Telstra Get Help Digitisation Journey

Transcription

1 Telstra Get Help Digitisation Journey Jacqui McGowan IT Program Manager Telstra Software Engineering Telstra Cam Quirke GM nbn Customer Care Telstra 1

2 Agenda Introduction to Customer Care and Get Help Our experience and outcomes so far Key learnings and next steps 2

3 Speaker Introduction NAME: Jacqui McGowan TITLE: IT Program Manager FUNCTION: IT & Digital Solutions Telstra Software Engineering COMPANY: Telstra EXPERIENCE: 4 years IT BA, 2 years - IT Portfolio Manager, 3 years IT Program Manager EXPERTISE: Program Governance, DevOps, Agile Delivery, Change Management, Continuous Improvement driving Delivery & Operational maturity CURRENT PROJECTS: Leading a key simplification & digitisation project; transforming customer experience & creating persistent DevOps teams and ongoing Agile delivery NAME: Cameron Quirke TITLE: GM nbn Customer Care FUNCTION: Business Operations Lead COMPANY: Telstra EXPERIENCE: 2 years Telstra Operations, 7 years Banking Operations EXPERTISE: Service Process Excellence, Business Operations, Customer Experience CURRENT PROJECTS: Leading business input into our nbn simplification & digitisation project; leading our nbn operational transformation to significantly improve customer experience 3

4 Objectives and What We Will Discuss Objectives To illustrate our adoption of ServiceNow in nbn network Customer Care and how Business/IT partnering is delivering significant improvements in our customer service capability What we will share An understanding of the nbn network Customer Care environment Learn about Get Help, including our Service Now implementation Our learnings for applying scaled agile to unlock value in customer service delivery A discussion on how the lessons may apply to you for your initiatives/projects nbn network introduced material changes to the customer and our operating environment The roll-out of the national broadband network introduces new voice and data technologies across Australia as well as a new intermediary to the customer experience The intended uplift in customer experiences brought by the new technologies is dependent on consistent customer experiences between telcos, on-time delivery and clear ownership when problems arise. 4

5 nbn network Consumer Customer Care Providing support to Telstra nbn network customers with post-sales, post activation support: Our nbn product offering has rapidly become a key customer offering: nbn connections grew by 676k in FY17 to 1.1million, bringing total market share to 52 per cent (exsatellite) Managing agent-assisted calls, across 3 countries and operating 24x7 Technical customer support responding to a wide range of customer queries or service disruptions The nbn product offering and nbn network model is relatively new & quite different for many customers There is increasing demand for digital support channels via web-based information, support, self-serve tools and chat capabilities Telstra is a customer-centric organisation, a brand-leader in Australia and a driver of innovation. In order to meet our strategic objectives for nbn product offering, we are focused on delivering a customer service model that is accessible, scalable, intuitive and delivers an outstanding customer experience. As a result, we founded our Get Help transformation programme, enabled by Service Now & digital service application architecture 5

6 Customer Goals and Transformation Objectives Our Customer Service Goals: Reduce customer effort associated with migrating to and using nbn services Simplifying our Agent tool-set, increasing focus on customer service vs technical knowledge Increasing our visibility of root cause issues and increase resolution on the first call Enriching ticket information where escalation is required to reduce cycle times or rework with 3 rd parties Creating Enterprise extensible capabilities and enabling them for seamless self-serve and low-friction digital pathways Get Help Objectives: A fully integrated agent tool set to enable fast, efficient, effortless resolution for our customers Simplify the agent environment, always presenting the most accurate and effective support pathways Enable an omni-channel experience that delivers a low effort and consistent experience across channels Adopt new approaches to business transformation, with IT and Business Operational teams partnering on rapid, MVP deployments with high velocity feedback Incorporate customer-led design, enriched through an analytics and insights capability that feeds constant, highly relevant improvement opportunities Enable straight-through processing with nbn co in order to minimise cycle-time through strict data quality standards, realtime processing and efficient exception handling 6

7 Our e2e Get Help Digital Solution aligned to Enterprise Architecture Principles Inbound Customer Call Customer Self-Serve FoH Agent BoH Agent IVR Agent Tool Bar FOH UI ServiceNow native UI BOH UI Browser Window ServiceNow native UI Self-Serve UI Digital User Interfaces API API Legend of colour coding Live in Production; ongoing enhancements New for FY18 Process Workflows Customer Ticketing SaaS Product APIs APIs Digitized Platform (Micro services) Appointment Digital Services Ticketing Digital Services Customer Service Impact Digital Services Etc. Appointment core Systems Other Ticketing core Systems Network core Systems Etc. Appointment Bounded-Context Ticketing Bounded-Context Customer Service Impact Bounded-Context Strategically Aligned Resilient & Secure Scalable & Re-usable Etc. 7

8 Our Service Now Solution at a Glance We ve exposed Service Now in two parts: 1) highly guided, data driven and agent friendly GUI for our customer-facing teams Driving simplicity and minimum effort: Systems reduced from 9 to 1 Data driven workflow that ensures consistency and accuracy Automated service testing in IVR, within call and extensible across enterprise Automated B2B gateway with 3 rd parties removing manual handling, data entry and certainty around data quality 8

9 Our Service Now Solution at a Glance 2) A data-rich, automated and flexible ticket management engine with insightful analytics, routing and exception management Automation and Efficiency: Data driven workflows with directsourced Test and Diagnostic data removing subjectivity Direct B2B gateway with 3 rd parties removing manual handling and data entry into service portal, full Straight through processing (STP) Single BOH Ticket management capability, including automated escalation to assurance resolver groups (enterprise extensible) Rich analytical insights on performance, exceptions and volume drivers 9

10 Lessons Learned Realising the benefits of a highly integrated solution; ensure enough priority to implementing error handling & monitoring/alarming Designing & implement in small increments; identify both vertical and horizontal slices. Validate quickly to ensure fit for purpose Ensuring availability and accessibility of knowledgeable business product owners ensuring optimal prioritisation, rapid resolution of requirement uncertainties and certainty of delivered performance against success criteria 10

11 Our Next Steps Mature our software delivery & operations (Dev ops) Enhance the foundation & leverage to other products Operate at a faster pace, using benefits & prioritisation Fully scale the solution across our Operation Enhance Data Analytics capabilities Share the learning, and learn from others 11

12 Top Takeaways Ensure you are clear on your Customer, Business & IT objectives upfront; then design, implement & validate iteratively Maximize the use of out of the box software capabilities for rapid implementation Integrated Business & IT Delivery; colocation enables faster decision making & interactions 12

13 Thank You Jacqui McGowan IT Program Manager Telstra Software Engineering Telstra Cam Quirke GM nbn Customer Care Telstra 13

14 Q & A Jacqui McGowan IT Program Manager Telstra Software Engineering Telstra Cam Quirke GM nbn Customer Care Telstra 14