delivering proactive customer service: is your organization ready?
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March 30, 2017
Webinar Presentation
Delivering Proactive Customer Service:
Is Your Organization Ready?
www.tsia.com
Today’s Presenters:
2
Judith Platz
VP Research, Support Services
TSIA
Holly Simmons
Senior Director of Product Marketing
Customer Service Management
ServiceNow
Delivering Proactive Customer Service:
Is Your Organization Ready?
Judith Platz
VP Research, Support Services
TSIA
2017 Support Focus Areas
www.tsia.com
Support Focus Areas
Customer
Experience
Strategy
1
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Support Focus Areas
7
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Customer Effort Score
Source: TSIA Support Services Benchmark Gold Standard, 2017 9
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Customer Experience Metrics
• What does your organization prioritize?
• What does your organization incent?
• Do customer needs come before metrics?
• Assess emerging metrics (examples: Customer Effort Score, Social Promoter Score)
• Implement a balanced scorecard for CX and more traditional operational metrics
8
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Support Focus Areas
Customer
Experience
Strategy
Customer
Engagement
Strategy
1 2
4
11
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Customer Engagement Strategy
12
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Incidents by Channel
Source: TSIA Support Services Benchmark Gold Standard, 2017 13
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Customer Satisfaction by Engagement Channel
Source: TSIA Support Services Benchmark Gold Standard, 2017 14
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Support Focus Areas
Customer
Experience
Strategy
Customer
Engagement
Strategy
Support
Modernization
Strategy
1 2
3
16
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Support Modernization Strategy
• Compensation models aligned for acceleration
• Converging service resources
• Product lifecycle influence
• Support revenue strategy
• Cost center vs. profit center vs. Agent of Growth
• Analytics
14
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Critical Support Capabilities
15
Capability Description Driving Industry Trend
Service Compensation Models to Accelerate
Revenue Growth through account expansion
We have developed compensation models that effectively incent services and customer
support resources to drive expansion revenues with existing customers while
maintaining strong customer relationships.
Blurring of Sales and Services
Customer Engagement Models to Drive
Revenue Growth
We have optimized how we have defined and engaged our roles across the customer
engagement model of land, adopt, expand, and renew to accelerate revenue growth
cost efficiently.
Declining Product Revenues
Converging Service Resources We successfully share billable and non-billable resources across existing service
organizations.
Extreme Cost Optimization
Service Influence on Product Development Data and experiences from service engagements effectively influences product
development priorities.
Extreme Cost Optimization
Service Enablement Analytics We mine data from customer service interactions and product usage feeds to increase
service quality and reduce the cost to service customers.
Extreme Cost Optimization
Source: 2017 Service Capability Heatmap
www.tsia.com
Support Focus Areas
Customer
Experience
Strategy
Customer
Engagement
Strategy
Support
Modernization
Strategy
Technology
Adoption
Strategy
2017
Support
Transformation
1 2
3 4
18
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Do you believe your support organization has extreme
automation in place?
A. Yes
B. No
Polling Question
Technology
Adoption
Strategy
www.tsia.com
Extreme Automation
Do you believe your
support organization
has extreme
automation in place?
*(2016 TSIA Support Services Pulse Session
Respondents)
Yes10.4%
No89.6%
20
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Technology Adoption StrategyEmerging
>25% adoption
__________
Investigate
High Adoption
<75% adoption
___________
ROI Realization
Early Adopters
25-50% adoption
__________
Evaluate
Early Adopters
50-75% adoption
__________
Invest/Assess
21
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Support Focus Areas
Customer
Experience
Strategy
Customer
Engagement
Strategy
Support
Modernization
Strategy
Technology
Adoption
Strategy
2017
Support
Transformation
1 2
3 4
22
www.tsia.com© 2017 ServiceNow All Rights Reserved
Delivering Proactive Customer Service: Is Your Organization Ready?
