s happening Track, measure, and optimize your support operations Gain greater context Understand the impact of your customer service to the bottom line Drive change Raise the profile of customer support within the whole company

16 NET PROMOTER SCORE A metric to measure customer loyalty

17 A SIMPLE SURVEY TO YOUR CUSTOMERS Gather valuable feedback and gauge customer sentiment

18 NET PROMOTER SCORE Slice results by plan or product line United States Asia Europe Free Standard Premium VIP

19 APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC JAN FEB MAR APR MAY JUNE JULY First reply time (minutes) First reply time and NPS score trend by month MEASURE THE VALUE OF GREAT SUPPORT Compare NPS to time metrics to show impact NPS score First reply time

20 Having detailed information on customer engagement and agent performance makes our whole company more productive. Jeanette Gibson Vice President of Customer Success HootSuite B2B, social relationship platform

21

22 INSIGHTS best practices come ready industry benchmarks, pre-built dashboards and metrics...ready from day 1 meaningful datasets highly customizable, hundreds of metrics...tailor to your needs extended customer view report across a your customer engagement platform...all within Zendesk

23 Customer Success Stories

24 Customer Success Story: Shopify CUSTOMER Shopify, ecommerce platform enabling businesses to create online stores 40,000 customers in 90 countries Named by Fast Company as one of the ten most innovate retail companies CHALLENGE Scaling during rapid growth Limited reporting capabilities Inability to collect accurate data Inefficiency resulting from the need to use multiple systems and workarounds ZENDESK BENEFITS Zendesk is the right balance of proven solution and true partner. We choose vendors that we can partner and scale with. Richard Hall, Director of Revenue Operations at Shopify Provided single, organized system to manage all channels Ability to accurately collect data Increased customer satisfaction to 96% Improved reporting enables tracking of agent performance, trends, and customer support data to improve products

25 Customer Success Story: Adroll CUSTOMER AdRoll, global leader in digital advertising retargeting 15,000 customers in 133 countries Internal finance and external customer support use-cases Growth: started with 2 agents on Plus now at 32 agents on Enterprise CHALLENGE Scale support infrastructure during rapid growth Need for proactive support, rather than just reactive Lack of visibility and tracking across departments The best way we could sustain our growth was by being the voice of the customer. We have a very self service-oriented platform, and we want to make sure our customers are able to use it with ease. Sam Gurdus, Direct of Customer Delight at AdRoll ZENDESK BENEFITS Scaled along with the growth of the company and cross departmentally Cut first reply times in half Resolved 84% of tickets on first touch Improved data collection with Zendesk Insights Enabled automatic segmenting of inquires based on customer and channel Increased visibility using the light agent feature

26 Customer Success Story: Hootsuite CUSTOMER Hootsuite, a social media relationship platform for businesses More than 9 million users High analytics usage with 1,180 reports viewed per month 87.3 percent customer satisfaction rating CHALLENGE Difficulty collecting real-time data for fast decision-making Lack of information to prioritize tickets Need for measurement into the effectiveness customer satisfaction initiatives Insights makes us more of a productive and knowledgeable company, and gives us the ability to execute immediately. It gives us a better window to our agents and our customers, and helps us make better business decisions. Jeanette Gibson, Vice President of Customer ZENDESK BENEFITS Insights hourly data loads allows real-time monitoring Improved productivity and knowledge of agent performance Enhanced ability to benchmark Enabled sharing of information with the management via consistent reporting Success at Hootsuite

27 Customer Success Story: Republic Wireless CUSTOMER Republic Wireless, a service provider that sells Android-based smartphones engineered to work natively on WiFi Handling up to 1000 support tickets daily Recognized amongst carriers in the U.S. for great customer satisfaction CHALLENGE Difficulty understanding the reason behind stagnant customer satisfaction Keeping up with demand as the company scales Insufficient data for understanding the ticket lifecycle and agent performance We need complete visibility into each ticket's lifecycle because every interaction is an opportunity for us to improve the customer s experience. Zendesk Insights will give us the data we need to help us get better every single day. Doc Sufelt, Vice President of Operations at ZENDESK BENEFITS Enables smart staffing decisions based on the capacity and organizational skill sets Insights provides more context for understanding the lifecycle of a ticket Historical ticket data helps measure important metrics Complete visibility with granular details into customer interaction Republic Wireless

28 Customer Success Story: UTi CUSTOMER UTi, supply chain management company Global HR shared services use-case ~10,000 employees served across 313 offices and 245 logistics centers in 59 countries CHALLENGE Difficulty sharing information across a globally distributed organization Need to coordinate and manage cross-departmental projects and tasks Hard to keep a pulse on employee sentiment ZENDESK BENEFITS This tool [Zendesk] has really helped us to be able to support those field HR team members better, and provide them with the tools they need to be a better business partner with our employees. Noal Robinson, manager of the Shared Services at Uti Multi-channel support via , chat, web forms, or phone helps support HR team members in the field GoodData integration provides analytics on quality and quantity 98% internal customer satisfaction rating Help Center and triggers help streamline and route support tickets to the right team members

