Trends driving mobility Consumer and enterprise markets are converging, creating a shift focusing on the experience

Transcription

1 Trends driving mobility Consumer and enterprise markets are converging, creating a shift focusing on the experience Device-centric support Data and content on device Users tied to the device People- and business-centric Device-independent content As-a-service model 1 1

2 End users are demanding a new approach to support that delivers a superior experience. Superior personalized experience KNOW ME! Engage me Support me ANYWHERE ANYTIME ANY DEVICE My way 2 2

3 To become a Mobile Enterprise, companies need to implement all three elements of the mobile workplace Persona Development is IBM method & model for transformation to the Workplace of the Future with the Business and Employee at the center Modern tools Modern devices Superior services 3

4 A leading retailer and specialty coffee brand in the world continuously relies on IBM to adapt to industry and government regulations Leading Retailer in the Philippines Client Requirements There is a government requirement for businesses to remove thermal printers and preserve receipts and accounting records for up to 10 years. The client s ERP application also upgraded, requiring new 64bit OS. This resulted to refreshing approx 430 POS, 499 non-thermal receipt printers and 318 Desktops. The client wanted to spend on OpEx for branch ROI purposes. Also, the client wanted to improve machine availability but they lacked man power resources to maintain consistent service levels across all their stores. Solution IBM team provided the client with Managed PoS, Desktop and Laptops Services, The solution allowed the client to shift their IT spending for the refresh of the POS, Desktop and Laptop units from CAPEX to OPEX model. The client will also have access to skilled resources who can maintain a consistent service delivery across all locations through agreed service levels. Client: Managed Mobility Services A leading retailer and specialty coffee brand, a member of the Group of Companies is the sole authorized licensee of world class brand in the Philippines. It opened its first retail store on December 4, 1997.To date there are over 285 stores across the country for the brand. Benefits Ensured speed to execute change and go-to-market along with high response to business needs Increased access to desired services & capabilities with IT staff focus on critical projects for growth & transformation; skills improvement Gained greater cost visibility and control and provided high service quality & reduce outage cost Increased Point of Sale up time, therefore shortening customer service time. 4 4

5 Watson Explorer Semantic Analytics 5 Service Desk SPSS Predictive Analytics Classificati on Scoring for Prediction Real-Time Routing A cognitive capability leveraging Watson Explorer to help identify insights to decrease the number of tickets and self service opportunities to improve operational excellence Satisfaction Surveys GTS Semantic Text Translatio Analytics Sentiment n Analysis Topic Clustering Entity Extraction IBM Watson Explorer Search / Explore / Visualize IT Infrastructure Value Metrics: Client User Experience, Tickets Volume and Tickets 5 Resolution Times WESA Differentiators A. Identification of Contributing Causes from problem and resolution descriptions and actionable Preventive actions B. Transparency to pervasive issues otherwise hidden behind volumes of unstructured data in tickets under different categories C. Identification of emerging problems trends and automated change point detection D. Sentiment Analytics in combination with semantic clustering of the CSAT survey comments to determine potential future dissatisfiers E. End Customer Sentiment Correlation with Operational Stability Issues F. Predictive Analytics for improving SLA attainment by selective reprioritizing and/or routing to the agents best skilled in resolving the specific request

6 Success story: Transparency to Hidden Pervasive Issues Hidden Issue Details Identified from unstructured data in the Tickets Issues as Reported in Structured Tickets Data (Printer Issues: only 4%) Distribution of Issues determined from Semantic Analytics of the Free Form Text in the Tickets (Actual Printer Issues: 18%) 6

7 Mobility Services: Three takeaways IBM helps clients set their mobile strategy, reimagine their interactions with their customers, seamlessly integrate mobile into their traditional workplace and manage their mobile environment IBM s point of view is that to lead, enterprises must deliver a superior personalized experience. IBM offers best practices, innovation and a range of capabilities to deliver a mobile-ready infrastructure for the new workplace. IBM has unique capabilities, expertise and analyst standings to help organizations create the new workplace of the future, and provide this superior personalized experience. 7 7