Roadmap for Customer Service Transformation

Transcription

1 Roadmap for Customer Service Transformation How NICE Transformed Customer Service for its Global Customers Eyal Lubin, Director of Global Service Operations, NICE

2 Agenda About NICE Going beyond CRM: The future of customer service Customer service transformation with ServiceNow Change management best practices

3 3 NICE at a Glance

4 Global Customer Support at NICE 10 Support Sites >100K Cases Annually 24 Days MTTR* >400 SE <5% R&D >90% CSAT** * 2016 Resolved Cases ** Transactional Survey (top-bottom) 4

5 5 NICE Customer Support Maturation Framework

6 CTI/ Tele-phony IC Loggers/ Storage/ Archive CSS RTI IA/ QM/ User Admin DB/ Infra/ Deployment NPM WFM ICM CEA Multi-skilled Multi-skilled Back Office Comms Surveillance Multi-skilled NICE Global Support Processes: From Old to New Global First Line Support/ Self Service Priority Support Technical Support Amer #1 Amer #2 Amer #3 EMEA APAC PS Recording CSS Rec Apps PIM WFO/BO Recording Recording Apps WFO Portfolios Competency I Competency II Competency III Competency IV Technical Account Management 6

7 7 NICE Global Support People: Career Model

8 8 CUSTOMER SERVICE TRANSFORMATION WITH SERVICENOW

9 Transformation Journey New and Improved Case Management Collaborative Support Customer Empowerment Automation & Efficiencies Intuitive Process Enhanced UX KCS Social Service Portal Reports Case Deflection System Consolidation Case Routing Event Management 9

10 10 Processes to Deliver Superior Customer Service 1 Case Management 2 Service Portfolio and Configuration 3 Service Level Management (SLM) 4 Knowledge Management 5 Customers and Contacts 6 Social 7 KPIs and Reporting 8 Event Management 9 Service Portal 10 Service Catalog and Request Fulfillment 10

11 Key Capabilities: Deep-Dive CASE MANAGEMENT SERVICE PORTAL EVENT MANAGEMENT (NOC) KNOWLEDGE- CENTERED SUPPORT 11

12 The New Instance The new solution Identifier INSTANCE Customer Solution Version Location Coverage Time To Initial Response On Site Support Time To Resolution Service Offering License information Hosted UP/SP Agent amount LOV Integration Site phase Remote connection details Additional Instance Attributes 12

13 Flexibly Manage Customer Relationships Customer Type: Direct Business Partner Business Partner Served By: NULL Some Co Some Co2 Relationship Type: Service Provider Caller Company 13

14 14 Instance in ServiceNow

15 15 Customer Information in ServiceNow

16 Customer Support Organization and Process Customer/Business Partner opens case (Certified BP Only for projects) First Line Support (FLS) Installation Help Desk (IHD) Technical Account Managers (TAMS) Technical Support (TS) or Priority Support (PS) R&D 16

17 New Case Ownership Model VISION: Minimize escalation and reassignment CONCEPT: Identify all skills and skill levels required to solve a case during case creation and assign the case appropriately IMPLICATIONS: 1. Minimize basic task management 2. Skills and skill levels are managed in the system for each support engineer 3. Case ownership moves between engineers via reassignment if different skills are needed 17

18 18 Re-assignment using ServiceNow

19 Key Capabilities: Deep-Dive CASE MANAGEMENT SERVICE PORTAL EVENT MANAGEMENT (NOC) KNOWLEDGE- CENTERED SUPPORT 19

20 Customer Portal Designed for self-service and case deflection CUSTOMER PORTAL Self registration and user management Case creation and management Service request creation Reports access Knowledge articles display integrated with case creation 20

21 Self-Service Registration Portal Users of approved domains can self register BC.com AC.com ABC.com Approved super-users act as admin for their customers 21