29 TECH SPECS: WHAT S NEW TO INSIGHTS

30 Insights makes data meaningful Ticket lifecycle ADVANCED ANALYTICS Snapshot of today s status total time to resolve a ticket INSIGHTS Event-based, historical, and contextual... how long the ticket spent with L1 before escalating to engineering Agent performance last agent to touch a ticket... every agent who touched the ticket, activity, escalations, and time spent Historical Backlog type of tickets in today s backlog... compared to backlog over the past year Contextual data User s Zendesk info... the quality of support offered to highest revenue accounts

31 THE NITTY GRITTY - MAJOR UPDATES TO INSIGHTS Feature Description CUSTOMER SUPPORT Agent Performance Ticket lifecycle Every ticket interaction, update, comment, or field change Historical data on any changes to escalations or priority Detailed and historical reporting on every ticket event and agent touch. Backlog history Slice by ticket status, age, channel, and priority Time tracking Use an app or manually sum up history in any field CUSTOMER ENGAGEMENT Add context to the interactions with tickets, people, and companies Custom user and org CSAT Net promoter score Report on unique characteristics about the person or org Analyze correlation with multiple metrics and over time Measure how loyal your customers are to your company

32 THE NITTY GRITTY -- MORE UPDATES TO INSIGHTS (Subtle but mighty) Features Description DATA VISUALIZATION New ways to filter, slice and present findings in functions and charts Interactive dashboards Functions Charts Instant use of best-practice metrics, filters, data sets Apply percentile, correlations, variance Scatter plots, bubble charts, waterfall diagrams, data explorers MORE Streamlined experience between Zendesk and GoodData Report on the newest features in Zendesk Unified user management Problem and incident Ticket forms and sharing agreements Seamless integration with the Zendesk product Slice data by incidents connected to a problem Report by ticket form used and sharing agreement

Dynamic Reallocation of Portfolio Funds

Dynamic Reallocation of Portfolio Funds Complete Perspective. Smart Decisions. #StrategicPMO Dynamic Reallocation of Portfolio Funds Ben Chamberlain Chief Product & Marketing Officer Ben.Chamberlain@umt360.com Agenda What s wrong with traditional

More information

Descartes End-to-end Vision for Ecommerce

Descartes End-to-end Vision for Ecommerce Descartes End-to-end Vision for Ecommerce Presenter: Gregor Walter April 2018 - Göteborg Safe Harbor Safe Harbor: Certain information in this presentation relates to currently planned or anticipated development

More information

The Definitive Buyer s Guide for a. Customer Success Platform

The Definitive Buyer s Guide for a. Customer Success Platform The Definitive Buyer s Guide for a Customer Success Platform Table of Contents Customer Success Platform Overview 3 Getting Started 4 Making the case 4 Priorities and problems 5 Key Components of a Successful

More information

CASE STUDY Telecommunications Provider Masters Customer Journeys with NICE Customer Engagement Analytics. Copyright 2017 NICE. All rights reserved.

CASE STUDY Telecommunications Provider Masters Customer Journeys with NICE Customer Engagement Analytics. Copyright 2017 NICE. All rights reserved. CASE STUDY Telecommunications Provider Masters Customer Journeys with NICE Customer Engagement Analytics TABLE OF CONTENTS The Challenge... 3 NICE CEA from IVRO to CJO... 4 IVRO Deployment... 4 CJO Deployment...

More information

5 Star London Hotels - Example Report

5 Star London Hotels - Example Report 5 Star London Hotels - Example Report January 2018 CONTENTS Your Benchmark Report Website Traffic Conversion Rates Ecommerce Performance AdWords Spend Your Traffic Index Your Conversion Rate Index Your

More information

The Service Desk Balanced Scorecard

The Service Desk Balanced Scorecard The Service Desk Balanced Scorecard Your Overall Measure of Service Desk Performance MetricNet Best Practices Series Your Speaker: Jeff Rumburg Co Founder and Managing Partner, MetricNet, LLC Winner of

More information

Business Intelligence Data Warehouse, BIDW SLE

Business Intelligence Data Warehouse, BIDW SLE Business Intelligence Data Warehouse, BIDW SLE Service Overview... 2 Service Features... 2 Service Warranty... 3 Support Model... 3 Support Hours and Initial Response Times... 4 Support Request Resolution

More information

Understanding Customer Experience Management. Five Essential Elements of a Comprehensive Approach

Understanding Customer Experience Management. Five Essential Elements of a Comprehensive Approach Understanding Customer Experience Management Five Essential Elements of a Comprehensive Approach Overview In this era of the referral economy, the customer experience has more influence than ever on the

More information

! "#$$%& MY BLOG 2014

! #$$%& MY BLOG 2014 !"#%& 2014 =/*55&- 789:/4; RESOLUNTIONS!"# 20(5< SMART GOAL: GOAL: GOAL: GOAL: Often people set resolutions and don t look at them again after the month of January. One way to make sure that you are actively

More information

Step-by-step CRM data analytics for sales teams. How to go beyond metrics and find actionable insights to improve sales performance

Step-by-step CRM data analytics for sales teams. How to go beyond metrics and find actionable insights to improve sales performance Step-by-step CRM data analytics for sales teams How to go beyond metrics and find actionable insights to improve sales performance On average, On average, Finding insights is hard don t make it any harder

