Future Of Customer Service - Today!

Transcription

1 Future Of Customer Service - Today! Mike Knaggs Solution B usiness Manager Customer S ervice Management ServiceNow 2016 ServiceNow All Rights Reserved Tom Kopyciok Lead S olution Consultant Customer S ervice Management ServiceNow

2 Agenda The Importance Of Customer Experience ServiceNow s Approach To Customer Service Demonstration Closing Thoughts

3 The Changing Expectations In The Age Of The Customer

4 It s A Strategic Objective In Most Annual Reports Putting Customers First Service Leadership Improve Customer Advocacy Customer Strategy Delivering Service Excellence Customer And Store- Led Culture And Team

5 The Business Value Of Customer Experience (NPS) 2.6X Retention Rate Share of Spending Promoters are, on average, worth 2.6 times more than detractors* Word of Mouth Referrals Pricing PROMOTERS PASSIVE DETRACTORS Cost Efficiencies *Bain & Company - The Powerful Economics of Customer Loyalty in Australia (2013)

6 Customer Effort And Customer Loyalty 96% of customers who had high- effort experiences reported being disloyal, compared to only 9% of customers with low- effort experiences who reported being disloyal The Effortless Experience (2013) Matthew Dixon, Nick Toman and Rick Delisi of CEB

7 What Are The Drivers Of Effort?

8 Drivers Of Effort: Transfers Transfers (.20x) The Effortless Experience (2013) Matthew Dixon, Nick Toman and Rick Delisi of CEB

9 Drivers Of Effort: Perceived Additional Effort To Resolve Transfers (.20x) Perceived Additional Effort To Resolve (.23x) The Effortless Experience (2013) Matthew Dixon, Nick Toman and Rick Delisi of CEB

10 Drivers Of Effort: Repeating Information Transfers (.20x) Perceived Additional Effort To Resolve (.23x) Repeating Information (.46x) The Effortless Experience (2013) Matthew Dixon, Nick Toman and Rick Delisi of CEB

11 Drivers Of Effort: Generic Service Transfers (.20x) Perceived Additional Effort To Resolve (.23x) Repeating Information (.46x) Generic Service (.52x) The Effortless Experience (2013) Matthew Dixon, Nick Toman and Rick Delisi of CEB

12 Drivers Of Effort: More Than One Contact To Resolve Transfers (.20x) Perceived Additional Effort To Resolve (.23x) Repeating Information (.46x) Generic Service (.52x) More Than One Contact To Resolve (2.52x) The Effortless Experience (2013) Matthew Dixon, Nick Toman and Rick Delisi of CEB

13 Drivers Of Effort: Engage vs Problem Resolution Transfers (.20x) Perceived Additional Effort To Resolve (.23x) Repeating Information (.46x) Engage Generic Service (.52x) More Than One Contact To Resolve (2.52x) Problem Resolution (Diagnose/Fix) The Effortless Experience (2013) Matthew Dixon, Nick Toman and Rick Delisi of CEB

14 The Customer Experience Gap 80% 8% YET of companies say they deliver superior customer service of people think these same companies deliver customer service worthy of a superior rating Forrester

15 Existing Customer Service Solutions Are Broken CRM Approach Service Management Approach Engage Engage?? Fix Diagnose

16 A New Way Is Needed ServiceNow Approach Engage Transfers Perceived Additional Effort To Resolve Repeating Information Generic Service Fix Diagnose More Than One Contact To Resolve The Number One Driver Of Effort

17 How Customer Service Maps To Service Management Engage Diagnose Fix Self Service (Service Catalog) Operations Customer Case Root Cause (Problem) Engineering Traditional Solutions Field Services Install Base (CMDB) Other Departments

18 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 Contract Entitlement Product Field Service Work Order SMS Portal Knowledge Catalog Survey Publications Incident - Problem - Change - SLA - CMDB - Asset - Workflow - Collaboration - Mobile - Analytics - API Service Management Infrastructure

19 Demonstration 2016 ServiceNow All Rights Reserved

20 Joe Smith - Consumer The Effortless Experience Recently purchased mobile phone and plan - A Star Systems S7 on a $70 plan. Previously an Orange fanboy Going to Costa Rica on holidays - Needs to enable international roaming Phone gets really hot after charging Busy consumer Expects service to be effortless

21 Key Takeaway Service Management is a better approach to customer service because it more effectively addresses the drivers of customer effort, focusing not just on engaging with customers, but also on resolving the underlying issues (diagnose/fix).

22 Epicor: System Consolidation Enables Fast, Effortless Service With ServiceNow Customer Service Management Results Single system consolidating 10+ CRM systems and 50+ customer portals Better agent visibility for faster service Increased effectiveness and NPS Decrease in support concessions

23 NICE Systems: Connected Service Experience Increases Customer Satisfaction With ServiceNow Customer Service Management Results Mean time to resolve tickets reduced 8x reduction in ticket data entry time Faster resolution of root causes that drive improved customer satisfaction Faster delivery of trends and analytics

24 Thank You Mike Knaggs Solution Business Manager ServiceNow Tom Kopyciok Lead Solution Consultant ServiceNow