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EpicCare a year on—moving to Knowledge Centric Support using ServiceNow CMS

Ian AshbySenior Vice President, Global Support

Epicor Software Corp.

3 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18

Experience: 20+ years in technology companies: from large and quoted through to small VC-backed startups

Expertise: Operational, Commercial, Strategic

Achievements: Successful implementation of ServiceNow for Customer Service at Epicor as part of a major Business Transformation project

Current projects: Executive sponsor for “EpicCare”

Speaker introduction

Name: Ian Ashby

Title: Senior Vice President, Global Support

Function: Support and Maintenance services

Company: Epicor Software Corp.


Agenda

Epicor overview/introduction

The case for change: EpicCare

What we achieved up to K17

EpicCare a year on—moving to Knowledge Centric Support using ServiceNow CMS

EpicCare feedback


Epicor overview/introduction


Epicor at a glance

~20,000

customers

3,800

employees

150

countries

~$1 billion

revenue

70+

products

Complete value chain solutions—

B2B and B2Cthe World’s 5th largest ERP software provider


Epicor brand and tag line


Fit Ease Growth

Epicor three strategic pillars


Telecommunications

Banking

Insurance

Healthcare

Government

Oil and Gas

Real Estate

Manufacturing

Distribution

Retail

Education/Research

Utilities

Media

Professional Services

Epicor’s laser-focused vertical approach


Vertical approach example: US distribution

• 60% of Industrial Distribution’s Big 50

• 56% of Electrical Wholesaling’s Top 200

• 49% of Supply House Times’ Premier 150

• 39% of The Wholesaler’s Top 100


Epicor values


The case for change: EpicCare


Epicor support overview

• Support for Epicor SW, technology, and third-party SW products

– Support and maintenance fees are approximately 50% of company revenues

• 16 main support centers

– From New Zealand to Europe to the Americas…

– Newest support center in Bangalore, India (the ITC)

• Providing support in 21 languages

• Handling 500,000 support contacts p.a.

• Phone, portal, and e-mail

• Supporting customers and partners


1972

2017

Epicor’s evolution

• Multiple acquisitions, mergers, and shareholder changes over 40+ years

• Complexity and Systems proliferation, especially in support operations

http://www.iapshop.com/

http://www.progressive-solutions.com/


15+ support systems…

The challenge!

…and 50+ Customer Portals!


Our critical choice

• Customer relationship management (CRM) is a system for managing a company's interactions with current and future customers

• It often involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support

• Today's CRM software is highly scalable and customizable, allowing businesses to gain actionable customer insights with a back-end analytical engine, view business opportunities with predictive analytics, streamline operations and personalize customer service based on the customer's known history and prior interactions

• ITIL is the process of aligning enterprise IT services with business and a primary focus on the delivery of best services to end user (customer)

• ITIL focuses on delivering services such that that the end-user experiences the most desired result

• Focus is on standardizing

• Measures the operational efficiency in meeting service level expectations

• ITIL is a comprehensive suite of best practices

CRMService Mgmt

…BUT with an External Focus!!


Our decision

• EpicCare: major investment into a transformational project to deliver a single global support platform for all customers, all products, driven by desire to improve customer satisfaction

• To partner with ServiceNOW to deliver the EpicCare platform

• To focus on getting the system implemented and rolled out across the entire company as part of ‘Phase 1’

– With the minimum of true “customizations”


What we achieved up to K17


EpicCare rollout—7 waves

Wave Primary products Planned go-live date

Wave 1 Eclipse April 2016

Wave 2 Distribution June 2016

Wave 3 Prophet 21, Eagle August 2016

Wave 4 Auto, iSolutions, Enterprise November 2016

Wave 5 Epicor ERP December 2016

Wave 6 iScala, BisTrack US January 2017

Wave 7 Tropos, BisTrack UK, CMS March 2017


EpicCare rollout—results

• 7 wave roll-out completed in March 2017

– All customers and partners, all products, globally, using EpicCare

– All 7 waves delivered on schedule

– Achieved ambitious 12 month “stretch” target for completion date

– Slightly under budget

• 51,000 registered users; 500,000+ support cases p.a. run-rate, 33% via portal and growing

• Project viewed as a major success

• The “End of the Beginning”


EpicCare implementation size

# Products: 71 # Product Models: 25k Supported; 264k Total# Customer Assets: 804k Supported; 1,592k Total

# Accounts: 19k Entitled to Support; 41k Total# Contacts: 51k Active for Support, 25k Portal Users; 100k Total# Partners: 764 Partners with 4,646 Contacts