More information

Customer Service Metrics That Matter

Customer Service Metrics That Matter Customer Service Metrics That Matter 1 Table of Contents SECTION NO. 01 Customer relationship metrics 04 SECTION NO. 02 Essential agent and team performance and efficiency metrics 12 SECTION NO. 03 Putting

More information

Why Partner with Loyalty360? 11% 23% 24% 30% 12% Loyalty360 reaches a wide variety of senior marketing professionals. TITLE BREAKDOWN INDUSTRY

Why Partner with Loyalty360? 11% 23% 24% 30% 12% Loyalty360 reaches a wide variety of senior marketing professionals. TITLE BREAKDOWN INDUSTRY MEDIA KIT 2018 Why Partner with Loyalty360? TITLE BREAKDOWN Loyalty360 reaches a wide variety of senior marketing professionals. Examples include: Chief Commercial Officer Chief Marketing Officer Chief

More information

Unleashing the Enormous Power of Call Center KPI s. Call Center Best Practices Series

Unleashing the Enormous Power of Call Center KPI s. Call Center Best Practices Series Unleashing the Enormous Power of Call Center KPI s Call Center Best Practices Series 27 Years of Call Center Benchmarking Data Global Database More than 3,700 Call Center Benchmarks 30 Key Performance

More information

Mobility, Smart Devices, BYOD Do You Have a Solution & Strategy?

Mobility, Smart Devices, BYOD Do You Have a Solution & Strategy? Steven Scheurmann- Sales Leader, Asia Pacific & Japan, Endpoint & Mobility 스마트보안 Mobility, Smart Devices, BYOD Do You Have a Solution & Strategy? Mobile is an enterprise priority Growth in Internet Connected

More information

How to modernize your ecommerce digital performance to improve customer experience

How to modernize your ecommerce digital performance to improve customer experience How to modernize your ecommerce digital performance to improve customer experience 2017 Dynatrace Executive Summary Today s consumers are tech and media savvy, with access to anything 24/7. They have high

More information

Digital crisis or redemption - The uncomfortable truth

Digital crisis or redemption - The uncomfortable truth 2017 Global Customer Experience (CX) Benchmarking Report Global APAC/Singapore comparison Digital crisis or redemption - The uncomfortable truth accelerate your ambition 20 years of benchmarking Broader

More information

IF YOU WERE LIKE US, THEN YOU RE OVER USING ALL THESE PROGRAMS JUST TO GET TO KNOW YOUR CUSTOMER.

IF YOU WERE LIKE US, THEN YOU RE OVER USING ALL THESE PROGRAMS JUST TO GET TO KNOW YOUR CUSTOMER. PITCH PRESENTATION 2017 DISCLOSURE This document does not constitute an offer to sell or a solicitation of an offer to buy any securities. This document is an outline of matters for discussion only and

More information

NETSUITE CRM+ Powerful CRM that Drives the Complete Customer Lifecycle

NETSUITE CRM+ Powerful CRM that Drives the Complete Customer Lifecycle NETSUITE CRM+ Powerful CRM that Drives the Complete Customer Lifecycle Today s successful companies are agile and responsive to their customer s needs. Where possible, they ve replaced manual processes

More information

Infor Service Management for manufacturing and distribution

Infor Service Management for manufacturing and distribution Manufacturing and distribution Infor Service Management for manufacturing and distribution Provide exceptional service Providing fast, responsive service isn t easy especially when your industry is technical,

More information

Call Center Benchmark India

Call Center Benchmark India Call Center Benchmark India Outsourced Call Centers Report Contents Benchmarking Overview Page 2 KPI Statistics and Quartiles Page 8 Benchmarking Scorecard and Rankings Page 13 Detailed Benchmarking Data

More information

Workspace ONE. Insert Presenter Name. Empowering a Digital Workspace. Insert Presenter Title

Workspace ONE. Insert Presenter Name. Empowering a Digital Workspace. Insert Presenter Title Workspace ONE Empowering a Digital Workspace Insert Presenter Name Insert Presenter Title Every dimension of our lives is GOING DIGITAL 2 Consumerization is driving DIGITAL TRANSFORMATION Modern Workforce

More information

ServiceMax Field Service Management Imagine service delivery that drives revenue growth, and not just satisfies customers, but delights them

ServiceMax Field Service Management Imagine service delivery that drives revenue growth, and not just satisfies customers, but delights them ServiceMax Field Service Management Imagine service delivery that drives revenue growth, and not just satisfies customers, but delights them Field service is a massive and growing industry, powered by

More information

ServInsights. Turn Multi-channel Analytics on. Unlock Real Business Value from Customer Interactions.

