To deliver a unique, market-leading and disruptive experience, you need to be able to get in the mind of each customer and understand the journey

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2 To deliver a unique, market-leading and disruptive experience, you need to be able to get in the mind of each customer and understand the journey from their point of view. Otherwise, how do you really know if you are meeting or exceeding customer expectations at the moments that matter most? Sure, you have Google Analytics to record customer behavior within your website, application, or shopping cart. CRM to measure churn and the sales and implementation cycles. A service management system to gauge call-center performance. And surveys to capture important customer feedback. But, all this valuable customer information is scattered throughout your organization and contained within isolated silos allowing only for incremental improvement. With NPX Data Connectors you can bring all these measurements of the customer experience into a single clear view from each customer s perspective. This gives you the clarity to know exactly which moments matter most to your customers, prioritize improvements across business silos, and highlight where you should continue to delight your customers. The NPX Data Connectors enable you to integrate your customer experience management program with any business application. Now you can extend your company s capability to gain the key insights needed to identify customer opportunities and risk, drive customer satisfaction, promote loyalty, increase renewals and grow revenues. NPX Data Connectors easily integrate data between NPX and most major business applications. You don't need to be an engineer to build robust integration. With the NPX Data Connectors it's easy because we leverage the best in class Informatica integrator to easily translate the data in your app into data NPX can import.

3 Your customer journey measures satisfaction with key touchpoints across your customer s journey with your company. While you can learn a lot from survey responses, you can add more depth to your insight by incorporating system data into some of your touchpoints. For example, suppose you are measuring product usage as one of your key touchpoints. You would like to know how often your contacts use your product and whether they are satisfied with it. You can bring in system data on how often your contacts log into your product and how often they use key features in your product. In the data synchronization level, we will build rules to process your system data and determine your contacts satisfaction. For example, we can determine that if your contact logs in every day and uses your key features at least once a week, they are highly satisfied with your product. In this way, we use your system data to measure the satisfaction with usage for every single one of your contacts. You can then support your system data by asking your contacts for comment in your relationship survey. Your contacts will be able to give you scores and comments to understand the root cause of your system data results.

4 Let s illustrate how easy integration is with an example. Suppose you track Time to Resolution, which is how long it takes for your call center agents to resolve customer issues as a key performance indicator. You can track Time to Resolution in your Zendesk CRM system, then report on it in NPX using an NPX Data Connector. First create a system data channel for Zendesk in your Program page. Then create question answer pairs in a data object in NPX. It s as easy as creating a survey. Think of it as asking your Zendesk app two questions: 1. How long did it take to resolve the issue? Structure this like a multiple choice question where the answers are the time bands you track. 2. Was the issue resolved within a satisfactory time period? Structure this like a 0-10 scale question. If you can, base this on what you are already seeing from your survey satisfaction scores for these time bands. Since Zendesk has a connector on the Informatica Marketplace, your Satmetrix team can easily take care of the rest of the integration in Informatica. We will map the Time to Close data in Zendesk to your first question in NPX. We map the data to your second question, then import Zendesk records to provide answers to your two questions. After import, you can report on the multiple choice metric in your NPX app using the reports we create for you. If you want to learn more, read about our System Data Analytics. You can set up a NPX Data Connectors for each of your source applications.

5 To start building your system data integration, you ll need the following: A list of metrics in your source application that you want to report on in NPX. You ll need to think about what areas you want to report on, and what key performance indicators (KPIs) you want to use to measure your performance. If your business application does not have a connector on Informatica, you can use a CSV export dropped into an SFTP location. A system data channel in your NPX app, where we will import your system data. We recommend you start this process by thinking about what performance area you want to measure using your system data. In this document, we ll talk about measuring support performance, or product usage as our examples. But we can work with you to build custom reports or connect other sources of system data based on your needs. Once you ve done that, you can think about which key performance indicators (or KPIs) you can use to measure performance in that area. We ve listed some common KPIs for Support and Product Usage. Look them over and determine what you might want to measure. We can also work with you to report on custom KPIs. This will probably be the business application you use to manage the areas you want to measure. For example, this could be your service desk platform for helpdesk ticket information such as Zendesk or Desk. This could also be your CRM platform for financial information such as Salesforce or Microsoft Dynamics. If your source business application already has a connector defined in the Informatica marketplace then you can use it to map your fields with the corresponding fields in NPX. First check the Informatica Marketplace to see if your application is one of the many popular applications with a connector. If your business app does not yet have an Informatica connector, you can instead export the system data as a CSV file, then drop that file into an SFTP site. We can use that file as your source. You will need to create a system data channel in NPX. This is where we will import your system data. You create your system data channel the same way you create a survey. Go to your Program page and add a system data channel. Then open it and add the questions that you want your system data to answer. Remember, you can think of yourself as building a survey with questions for your business app, instead of your customers. Your system data is a source of customer experience data, just like a survey.