# Support Cases created Apr 16–Mar 17: 286k# Archived Support Cases: 6.3m


EpicCare a year on—moving to Knowledge Centric Support using ServiceNow CSM


EpicCare: transforming Epicor Customer Support

Knowing our customer


EpicCare Customer Portal


Submission Solution determined Solution proposed Solution accepted

Rejected

Accepted

Quality review

Epicor Case Management and Positive Case Closure (PCC)


Other Key Activities post—EpicCare Go-Live (I)

• Driven by the success of the EpicCare ServiceNow CSM project, replacement of existing 2 year-old internal IT ticketing system with ServiceNow ITSM

• Successful upgrade of ServiceNow CSM from Geneva to Jakarta

– Completed over a weekend with no impact to customers or live support operations

– Enabled removal of multiple customisations

– Access to additional functionality, improved performance


Other Key Activities post—EpicCare Go-Live (II)

Item Main Impacted Teams Benefit

“White space” analysis to drive

sales activity

Installed Base Sales, Marketing Add-on revenues

Customer self-serve for live SW

version tracking

Support, Licensing, Product

Management

Automation, Efficiency, Customer

Communications

Automation and tracking of

support contract amendment

requests

Account Management, Renewals,

Operations

Automation, Efficiency, Tracking

GDPR and other data protection

issues

Marketing, Legal, Product

Management

Compliance, Avoiding

Costs/Penalties

Market/Customer Analysis (e.g.

customers by geography and

product)

Product Management, Marketing,

Sales

Roadmap insight, Revenue,

Resource allocations

Extending beyond the Epicor

Global Support teams

Legal, Professional Services, Other Utilisation, Efficiency, Visibility

Unexpected benefits from EpicCare:


Moving to Knowledge Centric Support (KCS)

• Fundamental change of approach—all Knowledge to be made available to entitled customers, 24x7x365

• New KnowledgeBase in EpicCare, with full multi-media capabilities

• Accessible through targeted searching, and prompted during support case creation

• Targets for Knowledge creation set as MBO for all support employees

– Balancing quality/consistency with the needs/demands of the YouTube generation

– Leveraging support case details directly for Knowledge “bites”

• Streamline Knowledge creation processes

• Training of Knowledge Champions

• New KPI and management metrics: Knowledge creation (int. and ext.,) Knowledge consumption, Knowledge Quality Ratings, Case Deflection, etc.


Knowledge KPIs and reporting• Knowledge Management Dashboard built into EpicCare

• Real-time information; tables, graphs and other widgets

• 10,000+ Knowledge views per month


KCS and video-based Knowledge example

• Animated videos on how to get the most from EpicCare–Part of EpicCare Knowledge Base

• 6,000+ views to-date


KCS: Improving performance and the customer experience


EpicCare feedback


EpicCare feedback

Retail Customer: “HUGE improvement over the old system…

What am I going to do with all of my free time?”

“Distribution Customer: The new portal is amazing—it’s everything you hope for in a

modern support portal…Especially like the formatting in the Knowledge Base”

Epicor Employee: “Good to see the discussions we had

recently have been implemented so quickly and willingly”

Manufacturing Customer: “EpicCare is working well and support has

been great…certainly a well-functioning support system”

Channel Partner: “Congratulations…EpicCare helps us!”

Epicor Employee: “Great to see several improvements we

discussed around case resolution being rolled out…”


And most importantly…

0

5

10

15

20

25

30

35

Q4 16 Q1 17 Q2 17 Q3 17 Q4 17

NP

S in

%EpicCare support survey NPS


An award for EpicCare

• The EpicCare project announced as the winner of a “Stevie” for Customer Service Department of the Year in the 2017 American Business Awards

• Comments from the judges:

– “A transformative year for Epicor. Not many can replace all their systems and still show improving metrics”

– “The new electronic case management system is impressive”

– “You have been able to navigate the complexity of mergers and acquisitions nicely. Congratulations”

– “All I can say is ‘well done’.”


In Summary

• EpicCare still our most successful project to-date

• We’re now beyond “the end of the beginning,” but our journey of continuous improvement won’t ever stop

• Driving improvements for customers, partners, employees

• Knowledge Centric Support is a key focus for us—we can see the benefits already

– The multi-media capability and dashboards/reporting built into the platform help support our day-to-day operations

• STILL very happy with our choice of ServiceNOW CSM!

Questions?

Ian AshbySVP, Global Support

[email protected]: +44 7764 959 439Direct Tel: +44 1344 468 286 (UK)Direct Tel: +1 952 417 8686 (US)

Thank you

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