ServInsights. Turn Multi-channel Analytics on. Unlock Real Business Value from Customer Interactions. ServInsights Turn Multi-channel Analytics on Unlock Real Business Value from Customer Interactions www.servion.com Today s customers are more empowered than ever before. They are digitally savvy, demanding,

More information

CASE STUDY. Levi s Excels with World Class Retail Execution - It s In Their Jeans

CASE STUDY. Levi s Excels with World Class Retail Execution - It s In Their Jeans CASE STUDY Levi s Excels with World Class Retail Execution - It s In Their Jeans 1 COMPANY: LEVI S Levi Strauss & Co., referred to simply as Levi s, was founded nearly 150 years ago in 1873. Levi s is

More information

An Enterprise Guide to 21 st Century Customer Engagement. June, 2012

An Enterprise Guide to 21 st Century Customer Engagement. June, 2012 An Enterprise Guide to 21 st Century Customer Engagement June, 2012 Table of Contents Key Considerations for the Enterprise... 3 New May Not Replace the Old... 3 Mobile Technology... 4 Moving Beyond Customer

More information

NETSUITE FOR MANUFACTURERS

NETSUITE FOR MANUFACTURERS NETSUITE FOR MANUFACTURERS NetSuite s cloud-based financials/erp and omnichannel commerce software suite is the best choice for manufacturers wanting a complete business solution. Its comprehensive functionality,

More information

Trusted Analytics An Analytical Framework That Aligns Your Organization For Better Decision Making

Trusted Analytics An Analytical Framework That Aligns Your Organization For Better Decision Making Trusted Analytics An Analytical Framework That Aligns Your Organization For Better Decision Making 1 Contents ZAP Enterprise Analytics... 3 Sales... 4 Benefits for Sales Teams.... 5 Metric Highlights....

More information

Exclusive Voice of the Customer framework for smart CX managers: Delivering world-class customer experience every step of the way

Exclusive Voice of the Customer framework for smart CX managers: Delivering world-class customer experience every step of the way Exclusive Voice of the Customer framework for smart CX managers: Delivering world-class customer experience every step of the way VoC programs enable you to engage with customers at key points across the

More information

Field Service Management: Strategies to Improve Profit and Customer Loyalty

Field Service Management: Strategies to Improve Profit and Customer Loyalty Whitepaper May 2017 Field Service Management: Strategies to Improve Profit and Customer Loyalty Section 01 Synopsis This paper is for companies that provide service for installed equipment and machinery

More information

How to Improve Healthcare Payer Operations with Data

How to Improve Healthcare Payer Operations with Data How to Improve Healthcare Payer Operations with Data Andy Dé, Senior Industry Director for Healthcare and Life Sciences The Root Cause for Better Care More than ever, the healthcare industry is challenged

More information

KNOWLEDGE MANAGEMENT BEST PRACTICES FOR CUSTOMER SUPPORT

KNOWLEDGE MANAGEMENT BEST PRACTICES FOR CUSTOMER SUPPORT KNOWLEDGE MANAGEMENT BEST PRACTICES FOR CUSTOMER SUPPORT PART 3 - KNOWLEDGE MANAGEMENT 2.0 WHAT YOU LL LEARN Knowledge management is a powerful concept that encompasses many areas. We take a deep dive

More information

2 MOMENTS THAT MATTER COPYRIGHT 2017 ACCENTURE. ALL RIGHTS RESERVED.

2 MOMENTS THAT MATTER COPYRIGHT 2017 ACCENTURE. ALL RIGHTS RESERVED. There are many important moments during a customer s tenure with a brand. Customers are continuously considering and evaluating which new and latest services and products are best suited for themselves

More information

The Evolution of the HR Business Partner

The Evolution of the HR Business Partner The Evolution of the HR Business Partner A Discussion of the Changing Role of the HR Business Partner in a Shared Services Model June 2015 Copyright 2015 ScottMadden, Inc. All rights reserved. Agenda About

More information

The Five Critical SLA Questions

The Five Critical SLA Questions STERLING COMMERCE WHITE PAPER The Five Critical SLA Questions What you need to know before you define your managed file transfer service level agreements Introduction A Service Level Agreement (SLA) is

More information

ConvergeOne Eases UC Growing Pains With Nectar s Advanced UCMP Monitoring and Diagnostics Capabilities

ConvergeOne Eases UC Growing Pains With Nectar s Advanced UCMP Monitoring and Diagnostics Capabilities ConvergeOne CASE STUDY ConvergeOne Eases UC Growing Pains With Nectar s Advanced UCMP Monitoring and Diagnostics Capabilities 1 ConvergeOne Leveraging Nectar UC Diagnostics for Real-Time, Cross-Platform

More information

Sugar Product Brief. Create better business relationships.

Sugar Product Brief. Create better business relationships. Sugar Product Brief Setting your business apart from your competition begins with better customer experiences. Sugar empowers your entire organization to build better business relationships by consistently

More information

See the Latest CRM/Dynamics 365 Omnichannel Solution

See the Latest CRM/Dynamics 365 Omnichannel Solution See the Latest CRM/Dynamics 365 Omnichannel Solution 17 th April, 2018 Agenda Welcome and Introductions What s Trending? Live Assist for Dynamics 365 Demo Use Cases Getting Started Q&A 2 Bring enterprise

More information

ABB ServicePro 4.0 Service Management System

ABB ServicePro 4.0 Service Management System ABB ServicePro 4.0 Service Management System Presented by Paul Radcliffe PS Service June 6, 2014 Slide 1 Questions customers ask How successful is my maintenance program? - Am I performing the right PM

More information

Multimedia Cloud Contact Center E-Guide: A Must Read Powerful Purchasing Guide

Multimedia Cloud Contact Center E-Guide: A Must Read Powerful Purchasing Guide Multimedia Cloud Contact Center E-Guide: A Must Read Powerful Purchasing Guide Forward Thinking Many companies are attempting to shift their operating model to improve value and customer experience in

