csm presentation solution stream nowforum knaggs kopyciok … · 2020-06-07 ·...

© 2016 ServiceNow All Rights Reserved

Mike KnaggsSolution Business Manager – Customer Service ManagementServiceNow

Tom KopyciokLead Solution Consultant – Customer Service ManagementServiceNow

Future Of Customer Service -‐ Today!

[email protected] | [email protected] | #NowForum


The Importance Of Customer Experience

ServiceNow’s Approach To Customer Service

Demonstration

Closing Thoughts

Agenda



The Changing Expectations In The Age Of The Customer



It’s A Strategic Objective In Most Annual Reports

“Improve Customer Advocacy”

“Service Leadership”

“Customer Strategy Delivering Service Excellence”

“Customer And Store-‐Led Culture And Team”

“Putting Customers First”



RetentionRate

Share of Spending

Word of Mouth Referrals

Pricing Cost Efficiencies

The Business Value Of Customer Experience (NPS)

“Promoters are, on average, worth 2.6 times more than detractors*”2.6X

*Bain & Company -‐ The Powerful Economics of Customer Loyalty in Australia (2013)

PROMOTERS PASSIVE DETRACTORS

10 9 8 7 6 5 4 3 2 1 0



Customer Effort And Customer Loyalty

of customers who had high-‐effort experiences reported being disloyal,

of customers with low-‐effort experiences who reported being

disloyal”

“96%

9%compared to only

The Effortless Experience (2013) – Matthew Dixon, Nick Toman and Rick Delisi of CEB



What Are The Drivers Of Effort?



Drivers Of Effort: Transfers

Transfers (.20x)




Drivers Of Effort: Perceived Additional Effort To Resolve

Perceived Additional Effort To Resolve (.23x)Transfers (.20x)




Drivers Of Effort: Repeating Information

Repeating Information (.46x)Perceived Additional Effort To Resolve (.23x)Transfers (.20x)




Drivers Of Effort: Generic Service

Generic Service (.52x)





Drivers Of Effort: More Than One Contact To Resolve

More Than One Contact To Resolve (2.52x)






Drivers Of Effort: Engage vs Problem Resolution

More Than One Contact To Resolve (2.52x)



Engage

Problem

Resolution(Diagnose/Fix)




The Customer Experience Gap

of companies say they deliver superior customer service

of people think these same companies deliver customer service worthy of a

superior rating

80% 8%YET

Forrester



Existing Customer Service Solutions Are Broken

DiagnoseFix

Engage

CRM Approach

??

Engage

Service Management Approach



A New Way Is Needed

DiagnoseFix

Engage

ServiceNow Approach

More Than One Contact To Resolve

Transfers

Perceived Additional Effort To Resolve

Repeating Information

Generic Service

The Number One Driver Of Effort



How Customer Service Maps To Service Management

Diagnose FixEngage

Traditional Solutions

Root Cause (Problem)Case Engineering

Operations

Other Departments

Field Services

Install Base (CMDB)

Self Service(Service Catalog)

Customer



Customer Service Management From ServiceNowPowering 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

Email

SMS

Publications


Demonstration



Joe Smith -‐ Consumer – The Effortless Experience

• Recently purchased mobile phone and plan -‐A Star Systems S7 on a $70 plan.

• Previously an Orange fanboy

• Going to Costa Rica on holidays -‐Needs to enable international roaming

• Phone gets really hot after charging

• Busy consumer

• Expects service to be effortless



Service Management is a better approach to customer service because it more effectively addresses the drivers of customer

effort, focusing not just on engaging with customers, but also on resolving the underlying issues (diagnose/fix).

Key Takeaway



Epicor: System Consolidation Enables Fast, Effortless ServiceWith ServiceNow Customer Service Management

Results• Single system consolidating 10+ CRM

systems and 50+ customer portals

• Better agent visibility for faster service

• Increased effectiveness and NPS

• Decrease in support concessions



NICE Systems: Connected Service Experience Increases Customer SatisfactionWith ServiceNow Customer Service Management

Results• Mean time to resolve tickets reduced

• 8x reduction in ticket data entry time

• Faster resolution of root causes that drive improved customer satisfaction

• Faster delivery of trends and analytics



Thank YouMike Knaggs

Solution Business Manager

ServiceNow

[email protected]

Tom Kopyciok

Lead Solution Consultant

ServiceNow

[email protected]

Thank You

csm presentation solution stream nowforum knaggs kopyciok … · 2020-06-07 ·...

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