22 22 Customer Portal Home

23 Key Capabilities: Deep-Dive CASE MANAGEMENT SERVICE PORTAL EVENT MANAGEMENT (NOC) KNOWLEDGE- CENTERED SUPPORT 23

24 Leading to Misalignment of Roles We are 7 hours without compliance recordings Its YOUR problem until you can show me that its not Why do you just keep asking for Logs? We need your telephony experts to work with us on this one How can we record when we are not getting audio in the first place? Did you change anything recently in your telephony system? Customer Support is set up to primarily: Help Customers with How To type scenarios Identify and resolve configuration or software issues Yet these complex issues require Customer Support to troubleshoot within NICE Software to identify an issue outside of NICE Software All this is taking place WHILE the issue is impacting a customer

25 The Lightbulb Moment NICE already had a NOC which we used to monitor our hosted infrastructure Why don t we direct the NOC to identify issues in our customers onpremise environments or interfacing systems UPSTREAM BEFORE they manifest in a recording Benefits Identify issues before damage is done Immediately identify which party has the problem rather than waiting on NICE Support to troubleshoot downstream in our systems Issues that do require NICE Customer Support can be escalated with all the pre-requisite information from the NOC without intervention of the customer 25

26 So We Created Application Performance Services APS (NOC) Quick Facts Established 2013 Fasting growing Value Added NICE 100% Customer retention since establishment Two redundant GTC locations in Bangalore & Pune 80 engineers (more than 40 with deep recording or telephony experience) Round the Clock Monitoring (24/7, 365 days) 25 Global Customers Mostly large international financial institutions with strict compliance requirements 2,500 Monitored Servers and Growing 50,000 Alerts addressed per Month We even do Managed Services for 16 Customer Sites 26

27 APS Response Model Alarm Triggers in Sentinel Alarm Consolidation in Wiser True Alarms Identification Case Creation Real Alarms Smart Automatic Case time will identification consolidation be case reviewed creation for in and true for single issues handled alarms repository in by the APS customer (Wiser) team environment Automatic Customer Restoration notification trigger population acknowledgment will be when provided with when issue relevant new when was case resolved issue information needed was created (Up) restored regarding or reported the alarm Manage Detailed rules resolution to identify note the will alarm be sent type to customer and severity once the case resolved Contact A Customer A When NICE Support involvement is needed the case will reassign automatically to the relevant support group based on required technical skill & level All cases can be reviewed from Customer portal Case Handling & Closure 27

28 Key Capabilities: Deep-Dive CASE MANAGEMENT SERVICE PORTAL EVENT MANAGEMENT (NOC) KNOWLEDGE- CENTERED SUPPORT 28

29 Knowledge-Centered Support Search Knowledge Rate Knowledge KCS Use Knowledge Faster Case Resolution Fewer Support Requests from Customers 29

30 KCS-Case Management Integration -1-Case Creation -2-Case Handling -3-Resolution and Closure Auto-search based on solution, version, description Retrieval based on relevance and rating RATE RATE RATE!!! Rating articles greatly enhances the effectiveness of search results Integrated article creation to case resolution Case information is automatically inserted into article Enhance articles using knowledge articles creation guidelines to increase relevant retrieval 30

31 31 PROJECT TIMELINE & CHANGE MANAGEMENT

32 Project Timeline Introducing Wiser - Webinar What s ahead Training 1 Webinar February 22 nd New Support Best Practices What has changed? April 30 th Go live! UAT - March 07 th Selected users from all centers testing use-case scenarios Training 2 April 01 th Exercise-based system exploration Guided work on actual system Awareness Campaign Jan Feb Mar Apr May

33 Internal and External Communications New Vision for Support Project Plan Highlight new processes and process changes Emphasis on benefits of changes Initial Presentation New Processes Communication Training Material 50+ Short Clips: 1-5 min each Integrated into ServiceNow Knowledge Articles Exercises on Training Environment Customer Communications

34 Teaser Videos to Drive Awareness One clip released each week leading up to the process changes presentation

35 Top Three Key Takeaways 1. Skill-based Support Vs. Tier-based Support 2. Enable preventive maintenance using Knowledge-Centered Support 3. Lead the Change Management track of your Business Transformation project