More information

USING CRM TO ENHANCE MEMBER SERVICES. AGRIP Governance & Leadership Conference

USING CRM TO ENHANCE MEMBER SERVICES. AGRIP Governance & Leadership Conference USING CRM TO ENHANCE MEMBER SERVICES AGRIP Governance & Leadership Conference In This Session Defining the need for an effective CRM System Are commercial systems a good fit for pooling? What data your

More information

NETSUITE FOR RETAIL Designed to Satisfy Your Omnichannel Shoppers

NETSUITE FOR RETAIL Designed to Satisfy Your Omnichannel Shoppers NETSUITE FOR RETAIL Designed to Satisfy Your Omnichannel Shoppers Why Run Your Retail Business on NetSuite? Today s consumers are more demanding than ever. They want to shop whenever and however they please

More information

DEVELOPING AN OMNI-CHANNEL STRATEGY TO CREATE GREAT EXPERIENCES

DEVELOPING AN OMNI-CHANNEL STRATEGY TO CREATE GREAT EXPERIENCES DEVELOPING AN OMNI-CHANNEL STRATEGY TO CREATE GREAT EXPERIENCES HOW OMNI-CHANNEL STRATEGIES AND DEFINITIONS ARE EVOLVING the evolution of omni-channel MULTI-CHANNEL CROSS-CHANNEL OMNI-CHANNEL OMNI-CHANNEL

More information

Call Center Best Practices

Call Center Best Practices Call Center Best Practices The Road to World Class Performance! MetricNet Best Practices Series 27 Years of Call Center Benchmarking Data Global Database More than 3,700 Call Center Benchmarks 30 Key Performance

More information

4 Crucial Trends for the 2018 Holiday Retail Season

4 Crucial Trends for the 2018 Holiday Retail Season 4 Crucial Trends for the 2018 Holiday Retail Season Executive Summary It s the most wonderful time of the year. No, not the holidays. Rather, we mean this post-holiday moment, when retailers assess the

More information

Sage CRM I White Paper

Sage CRM I White Paper I White Paper Enhance Your Business Relationships With The Premier Provider of Effective Business Software Solutions National Presence, Local Touch 1.800.4.BLYTHE www.blytheco.com Accelerate Your Performance

More information

THE BUSINESS LEADER S GUIDE TO. Becoming a Social Business

THE BUSINESS LEADER S GUIDE TO. Becoming a Social Business THE BUSINESS LEADER S GUIDE TO Becoming a Social Business Introduction Customers expect personalized, one-to-one interactions whenever and wherever they interact with your brand and a growing number of

More information

The Future of Accounts Payable

The Future of Accounts Payable May 7-9, 2017 Disney s Yacht & Beach Club Resorts, Florida The Future of Accounts Payable Presented by: Mark Brousseau May 7-9, 2017 Disney s Yacht & Beach Club Resorts, Florida Accounts Payable Automation

More information

UNDERSTANDING THE NEED FOR A HELP DESK SOLUTION. How to select the right help desk solution for your organization

UNDERSTANDING THE NEED FOR A HELP DESK SOLUTION. How to select the right help desk solution for your organization UNDERSTANDING THE NEED FOR A HELP DESK SOLUTION How to select the right help desk solution for your organization UNDERSTANDING THE NEED FOR A HELP DESK SOLUTION INTRODUCTION Every business, no matter which

More information

Multi-channel support made-to-order with Zendesk

Multi-channel support made-to-order with Zendesk Multi-channel support made-to-order with Zendesk Contents 03 Introduction More channels doesn t mean more problems 04 Satisfy customer cravings with the right channel mix Convenience Context Complexity

More information

CMO Challenges Today: How Are They Reacting?

CMO Challenges Today: How Are They Reacting? DIGITAL MARKETING Building deeper consumer relationships through experience contextualization and personalization, analytics for insights-driven action, and digital program execution for superior ROI.

More information

SESSION 405 Tuesday, November 3, 10:00am - 11:00am Track: Industry Insights

SESSION 405 Tuesday, November 3, 10:00am - 11:00am Track: Industry Insights SESSION 405 Tuesday, November 3, 10:00am - 11:00am Track: Industry Insights Major Incident Management: From Inhibitor to Enabler Nicole Skibinski Manager, Service Assurance, Spectrum Health nicole.skibinski@spectrumhealth.org

More information

BI360 for Professional Services Companies

BI360 for Professional Services Companies BI360 for Professional Services Companies BI360 Examples from the Professional Services Demo Model A Solver Vertical Industry White Paper Jan 2016 solverusa.com Copyright 2016 Table of Contents Introduction...

