closing the software consumption gap - akula tsw 2012
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Closing the Consumption Gap with Insights from Value Realization Scorecards
Dr. Vasudeva Akula, Director, Global Business Enablement, NICE Systems
Software solutions that take organizations from ins ight-to-impact, addressing three main business segments:
Financial Institutions
Ensuring compliance and prevent financial crime
Government agencies, public and private organizations
Ensuring safety & security
Enterprises
Enhancing the customer experience and increasing revenues through all customer interaction channels
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Customers Expected full year non-GAAP 2011 revenues*
Service ProfessionalsCountries
1986Founded
NICE Global Services Activity Domains
Business Consulting
Customization Solutions
Solution Delivery
Customer Education Services
Global Support
Customer
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NICE’s Strategic Move From Recording Solution ProviderTo Advanced Analytics Software Solution Provider
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THE BACKGROUND
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The Challenge: Poor User Adoption
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Risk of Reduced customer satisfaction, re-purchase delays and vulnerability to competitive displacemen t.IMPACT:
1 Source: TSIA/Neochange 2009 Study
50% of software functionality paid for and licensed by organizations is not actually used.
Executives surveyed:
69% indicated that the No. 1 driver of value realization was “effective user adoption”.
30% of software maintenance contract cancellations are attributable to lack of effective adoption. 1
• 88% of executives say they now expect value enablem ent and/or process alignment services from their vendors
– A key element of addressing the challenge, Value Realization Scorecard (VRSC) from NICE Business Consulting Services’
– Enables customers to fully adopt solution capabilit ies and realize the value they expect
The Solution: Bridge the Adoption Gap
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Source: Complexity Avalanche – Overcoming the Treat to Technology Adoption, J.B. Wood, TSIA
Proliferation of Product Features and Complexity
Ability of Customers to Consume Features
Adoption Gap
• 88% of executives say they now expect value enablem ent and/or process alignment services from their vendors.
• A key element of addressing the challenge, Value Re alization Scorecard (VRSC) from NICE Business Consulting Services’
• Enables customers to fully adopt solution capabilit ies and get the value they expect.
The Solution: Bridge the Adoption Gap
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Source: Complexity Avalanche – Overcoming the Treat to Technology Adoption, J.B. Wood, TSIA
Proliferation of Product Features and Complexity
Ability of Customers to Consume Features
Adoption Gap
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NICE’S SOLUTION TO ADOPTION CHALLENGE
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Value Realization Score Card (VRSC)
Solution Usage
Top-to-bottom tracking, from senior management down to call center agents.
Impact and Adoption
Qualitative and quantitative business impact and adoption, within the contact center and across the enterprise.
Criticality & Customer
Satisfaction
For both the solution and its implementation process.
VRSC provides fine-grained information necessary to accurately identify gaps between the maximum success potential for any given customer and the cu stomer’s actual solution adoption
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THE VRSC IN DETAIL
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Value of each module to different levels of users
Value Realization Score Card: Details
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Business Impact, Criticality & Effort Assessment
Value Realization Score Card: Details
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Customer perception and satisfaction levels
Value Realization Score Card: Details
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VRSC scores are generated three times during the course of each project, over a three month interval, in order to b est gauge improvement over time
VRSC Reports
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• Detailed scoring in each main section and all sub-sections• Completely
configurable for continuous improvement
• Supports best practice development based on successful project patterns
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Detailed Scoring
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Customer Success Through VRSC
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• Large scale deployment: Over 100 projects in leading utility, airline, financial services, insurance, and healthcare companies in the United States.
• Benchmarks with customer-to-customer comparison w/ Industry
• Gap Analysis and Opportunity identification for Higher Adoption
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ENABLING VALUE REALIZATIONBusiness Consulting Methodology Enhancements
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Value Realized Vs. Business Consulting Man Months
Man Months
Top 3 VRSC Average Linear (Top 3 VRSC Average)
Val
ue R
ealiz
atio
n S
core
1009080706050403020100
• Clear Correlation of Higher Solution Adoption and R ealized Value with More Consulting Time
– Each additional month of consulting significantly increases overall value realized
• New Solution Adoption Services Launched Via Busines s Consulting– Uniquely Designed to Drive Customer Success: Optimization & Follow-Up Consulting
– Long Term Consulting Services w/ Business Transformation Goals
Business Consulting: Driving Value for Customers
• Align your NICE solution with your processes & busi ness goals• Equip your key users with industry and vertical exp ertise• Drive business transformation with change managemen t guidelines• Prepare management and end users for higher solutio n adoption• Accelerate ROI across enterprise with a smooth, qui ck rollout• Ensure business process optimization with proven pra ctices
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Delivering Meaningful &
Actionable Information
Workshops & User Adoption
Industry Knowledge & Best Practices
Performance & Process
Improvements
Business Assessment & Gap Analysis
Marrying up People,
Process & Technology
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Business Consulting Activity Highlights
Improved Methodology with Lessons Learned
Delivering Meaningful &
Actionable Information
Delivering Meaningful &
Actionable Information
Delivering Meaningful &
Actionable Information
Workshops & User AdoptionWorkshops & User AdoptionWorkshops & User Adoption
Industry Knowledge & Best Practices
Industry Knowledge & Best Practices
Industry Knowledge & Best Practices
Performance & Process
Improvements
Performance & Process
Improvements
Performance & Process
Improvements
Business Assessment & Gap Analysis
Business Assessment & Gap Analysis
Business Assessment & Gap Analysis
Marrying up People,
Process & Technology
Marrying up People,
Process & Technology
Marrying up People,
Process & Technology
BUSINESS IMPACTSBusiness Consulting Methodology Enhancements
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Improvements achieved by numerous customers using business consulting after implementing the Analytics Based Quality Opti mization (AQO) Solution from NICE
• 11% reduction in AHT
• 17% increase in FCR
• 22% reduction in Escalation
• 50% reduction of repeated calls
• 12% increase in Agent Productivity
• 9% increase in collection rate
• 2.1 points increase in NPS
Utility, Airline, Financial Services , Insurance an d Healthcare companies in the US
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VRSC & Business Consulting: Proven Results!
Case Studies
The Three R’s: Key Improvements
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Revenue
Increased Revenue
References
Gained New Reference Customers
picture
Repeatability
Improved Repeatability
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SUMMARY
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Enabling Success
Innovative Thinking and Creative Effort
• Measure customer feedback during the project
• Leverage benchmarks & customer to customer comparisons
• Collaborate with customer management team in addressing adoption challenges
• Revenue, References, Repeatability : Key to PS Growth!
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Vasudeva Akula, Ph.D.Director, Global Business EnablementSix Sigma Black BeltNICE Global Services
T: 571- 918- 4104M: 703 - 597- 3843F: 201- 964- 22610E: [email protected]
NICE Systems301 Route 17N, 10th FloorRutherford, NJ 07070