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Jacqui McGowanIT Program Manager – Telstra Software EngineeringTelstra
Telstra ‘Get Help’ Digitisation Journey
Cam QuirkeGM nbn™ Customer CareTelstra
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Agenda
• Introduction to Customer Care and ‘Get Help’
• Our experience and outcomes so far
• Key learnings and next steps
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EXPERIENCE: 4 years – IT BA, 2 years - IT Portfolio Manager, 3 years – IT Program Manager
EXPERTISE: Program Governance, DevOps, Agile Delivery, Change Management, Continuous Improvement driving Delivery & Operational maturity
CURRENT PROJECTS: Leading a key simplification & digitisation project; transforming customer experience & creating persistent DevOps teams and ongoing Agile delivery
Speaker Introduction
NAME: Jacqui McGowan
TITLE: IT Program Manager
FUNCTION: IT & Digital Solutions Telstra Software Engineering
COMPANY: Telstra
NAME: Cameron Quirke
TITLE: GM nbn™ Customer Care
FUNCTION: Business Operations Lead
COMPANY: Telstra
EXPERIENCE: 2 years – Telstra Operations, 7 years – Banking Operations
EXPERTISE: Service Process Excellence, Business Operations, Customer Experience
CURRENT PROJECTS: Leading business input into our nbn™ simplification & digitisation project; leading our nbn™ operational transformation to significantly improve customer experience
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Objectives and What We Will Discuss
Objectives
– To illustrate our adoption of ServiceNow in nbn™ network Customer Care and how Business/IT partnering is delivering significant improvements in our customer service capability
What we will share
– An understanding of the nbn™ network Customer Care environment
– Learn about ‘Get Help’, including our Service Now implementation
– Our learnings for applying scaled agile to unlock value in customer service delivery
– A discussion on how the lessons may apply to you for your initiatives/projects
nbn™ network introduced material changes to the customer and our operating environment
– The roll-out of the national broadband network introduces new voice and data technologies across Australia as well as a new intermediary to the customer experience
– The intended uplift in customer experiences brought by the new technologies is dependent on consistent customer experiences between telcos, on-time delivery and clear ownership when problems arise.
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nbn™ network Consumer Customer CareProviding support to Telstra nbn™ network customers with post-sales, post activation support:
Our nbn™ product offering has rapidly become a key customer offering:
• nbn™ connections grew by 676k in FY17 to 1.1million, bringing total market share to 52 per cent (ex-satellite)
• Managing agent-assisted calls, across 3 countries and operating 24x7
• Technical customer support responding to a wide range of customer queries or service disruptions
• The nbn™ product offering and nbn™ network model is relatively new & quite different for many customers
• There is increasing demand for digital support channels via web-based information, support, self-serve tools and chat capabilities
Telstra is a customer-centric organisation, a brand-leader in Australia and a driver of innovation. In order to meet our strategic objectives for nbn™ product offering, we are focused on delivering a customer service model that is accessible, scalable, intuitive and delivers an outstanding customer experience.
As a result, we founded our ‘Get Help’ transformation programme, enabled by Service Now & digital service application architecture
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Customer Goals and Transformation Objectives
Our Customer Service Goals:
• Reduce customer effort associated with migrating to and using nbn™ services
• Simplifying our Agent tool-set, increasing focus on customer service vs technical knowledge
• Increasing our visibility of root cause issues and increase resolution on the first call
• Enriching ticket information where escalation is required to reduce cycle times or rework with 3rd parties
• Creating Enterprise extensible capabilities and enabling them for seamless self-serve and low-friction digital pathways
Get Help Objectives:
• A fully integrated agent tool set to enable fast, efficient, effortless resolution for our customers
• Simplify the agent environment, always presenting the most accurate and effective support pathways
• Enable an omni-channel experience that delivers a low effort and consistent experience across channels
• Adopt new approaches to business transformation, with IT and Business Operational teams partnering on rapid, MVP deployments with high velocity feedback
• Incorporate customer-led design, enriched through an analytics and insights capability that feeds constant, highly relevant improvement opportunities
• Enable ‘straight-through’ processing with nbn co in order to minimise cycle-time through strict data quality standards, real-time processing and efficient exception handling
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Our e2e Get Help Digital Solution…aligned to Enterprise Architecture Principles
Strategically Aligned | Resilient & Secure | Scalable & Re-usable
Appointment Digital Services
Ticketing Digital Services
Process Workflows
Dig
itiz
ed P
latf
orm
(Mic
ro s
ervi
ces)
SaaS Product
APIs
IVR
Digital U
ser Interfaces
BOH UIBrowser Window
Appointment ‘core’ Systems
Appointment Bounded-Context
FOH UI
API
Customer Ticketing
‘ServiceNow’ native UISelf-Serve UI
New for FY18
Live in Production; ongoing enhancements
Legend of colour coding
Customer Self-Serve
FoH Agent
Inbound Customer Call
BoH Agent
APIs
Ticketing Bounded-Context
API
‘ServiceNow’ native UI
Age
nt T
ool B
ar
Other Ticketing ‘core’ Systems
Customer Service Impact Digital Services
Customer Service Impact Bounded-Context
Network ‘core’ Systems
Etc.
Etc.
Etc.
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Our Service Now Solution at a Glance
We’ve exposed Service Now in two parts:
1) highly guided, data driven and agent friendly GUI for our customer-facing teams
Driving simplicity and minimum effort:
• Systems reduced from 9 to 1
• Data driven workflow that ensures consistency and accuracy
• Automated service testing in IVR, within call and extensible across enterprise
• Automated B2B gateway with 3rd
parties removing manual handling, data entry and certainty around data quality
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Our Service Now Solution at a Glance
2) A data-rich, automated and flexible ticket management engine with insightful analytics, routing and exception management
Automation and Efficiency:
• Data driven workflows with direct-sourced Test and Diagnostic data removing subjectivity
• Direct B2B gateway with 3rd parties removing manual handling and data entry into service portal, full Straight through processing (STP)
• Single BOH Ticket management capability, including automated escalation to assurance resolver groups (enterprise extensible)
• Rich analytical insights on performance, exceptions and volume drivers
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Lessons Learned
Realising the benefits of a highly integrated solution; ensure enough priority to implementing error handling & monitoring/alarming
Designing & implement in small increments; identify both vertical and horizontal slices. Validate quickly to ensure fit for purpose
Ensuring availability and accessibility of knowledgeable business product owners – ensuring optimal prioritisation, rapid resolution of requirement uncertainties and certainty of delivered performance against success criteria
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Our Next Steps
Mature our software
delivery & operations (Dev ops)
Enhance the foundation & leverage to
other products
Operate at a faster pace,
using benefits &
prioritisation
Fully scale the solution across our Operation
Enhance Data Analytics
capabilities
Share the learning, and
learn from others
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1 2 3
Top Takeaways
Ensure you are clear on your Customer,
Business & IT objectives upfront;
then design, implement &
validate iteratively
Maximize the use of “out of the box”
software capabilities for rapid
implementation
Integrated Business & IT Delivery; co-location enables faster decision
making & interactions
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Thank You
Jacqui McGowanIT Program Manager – Telstra Software EngineeringTelstra
Cam QuirkeGM nbn™ Customer CareTelstra
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Q & A
Jacqui McGowanIT Program Manager – Telstra Software EngineeringTelstra
Cam QuirkeGM nbn™ Customer CareTelstra