Making Customer Service a Team Sport. Tom Kopyciok Solutions Consulting Lead ServiceNow Customer Service Management Business Unit

Transcription

1 Making Customer Service a Team Sport Tom Kopyciok Solutions Consulting Lead ServiceNow Customer Service Management Business Unit

2 Safe Harbor This presentation contains forward looking statements that are based on our management s beliefs and assumptions and on information currently available to management. We intend for such forward looking statements to be covered by the safe harbor provisions for forward looking statements contained in the U.S. Private Securities Litigation Reform Act of Forward looking statements include information concerning our possible or assumed strategy, future operations, financing plans, operating model, financial position, future revenues, projected costs, competitive position, industry environment, potential growth opportunities, potential market opportunities, plans and objectives of management and the effects of competition. Forward looking statements include all statements that are not historical facts and can be identified by terms such as anticipates, believes, could, seeks, estimates, expects, intends, may, plans, potential, predicts, projects, should, will, would or similar expressions and the negatives of those terms, although not all forward looking statements contain these identifying words. Forward looking statements involve known and unknown risks, uncertainties and other factors that may cause our actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied by the forward looking statements. We cannot guarantee that we actually will achieve the plans, intentions, or expectations disclosed in our forward looking statements and you should not place undue reliance on our forward looking statements. Forward-looking statements represent our management s beliefs and assumptions only as of the date of this presentation. We undertake no obligation, and do not intend to update these forward looking statements, to review or confirm analysts expectations, or to provide interim reports or updates on the progress of the current financial quarter. Further information on these and other factors that could affect our financial results are included our filings we make with the Securities and Exchange Commission. This presentation includes certain non GAAP financial measures as defined by SEC rules. We have provided a reconciliation of those measures to the most directly comparable GAAP measures in the Appendix. The information in this presentation on new products, features, or functionalities is intended to outline ServiceNow s general product direction and should not be included in making a purchasing decision. The information on new products, features, functionalities is for informational purposes only and may not be incorporated into any contract. The information on new products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow s sole discretion.

3 Speaker Introduction NAME: Tom Kopyciok TITLE: Solutions Consulting Lead Customer Service Management ANZ FUNCTION: Solution Consultant COMPANY: ServiceNow EXPERIENCE: Circa 10 years in customer service applications in both delivery/implementation and presales roles EXPERTISE: Customer Service, CRM Sales, Marketing Automation, Telephony & CTI, Subscription Billing CURRENT PROJECTS: Working with organisations in APJ to help deliver and transform customer service to help organisations improve customer experience

4 ServiceNow Customer Service Management EFFORTLESS Automate and personalise self-service CONNECTED Assign and resolve issues PROACTIVE Monitor and prevent issues

5 How Does It Work? Resolve Customer Issues at Lightspeed Reduce Case Volume With Self-Service Assign Tasks Across the Enterprise Make It Easy for Customers to Engage Monitor for Issues, Create Cases Automatically Fix Issues to Prevent Future Calls

6 1. Make It Easy for Customers to Engage Contact centre management Omni-channel engagement: , phone, chat, social media, mobile Contract and entitlement management Intelligent routing to get cases to the right agent or technician

7 2. Reduce Case Volume With Self-Service Personalised portal experience Service catalog for recurring requests Intelligent automation and visual workflow Information on demand with Communities and knowledgebase

8 3. Monitor for Issues and Create Cases Automatically Monitoring health of customers products and services with IoT Issue identification and notification with event management Auto-creation of cases and routing for diagnosis and resolution

9 4. Assign Tasks Across the Enterprise Accountability with task assignment to other departments Visibility into status with Visual Task Board Integrated Field Service, Project Portfolio Management, and Asset Management

10 5. Prevent Future Calls Resolution of root cause of issues with Problem and Change Management Preemptive notifications to customers with Targeted Communications Trend prediction with Performance Analytics Contract penalty avoidance