More information

VMO Startup Guide How to Launch a Vendor Management Office and Get It Right the First Time

VMO Startup Guide How to Launch a Vendor Management Office and Get It Right the First Time Page 1 . How to Launch a Vendor Management Office and Get It Right the First Time By: Rafael Marrero, SCPM, Lean Six Sigma Master Black Belt CEO, Rafael Marrero & Company Once your organization reaches

More information

The Inner Circle Guide to Mobile Customer Service

The Inner Circle Guide to Mobile Customer Service The Inner Circle Guide to Mobile Customer Service The rapidly decreasing cost of mobile bandwidth, coupled with the huge improvements in mobile network capabilities means that businesses can be ambitious

More information

Five-Star End-User Experiences Require Unified Digital Experience Management

Five-Star End-User Experiences Require Unified Digital Experience Management White Paper Five-Star End-User Experiences Require Unified Digital Experience Management Why traditional network and application performance management needs to evolve to support today s digital enterprise.

More information

NCR ALOHA RESTAURANT SOLUTIONS For Quick Service Restaurants

NCR ALOHA RESTAURANT SOLUTIONS For Quick Service Restaurants NCR ALOHA RESTAURANT SOLUTIONS For Quick Service Restaurants For more information visit ncr.com/hospitality or contact us at hospitality.information@ncr.com Operate with efficiency. Manage the operation.

More information

Aligning Process Redesign and Change Management with Project Management (System Implementation Projects)

Aligning Process Redesign and Change Management with Project Management (System Implementation Projects) Aligning Redesign and Change Management with Project Management (System Implementation Projects) Kim Brant-Lucich Director of Redesign St. Joseph Health System Information Services HIMSS 2009: Project

More information

Operationalizing NPS Benchmarks. How to Use Comparative Data to Drive Customer Experience Success

Operationalizing NPS Benchmarks. How to Use Comparative Data to Drive Customer Experience Success Operationalizing NPS Benchmarks How to Use Comparative Data to Drive Customer Experience Success Overview Net Promoter Score (NPS ) has become the most widely accepted measure of customer loyalty and retention.

More information

[ know me ] A Strategic Approach to Customer Engagement Optimization

[ know me ] A Strategic Approach to Customer Engagement Optimization [ know me ] A Strategic Approach to Customer Engagement Optimization A Verint White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business

More information

MASERGY CUSTOMER SUCCESS STORY

MASERGY CUSTOMER SUCCESS STORY MASERGY CUSTOMER SUCCESS STORY Masergy Differentiates Itself with Unmatched Customer Service Masergy is a global IT service provider that offers hybrid networking, managed security, and cloud communications

More information

drive Introduction to an ITSM Business Plan

drive Introduction to an ITSM Business Plan drive Introduction to an ITSM Business Plan Tore Brynaa Business Solution Manager, BMC Software 1 What can be a business plan? A desired goal or set of goals What cannot be a business plan? We want to

More information

reasons to invest in a CMMS

reasons to invest in a CMMS 11 reasons to invest in a CMMS 11 reasons to invest in a CMMS 1. Effectively plan preventive maintenance The purpose of preventive maintenance (PM) is to plan scheduled inspections so that defects are

More information

S4B SOLUTIONS GUIDE. Your Guide to Successful Mobile Integration with UC

S4B SOLUTIONS GUIDE. Your Guide to Successful Mobile Integration with UC S4B SOLUTIONS GUIDE Your Guide to Successful Mobile Integration with UC Introduction Unified Communications (UC) has transformed the way enterprises do business. Converging voice and data on the same network

More information

SOCIAL CUSTOMER. Etiquette SERVICE. Your guide for engaging as a person, not a logo

SOCIAL CUSTOMER. Etiquette SERVICE. Your guide for engaging as a person, not a logo Your guide for engaging as a person, not a logo 1 Introduction 2 Do: Move Social into Your Call Center 3 Don t: Delay Your Response 4 Do: Measure the Impact of Your Efforts 5 Don t: Push Customers to a

More information

Transform data into insight and action with Adaptive BI

Transform data into insight and action with Adaptive BI Transform data into insight and action with Adaptive BI Making Technology Work Project Portfolio Management Do the right projects, do them right Modern Intranet Synergize, organize and innovate with an

More information

The App Economy Requires Mainframe Intelligence

The App Economy Requires Mainframe Intelligence The App Economy Requires Mainframe Intelligence Digital Transformation and the Mainframe Today, customer experience is paramount to business survival. Frankly, every interaction whether with a bank or

More information

CRITICAL COMPONENTS TO ACHIEVING THE PERFECT ORDER

CRITICAL COMPONENTS TO ACHIEVING THE PERFECT ORDER CRITICAL COMPONENTS TO ACHIEVING THE PERFECT ORDER Critical Components to Achieving the Perfect Order Read Time: 10 minutes CRITICAL COMPONENTS TO ACHIEVING THE PERFECT ORDER Businesses must constantly

More information

The Call Center Balanced Scorecard

The Call Center Balanced Scorecard The Call Center Balanced Scorecard Your Overall Measure of Call Center Performance! MetricNet Best Practices Series Some Common Call Center KPIs Cost Cost per Contact Cost per Minute of Handle Time Quality

More information

The Digital Maturity Model & Metrics Accelerating Digital Transformation

The Digital Maturity Model & Metrics Accelerating Digital Transformation White Paper The Digital Maturity Model & Metrics Accelerating Digital Transformation Prepared by Sandra O'Boyle Senior Analyst, Heavy Reading www.heavyreading.com on behalf of www.huawei.com October 2016

More information

(Page 1 of 3) 68% of full-service customers with a smartphone use a mobile application to contact/monitor their carrier regarding service issues.