Holly Simmons
Senior Director of Product Marketing
Customer Service Management
holly.simmons@servicenow.com
© 2017 ServiceNow All Rights Reserved 22© 2017 ServiceNow All Rights Reserved
Challenges To Delivering Superior Customer Service
Lack of automation
50%Siloed people, processes, and technology
54%
Connecting all service processes
57%Too buried to address strategic issues
56%
Based on survey of 200 customer service leaders:
© 2017 ServiceNow All Rights Reserved 23© 2017 ServiceNow All Rights Reserved
Costs$$$$$
Satisfaction-
. . . .
Today: Customer Service Is An Island
No way to eliminate the reasons why customers call
Issue
?Case
?Case
?Case
© 2017 ServiceNow All Rights Reserved 24© 2017 ServiceNow All Rights Reserved
Impact On Customer Service
Poor customer satisfaction
Increasing costs
Reactive service
Lost revenue opportunities
© 2017 ServiceNow All Rights Reserved 25© 2017 ServiceNow All Rights Reserved
A New Way Of Delivering Customer Service Is Needed
With ServiceNow, customer service is a team sport
Costs$
Satisfaction+
Engineering
Finance
Field Service
Fix!Issue
…
$Case
© 2017 ServiceNow All Rights Reserved 26© 2017 ServiceNow All Rights Reserved
The Essentials for Delivering Proactive Customer Service
Create self-service portals for common tasks
Identify root cause to speed resolution
Assign issues to the right department
Identify trends to preempt customer issues
Effortless Connected Proactive
© 2017 ServiceNow All Rights Reserved 27© 2017 ServiceNow All Rights Reserved
1. Make It Easy For Customers To Engage
• Contact center management
• Omni-channel: Email, phone,
chat, social media, mobile
• Intelligent routing
© 2017 ServiceNow All Rights Reserved 28© 2017 ServiceNow All Rights Reserved
• Personalized portal
• Service catalog
• Knowledgebase
• Social Q&A
• Workflow/automation
2. Reduce Case Volume With Self-Service
© 2017 ServiceNow All Rights Reserved 29© 2017 ServiceNow All Rights Reserved
• Internet of Things (IoT) for
monitoring and issue
identification
• Auto-creation of cases to be
diagnosed and resolved
3. Monitor For Issues And Create Cases Automatically
© 2017 ServiceNow All Rights Reserved 30© 2017 ServiceNow All Rights Reserved
• Drive accountability
• Assign tasks to field service,
engineering, finance and other
departments
4. Assign Tasks Across The Enterprise
© 2017 ServiceNow All Rights Reserved 31© 2017 ServiceNow All Rights Reserved
• Fix underlying issues
• Preemptively communicate to
customers
• Act on trends
5. Prevent Future Calls
© 2017 ServiceNow All Rights Reserved 32
Customer Service Management From ServiceNow
Powering Customer Service For The Digitally Connected Economy
Omni-ChannelEngagement
Service Management Infrastructure
Incident - Problem - Change - SLA - CMDB - Asset - Workflow - Collaboration - Mobile - Analytics - API
Customer Service Processes
Field ServiceWork Order
CustomerCase
Account Contact Contract Entitlement ProductPhone
Knowledge
Catalog Survey
Chat
Portal
SMS
Publications
© 2017 ServiceNow All Rights Reserved 33© 2017 ServiceNow All Rights Reserved
ServiceNow Customer Service Management
Effortless Connected Proactive
Automate and personalize self-service
Assign and resolve issues
Monitor and prevent issues
© 2017 ServiceNow All Rights Reserved 34
• Don’t miss Knowledge17, May 7 – 11, Orlando
• Join us at:
• The Art of Amazing Customers, featuring Shep Hyken: April 2 – 6
• Field Service: April 18 – 21, Palm Springs, CA
• Customer Service Experience: April 24 – 26, Washington D.C.
• Call Center Week 2017: June 26 – 30, Las Vegas
• Learn more at www.servicenow.com/csm
Q & A
www.tsia.com© Technology Services Industry Association
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