© 2017 coveo solutions inc - proprietary and confidential · in the after-sales, we have a global...
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1 © 2017 Coveo Solutions Inc - Proprietary and Confidential
Jasmin Boudreau
Business Leader for the Global Retail and Services - BRP
2 © 2017 Coveo Solutions Inc - Proprietary and Confidential
Connecting a Global Dealer Network with Intelligent Search
About BRP (Bombardier Recreational Product)
4 © 2017 Coveo Solutions Inc - Proprietary and Confidential
BRP: A World leader Powersport manufacturer with a diversified portfolio
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7,900 employees
MOVED BY PEOPLE DRIVEN BY PASSION
Who we are BRP (TSX:DOO) is a global leader in the design, development, manufacturing, distribution and marketing of powersports vehicles and propulsion systems.
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Presence in the world
Distribution network
Manufacturing sites: Canada
United States
Mexico
Austria
Finland
Dealership network: Germany Australia Austria Luxembourg Brazil Netherlands Spain Norway Belgium Sweden Ireland Japan Canada New Zealand United States Mexico France Finland Italy China United Kingdom
Vast International Dealer Network DEALERS COUNTRIES
~4,200 over 100
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1942 1959 1970 1988 1989 1998 2001 2003 2007 2010 2013 2013 2014 2015 2016
Over 70 years of Industry-Leading Innovation
Start-up of Auto-Neige Bombardier
Limitée
Industry First Ski-Doo
snowmobile
Acquisition of the Austrian
Company Rotax-Werk
Industry First Sea-Doo
PWC
Acquisition of the company Nordtrac
Oy and the Lynx brand
Bombardier enters the ATV market
Acquisition of the Evinrude and
Johnson brands
Bombardier sells its Recreational Products division; BRP is
officially launched
Industry First Can-Am Spyder on-road
vehicles
BRP enters the side-by-side
market
BRP’s Initial Public Offering
BRP re-launched the PWC market with
Sea-Doo Spark
Launch of a new outboard engine,
Evinrude G2
BRP enters the utility-recreation segment of
the side-by-side industry
Launch of the Can-Am Maverick X3
side-by-side vehicle
8 © 2017 Coveo Solutions Inc - Proprietary and Confidential
The context of After-sales
The BRP After-sales department is a Global organization support the entire network of dealers and distributors through 9 offices.
Global After Sales
External contact center
External contact center
External contact center
Europe Americas APAC
Lead regional offices
Support offices
Technical
Hub
EUROPE
APAC
AMERICAS
Outsource contact center
In the After-sales, we have a Global Hub Team focusing to delivered a turn key service to the regions.
Global Hub : Processes, policies, tools, projects, warranty and tier partners to contribute to the business transformation.
BRP Network
Global Hub
Customers
Projects, Systems & Service MOT
Business Intelligence
Warranty
Dealer appreciation of 4 channels strategy is on the rise worldwide and are integrated in their daily operations 24/7
However, we needed a serious change with the knowledge center search tool in hope to meet our objectives
Community
BOSSWeb Parts Tab
Knowledge Center
Phone lines
BOSSWeb Warranty Tab
4 Channel tools;
Case Management
Following our Knowledge, the B2B BRP Community is the 2nd most important self-service tool in our offering to the network
Reduce dealers incoming contacts globally
Increase dealer adoption and self-service usage
Community results integrated in the Knowledge
...which resulted with an average of 335 000
views by month on the Community!
More social interactions
13 © 2017 Coveo Solutions Inc - Proprietary and Confidential
High-level view of Project
Dealer autonomy was negatively impacted due to self-service gaps from Knowledge center original release
Fixing search tool performance key milestone in self-service adoption
We were facing serious system performance issues affecting the relevancy and ranking of the search results as well as the search ability and user-friendliness of the interface
Justification
▪ Self-service adoption stalled due to system performance and lack of acceptable fixes.
▪ Increase Dealer autonomy to support growth and increase volumes.
▪ Reduction overall After-sales support cost contacts of organization.
▪ Finalize deployment of true global and centralized knowledge center
Issues
Objectives
Objective was to replace and revamp our Knowledge Center tool by a best-in-class, powerful and new efficient search engine
Enhance user experience
Poor search ability Ranking & relevance issues
Poor user-friendliness of user interface Uneven multilingual experience
Increase adoption of the Knowledge Center Search tool
The KC was facing serious system performance issues affecting the adoption of the self-service tool.