(Page 1 of 3) 68% of full-service customers with a smartphone use a mobile application to contact/monitor their carrier regarding service issues. J.D. Power and Associates Reports: Satisfaction with Wireless Carriers Customer Care Is Higher among Customers with Mobile Shared Plans than among Those with Traditional Individual Service Offerings Verizon

More information

ITIL in the Workplace The Practical Application of a Best Practice Framework Susan Ryan April 3, 2009 Agenda Hello! Why IT Service Management? ITIL 101 Maturity Assessment and Roadmaps Project Foundation

More information

7 Ways BetterCloud s IT team uses Zendesk to increase productivity.

7 Ways BetterCloud s IT team uses Zendesk to increase productivity. 7 Ways BetterCloud s IT team uses Zendesk to increase productivity. Introduction Contents 01 02 03 04 05 06 07 Use triggers to automatically CC the whole IT team if a ticket is high priority Use tags to

More information

The ROI of ITSM Know Your Financial Impact!

The ROI of ITSM Know Your Financial Impact! The ROI of ITSM Know Your Financial Impact! Jeff Rumburg Managing Partner MetricNet, LLC 28 Years of Service and Support Benchmarks Global Database More than 3,700 IT Service and Support Benchmarks 70+

More information

NETSUITE SUITEPEOPLE. An HR System That Puts People at the Core

NETSUITE SUITEPEOPLE. An HR System That Puts People at the Core NETSUITE SUITEPEOPLE An HR System That Puts People at the Core SuitePeople is a Human Resources (HR) offering natively built on NetSuite s unified cloud suite. Now businesses have a single platform to

More information

Mobile Marketing and. In the B2B marketplace, mobile is. By Robert Archacki, Kate Protextor, Gaby Barrios, and Nicolas De Bellefonds

Mobile Marketing and. In the B2B marketplace, mobile is. By Robert Archacki, Kate Protextor, Gaby Barrios, and Nicolas De Bellefonds Mobile Marketing and the New B2B Buyer By Robert Archacki, Kate Protextor, Gaby Barrios, and Nicolas De Bellefonds In the B2B marketplace, mobile is moving fast. Despite the complexity of B2B purchasing,

More information

The Segment of One. Utilizing One-to-One Marketing to Enrich the Customer Experience. An NGDATA White Paper

The Segment of One. Utilizing One-to-One Marketing to Enrich the Customer Experience. An NGDATA White Paper Utilizing One-to-One Marketing to Enrich the Customer Experience An NGDATA White Paper Executive Summary One-to-one marketing is a customer relationship management strategy that centers on personalized

More information

NVIDIA AND SAP INDUSTRY CHALLENGES INTEGRATED SOLUTION

NVIDIA AND SAP INDUSTRY CHALLENGES INTEGRATED SOLUTION NVIDIA AND SAP ACCELERATING ENTERPRISE INTELLIGENCE Deep learning is a collection of statistical machine learning techniques that is transforming every digital business. Applications using deep learning

More information

UNIFIED, CLOUD-BASED OMNICHANNEL COMMERCE SOFTWARE FOR RETAILERS AND BRANDED MANUFACTURERS

UNIFIED, CLOUD-BASED OMNICHANNEL COMMERCE SOFTWARE FOR RETAILERS AND BRANDED MANUFACTURERS UNIFIED, CLOUD-BASED OMNICHANNEL COMMERCE SOFTWARE FOR RETAILERS AND BRANDED MANUFACTURERS 1 WHY KIBO COMPREHENSIVE, CLOUD-BASED COMMERCE SOFTWARE THAT EMPOWERS USERS, GROWS SALES, AND EVOLVES WITH THE

More information

Adobe Experience Manager Forms

Adobe Experience Manager Forms Adobe Experience Manager Forms Capability Spotlight Adobe Experience Manager Forms Transform complex form and document transactions into simple, engaging digital experiences anytime, anywhere, on any device.

More information

IBM Customer Analytics Five best practices for understanding customer journeys

IBM Customer Analytics Five best practices for understanding customer journeys IBM Customer Analytics Five best practices for understanding customer journeys Organizations can increase loyalty, retention and sales by truly comprehending the paths customers travel over time and across

More information

AT&T Mobile Barcode Services

AT&T Mobile Barcode Services AT&T Mobile Barcode Services Powered by Scan-Life Table of Contents 1.0 Industry Trends Scan Engagement Reasons for Scanning Mobile Activity Smartphone User Profile Smartphone Users Scan Data 2.0 Transformation

More information

2016 Ventana Research

2016 Ventana Research 1 2016 Ventana Research CX Best Practices Richard Snow Vice President & Research Director 28 th September 2016 2 2016 Ventana Research Introduction Share with you some of the results from my recent benchmark

More information

HR s Role in Culture Change. FTI Consulting A Case Study

HR s Role in Culture Change. FTI Consulting A Case Study HR s Role in Culture Change FTI Consulting A Case Study April 2017 Culture is as critical as strategy and organization All three must be in sync How a company wins in a market Coherent Business Strategy

More information

Engage your customer experience with Cisco Meraki! Menelaos Makrigiannis, Sales Director, SiEBEN