6 The Satmetrix team will handle the process of transferring your data from your source to your NPX app. Note that we may need to transform some of your data while transferring it. For example, suppose you want to report on your expected customer satisfaction based on Average Resolution Time. You will need a Primary Question in your system data channel that can track this information for you. Your Primary Question needs to be a scale question, but your business application records cases resolved in more than 1 week a 0 (Not at all Satisfied), and less than 1 hour as a 10 (Very Satisfied). We can configure rules to transform your data for the scale question. You can choose also to aggregate your data at your level of reporting if you don t need raw data. For example, if you import a record for the average time for resolution for the week for your Silver customers where you resolved at an average of 45 minutes. This will provide a value of Under 1 hour to the first question and a 10 for the second question. You might want to aggregate to simplify your reporting. Also, you will want to manage the volume of data to maintain fast performance.

7 Here are the top KPIs recommended for measuring support performance, and the data you ll need from your source application to measure those KPIs. Top KPIs for Support Resolution Time First Call Response Rate Number of Interactions New Tickets vs. Resolved Tickets Data Needed From Your Business Application The date the case was first opened. The date the case was finally closed. A Yes or No value to specify if the case was closed on first call. Number of interactions the support agent needed to resolve the case. Case status of Open or Closed. Here are the top KPIs recommended for measuring usage, and the data you ll need from your source to measure those KPIs. Top KPIs for Usage Weekly active users Product features used Data Needed from Your Business Application Number of log-ins per user per week. Number of times each feature was accessed per user per week. You may find it useful to include data from your source that enables your reports to segment your data. Then you can group your charts by, for example, region, and report on Resolution Time by region. Think about which segments you want to report on and be sure to include them in your system data channel and source. Here are some recommended segment fields that are already in your NPX app. Region Product Account Tier

8 We will create NPX views for you based on what areas of performance you want to measure with your system data. Take a look at our two example reports: Service Desk Report which measures support staff performance, and Product Usage Report which measures product usage. Also note that you can report on your system data as a touchpoint in your customer graph, Be sure to choose your system data channel as a touchpoint when you create your customer journey.

9 We can make this report for you if you give us some basic system data on your support cases. The charts you get in your Service Desk Report depends on which KPIs you decide to measure with system data. We can also create custom charts for you if you want to report on a KPI that you don t see in this list. Note that we use the word case to refer to a case raised by a customer. In your business app, this may be called a support call or a ticket. Your business app may also have different labels for the status of your cases, for example in-progress instead of pending. We can create your view to have labels and names consistent with your business app. We can easily build this chart for you in NPX if you import data on: Case or ticket status (e.g. open, in-progress, closed) You can use this chart to compare how many of your cases are open, resolved, or in-progress.

10 We can make this chart for you if you import data on: Case status (e.g. Open, in-progress, or closed) Case Type (e.g. Enhancement requests, How-to requests) You can use this chart to see the distribution of cases across case types, and compare at a glance how many are open, closed, or in-progress.

11 We can make this chart for you if you import data on: The date the case is opened. The date the case is closed. You can use this chart to look at how many days it takes your support staff to close their calls. We will use these dates to determine how long these cases were open, then create this chart to report on how many cases fall into each range. In the chart above, you can see that most of these calls were closed within 1-2 days.

12 We can make this chart for you if you import data on: Case owner You can use this chart to look how many cases are handled by each of your support agents.

13 We can make this chart for you if you import data on: Product area associated with the case You can use this chart to look how many cases are associated with each of your products. This can be useful for learning whether users of any particular product generate more support calls and therefore may require more training.

14 We can make this report for you to monitor your product usage data. We can make this chart for you if you import data on: Number of Logins per user per week if we are looking at weekly activity at the minimum You can use this chart to track how many active users you have each week over time. If you track the days the users log in, we can group them by week, or we can also create a chart that reports on active users per day.

15 We can make this chart for you if you import data on: The day or week that they register. You can use this chart to track how many new users register over time. If you track the days these new users register, we can group them by week, or we can also create a chart that reports on active users per day.

16 We can make this chart for you if you import data on: How many users are accessing each of your features The date your users access the features You can use this chart to track product feature usage over time. The chart above shows product feature usage on a weekly basis.

17 We can make this chart for you if you import data on: Number of each feature access per user per week You can use this chart to track module usage over time. The chart above shows module usage on a weekly basis.