16
Replacement of after-sales search tool was agreed and we signed an agreement with COVEO
Reviewed and understood the previous self-service landscape and the challenges we were facing…
Exposed that self-service usage and dealer autonomy are instrumental in the After-sales global support model.
Showed how the business case was aligned to support operating cost and over-head savings while absorbing future business growth
First phase took 5 months while the 2nd phase took 2 months
FY17 FY18
May June July August sept Dec Jan Feb
PMP, Blueprint
Contract & Sign-off
Stabilize
Design Phase
Go-Live
Case integration design phase
Kick-off with COVEO
Go-Live
Stabilize
If we need a training for our knowledge
center, we will have failed our project
Jasmin Boudreau
18 © 2017 Coveo Solutions Inc - Proprietary and Confidential
19 © 2017 Coveo Solutions Inc - Proprietary and Confidential
Previous Knowledge Center
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Previous Knowledge center was combining 2 purposes within one view making in it complicated , no convenient with poor relevancy
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The New Knowledge Center
Take a look at the new Knowledge Center
Powerful search
bar
Optimized results
content
Faster than ever
Multi- lingual
October 31st, 2016
The KC received major improvements both on a technical and user interface & many exciting features.
Two tabs to ease usage &
search
Dedicated Serial page for unit
history
Knowledge page pre-filtered with
the unit assets once selected by
the users
Simplified advanced
search
Facets on the left side of page to
filter
Leading to relevant results
Faster than ever
Visual support integration
Icons to help identify sections or article types
Quick view on articles
User-Friendly
Automated relevancy tool
Build-in Intelligence
adjusting articles based on the
behavior of the dealers
Logical ranking of results
Secure content by tagging subjects
Advanced analytic
reporting
Business reporting to identify gaps
based on user experience
Thesaurus
Glossary of ± 5000 words
allowing multilingual search and
equivalence of terms
DEMO
The VIN / Serial number page provides all unit informations
The article page recognizes the Serial number logic and shows information specific for this unit
COVEO’s integrated in our case management to achieve case deflection and increase dealer autonomy
The logic evolves as the different fields are filled by the dealer to narrow down the results
Additionally, we have leverage COVEO to simplify our knowledge creation
+ 5000 words thesaurus integrated to inject in the queries ot manage 12 languages
+ Thesaurus to manage typos and/or regional differences
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30 © 2017 Coveo Solutions Inc - Proprietary and Confidential
Where do we stand after 8 months?
Over 2.6 M queries in the last 8 months with 89.5 % coming from the Knowledge center
Environment Dealer KB search (Live end of October)
Highlights • Since November 2017 (8 months),
more than 14K users connected to BRP Dealer portal.
• Almost half of the clicks came from Machine Learning suggestions
Visitors are from all around the global with 12 different languages
Dealers are clicking and reading the first results and we are constantly improving our relevancy
Highlights • Query Click-Through average is
57.5% which is above the best in class benchmark of 50%. It keeps improving each month. We reached 60.9% in March.
• Average Click-Rank is in the top 3
best in class. We are trending at 2.7 for the past months
Article suggested in Case management is still very young but looks promising
Self-Service (Month of May) • Visit Click-through Out of the 45.9K dealer visits with a search,
87.2% contain a click on an article. This number is one of the best in class benchmark!
• Traffic Workflow Most of our dealers consult our search portal or vin page prior to log a case
Managing content gap with a robust « top 25 » mechanism looking at each type of subjects
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In place: •Weekly governance review gaps in COVEO / Lithium / case management •Weekly action place to create content in Knowledge and/or Community •Internal KPI in Department score card focusing on self-service utilisation with monthly governance •Dedicate FTE adminstrating COVEO
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Key messages
37 © 2017 Coveo Solutions Inc - Proprietary and Confidential
38 © 2017 Coveo Solutions Inc - Proprietary and Confidential
Jasmin Boudreau Business Leader for the Global Retail and Services - BRP
https://www.linkedin.com/in/jasminboudreaucrha/
jasminboudreau
39 © 2017 Coveo Solutions Inc - Proprietary and Confidential