asiakastuen uudet tuulet
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05/03/2023 Presentation name | Confidentiality 1
Asiakastuen uudet tuulet
Matti ToivonenHead of Customer Service
05/03/2023 2Käyttäjäpäivät 2015| Public
05/03/2023 3
Customer Service & Support Finland • OpusCapitas Customer Service and Support offers professional support for
OpusCapita’s customers with around 40 employees– Our first tier resolution rate is over 80%
• Our supported support channels are:– Customer Service Portal– Phone – Email
Käyttäjäpäivät 2015 | Public
• Our operations are divided in following way– Service Desk
• 24/7 platform and operational process monitoring• Handling of incidents in messaging platforms related to EDI, eInvoice, Printing & Digitizing
– OC Software Support• Support for OpusCapita Software customers in error or request situations (Including Manager –
solutions)– Altogether 9 Financial professional
– General Customer Service• General Customer Service inquiries• Service Request fulfillment and order handling• OpusCapita’s invoice support
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Changes in 2015• Towards harmonized Customer Service and Support organization
– Focus on End to End process support both Purchase to Pay and Order to Cash– Aim for local language support and improved availability for all major markets– Support process harmonization & Common Support tools
Käyttäjäpäivät 2015 | Public
• Phone system renewal Autumn 2015– Possible changes for phone numbers (separate communication)
• Opusflow as main support tool introduced May 2015– New Portal: www.opusflow.service-now.com/CSP– The best way to get support and monitor ongoing cases– Knowledge Base (former AnswerBook) access– Key-user functionality to monitor all cases from the company and manage other users– Improved message templates, prehandling process and feedback survey
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Net Promoter Score (NPS) for Customer Service & Support in Finland
Käyttäjäpäivät 2015 | Public
2014
Sep Nov
2015
Jan
MarMay Ju
l0
10203040506070
0
100
200
300
400
500
No. answersNPS
”How likely is it that you would recommend OpusCapita to your business colleagues?”
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Focus areas for development in CS
• Customer Experience– Monitoring and reaction to feedback– Reminder: iPad lottery during 2015
• End to End resolution capability in O2C and P2P• Continuous improvement in key areas
– Communication– Response & Resolution time improvement– First time resolution
• Software Robotics utilization in Customer Service
Käyttäjäpäivät 2015 | Public
05/03/2023 Presentation name | Confidentiality 7
Thank You!Kiitos!
Matti ToivonenHead of Customer [email protected]