11 Customer Service Management From ServiceNow Powering Customer Service for the Digitally Connected Economy Omni-Channel Engagement Customer Service Processes Phone Chat Customer Case Account Contact and Consumer Contract Entitlement Product Field Service Work Order SMS Portal and Communities Knowledge Catalog Survey Publications Incident - Problem - Change - SLA - CMDB - Asset - Workflow - Collaboration - Mobile - Analytics - API Service Management Infrastructure

12 SERVICENOW CUSTOMER SERVICE MANAGEMENT Customer retention has increased, driving $6.5M in revenue. Ian Ashby, SVP Global Support

13 SERVICENOW CUSTOMER SERVICE MANAGEMENT 65% of our cases are now opened in the customer selfservice portal. Eyal Lubin, Service Operations Director

14 SERVICENOW CUSTOMER SERVICE MANAGEMENT Driving up customersubmitted cases is not only a cost-savings for us but a better customer experience. Doug Folsom, CIO

15 SERVICENOW CUSTOMER SERVICE MANAGEMENT First call resolution has increased and mean-time-to-resolution has decreased, helping raise customer satisfaction by 20%. Andy Luckham, VP, Customer Operations

16 Hear From Telstra About Customer Service Management 1:45pm 2:15pm Cockle Bay 2

17 JAKARTA What s New? 17

18 ServiceNow Communities Now, Customer Service Is a Team Sport N O W A V A I L A B L E Personalise a self-service experience Engage with peers and experts Act on customer insights Place screenshot here

19 Communities Extend Customer Service Portal With a Ready-to-Use Online Community to Serve Customers and Partners While Gaining Insights Provide multiple forums Integrates with Service Portal profiles View current activity at-a-glance

20 KNOWLEDGE MANAGEMENT Enhancements for Customer Service Management Speed Resolution With Article Versioning, Subscriptions, and Improved Search Filters Subscribe to KBs or articles New filter options

21 FIELD SERVICE MANAGEMENT Time and Skills Management Updates Resolve Issues Faster by Optimising Technicians Schedules and Simplifying Info Collection Team Calendar See field service team members availability Dynamic Scheduling Reassign higher priority jobs Questionnaires Collect required task information

22 COST MANAGEMENT Integrate With Cost Transparency Application Easily Identify Service Costs by Product, Product Version, or Product Line Guided setup FM Integration Screenshot Associate financial accounts to customer accounts, products, more View granular cost details

23 KINGSTON ROADMAP What s Coming? 23

24 Agent Intelligence for Customer Service Management Leverage Machine Learning to Improve Time to Resolution Agent Intelligence automates categorisation, prioritisation, and assignment of cases. Using dashboards: Monitor trends in prediction coverage as well as accuracy rates

25 CUSTOMER SERVICE MANAGEMENT Escalation Management Put Focus on Problematic Cases and Accounts to Reduce Customer Frustration Keep tabs on escalation trends Escalate cases or accounts

26 FIELD SERVICE MANAGEMENT Appointment Booking Save Customers and Agents Time With Customer Self-Scheduled Appointments Available time slots are displayed based on work required

27 CUSTOMER SERVICE MANAGEMENT AND FIELD SERVICE MANAGEMENT Flow Designer Simplify the Automation of Common Tasks to Increase Efficiency Lowers the barrier for automation perform tasks such as: Create a task when a case is not modified within a timeframe Escalate a case when nearing SLA threshold Add a work note when technician arrives on-site

28 Enhancements to Communities Resolve Issues Faster With Increased Community Engagement Contributors accumulate points and completing missions earns badges

29 Enhancements to Knowledge Management Increase Knowledge Usage and Improve Article Quality, Organisation, and Discoverability Customise article quality index (AQI) criteria and weightings Verify criteria to auto-score and generate AQI

30 CUSTOMER SERVICE MANAGEMENT Role-Based Dashboards Address Service Issues Promptly With Job-Specific Insights Out-of-box content brings visibility to job-specific metrics to: Executives Managers Agents