Engage your customer experience with Cisco Meraki! Menelaos Makrigiannis, Sales Director, SiEBEN Engage your customer experience with Cisco Meraki! Menelaos Makrigiannis, Sales Director, SiEBEN SiEBEN We LEAD by numbers.. 2000 SiEBEN Founding Year Greece 100 Expert Employees 2Subsidiaries Xparity

More information

Profitics Retail Analytics

Profitics Retail Analytics Profitics Retail Analytics Profitics Retail Analytics Suite A powerful retail-focused tool kit to optimize merchandise decision-making and streamline workflows Optimize pricing, promotions and markdowns

More information

1. Search, for finding individual or sets of documents and files

1. Search, for finding individual or sets of documents and files WHITE PAPER TURNING UNSTRUCTURED TEXT INTO INSIGHT Extending Business Intelligence With Text Analysis and Search EXECUTIVE SUMMARY While traditional business intelligence (BI) has transformed business

More information

The Power of Visibility: Driving a Lean-Agile Transition. Kelley Horton Director, Corporate IT Program Management Office

The Power of Visibility: Driving a Lean-Agile Transition. Kelley Horton Director, Corporate IT Program Management Office The Power of Visibility: Driving a Lean-Agile Transition Kelley Horton Director, Corporate IT Program Management Office The Power of Visibility - Agenda About Premier, Inc. Why we transitioned to Lean-Agile

More information

Service Level Agreement Policy. Table of Contents

Service Level Agreement Policy. Table of Contents Table of Contents Service Level Agreement... 3 Definition of What a Service Level Agreement is... 3 Sample Service Level Agreement... 4 Assumptions... 4 Service Stakeholders... 5 Service Scope... 5 IT

More information

Alert by MicroStrategy

Alert by MicroStrategy Alert by MicroStrategy Go native, fast! Deliver a branded customer engagement app, complete with native shopping, in just weeks. Minesh Mehta Vice President May 14, 2014 Magento s Imagine A transformation

More information

Marketing Automation and CRM Integration. How and Why Marketing Automation and CRM Integration is Necessary for Success

Marketing Automation and CRM Integration. How and Why Marketing Automation and CRM Integration is Necessary for Success Marketing Automation and CRM Integration How and Why Marketing Automation and CRM Integration is Necessary for Success The single most important criteria for sales and marketing success is the alignment

More information

Asset Performance Management from GE Digital. Enabling intelligent asset strategies to optimize performance

Asset Performance Management from GE Digital. Enabling intelligent asset strategies to optimize performance Asset Performance Management from GE Digital Enabling intelligent asset strategies to optimize performance How can you make your operation safer and more reliable while helping to ensure optimal performance

More information

VULNERABILITY MANAGEMENT BUYER S GUIDE

VULNERABILITY MANAGEMENT BUYER S GUIDE VULNERABILITY MANAGEMENT BUYER S GUIDE VULNERABILITY MANAGEMENT BUYER S GUIDE 01 Introduction 2 02 Key Components 3 03 Other Considerations 10 About Rapid7 11 01 INTRODUCTION Exploiting weaknesses in browsers,

More information

NUANCE COMMUNICATIONS CUSTOMER SUCCESS STORY

NUANCE COMMUNICATIONS CUSTOMER SUCCESS STORY NUANCE COMMUNICATIONS CUSTOMER SUCCESS STORY The Closed Loop Feedback Process Proves to Be a Valuable Tool for Resolving Customer Issues in a Timely Manner, Leading to Increased Customer Loyalty and Satisfaction

More information

Trusted by more than 150 CSPs worldwide.

Trusted by more than 150 CSPs worldwide. RAID is a platform designed for Communication Service Providers that want to leverage their data assets to improve business processes and gain business insights, while at the same time simplify their IT

More information

MiCloud Engage Contact Center

MiCloud Engage Contact Center MiCloud Engage Contact Center Deliver exceptional customer experiences Key Features Instant Provisioning Advanced Flow Designer Intelligent Multi-Channel Routing Real-Time & Historical Reporting Custom

More information

CUSTOMER EXPERIENCE: REAL BENEFITS FOR FINANCIAL INSTITUTIONS. by David Tilson

CUSTOMER EXPERIENCE: REAL BENEFITS FOR FINANCIAL INSTITUTIONS. by David Tilson REAL BENEFITS FOR FINANCIAL by David Tilson After turning off the radio, Peggy took a long sip from her coffee. Before emerging from the comfort of her car for a long walk into the Building that housed

More information

Inside magazine issue 15 Part 01 - New strategies. 24 h

Inside magazine issue 15 Part 01 - New strategies. 24 h 24 h 22 How to integrate Customer Experience into a real Business Case Ronan Vander Elst Partner Deloitte Digital Nicolas Vauclin Manager Deloitte Digital In today s increasingly customer-centric world,

More information

Transform your omni-channel contact center into a strategic business asset that improves performance through predictive analytics.

Transform your omni-channel contact center into a strategic business asset that improves performance through predictive analytics. PRODUCT OVERVIEW BRIEF BroadSoft CC-One Transform your omni-channel contact center into a strategic business asset that improves performance through predictive analytics. While operational efficiency will

More information