three keys for unlocking service excellence in a world of mobile workstyles: tsw2013
TRANSCRIPT
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Three Keys for Unlocking Service Excellence in a World of Mobile Workstyles
Stephen Smith | Citrix 10.21.2013
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Mobile Workstyles On The Rise
More and more organizations are implementing strategies and solutions that allow people to work from anywhere, anytime, and on any device
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Who’s ready?
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It’s really about no disruption in today’s cloud-connected world
and
keeping people productive
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In this session…..
1. Support trends impacting our customers today
2. Best support practices to elevate your competitive advantage and move to a Services 2.0 model
3. Three keys for success in transforming support delivery in the new support era
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Support Trends Impacting Our Customers Today
• Demand for multi-channel support solutions growing
• More customers using mobile devices to request support
• Growing # of customers looking to self-service & community for answers
• Emergence of proactive engagement in the service & support world
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Key #1
Delivering cost-effective technical support has become a business imperative.
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Uptime means keeping people, their devices and apps ready for work, and…
Ensuring users are always connected and productive,
Delivering a remarkable support experience, with
Tools so easy to use, the support team is energized and responsive
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The IT Support Challenge
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People are all around the world
Multiple devices, each with unique configurations
People are mobile, working remotely at any time
IT Support Your IT team is alsodistributedMission-critical apps and
files are in the cloud Internal support is now external, and vice versa
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Driving an IT Revolution
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MOBILE DEVICES
10BMORE APPLICATIONS UNIQUE CONFIGURATIONS
50% INFINITE
Net-Net: Exponential IT support burden
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Key #2
Embrace chat, social and self-service for resolving simple incidents and service
requests.
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Changing demographics and service preferencesMulti-channel Support
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Transforming supportChat, Social & Self-Service
Communities & Forums
Social Support
KMS & Self-Help
Live AssistanceGoToAssist
&
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Key #3
Rethink Support Delivery
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One solution for internal and external support
Self-service portals & social support features
Advanced remote support & chat features
Workflow managementA known set of incident mgmt features
Simple is better
approach
Simple is better
approach
Proactive IT monitoring & alerting
What Does IT Need To Survive
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Move from Service Desk 1.0 to 2.0
• Operate anywhere, any time, any platform
• Restore user satisfaction • Be more efficient with no
additional resources• Be mobile first• Maximize uptime
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Great Support is Now a Competitive Advantage
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Old approach to service
Better approach to service
Transactions
Email or phone
“We don’t support that”
Cobbled-together solutions
Complex procedures
Engagement
Channel of choice: social, mobile
“We can support anything”
Integrated services
Frustration-free experience
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Customer Successes
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Reduced outstanding call backlog
by 25%
Expects 300%
revenue growth
Experienced 30% higher productivity
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Key Takeaways
• Embrace mobility; have a plan
• Find efficiencies by utilizing new technology
• Replace single point tools with integrated toolsets
• Offer multi-channel support (including social support)
• Achieve service excellence by following Service Desk 2.0 tactics
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Contact Information
Stephen SmithCitrix (Online Services Division)Sr. Technical Product Marketing Manageremail: [email protected]: @tweetersmithyPhone Number: +1 805 324 8457
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