Roadmap for Customer Service Transformation How NICE Transformed - - PowerPoint PPT Presentation

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Roadmap for Customer Service Transformation How NICE Transformed - - PowerPoint PPT Presentation

Sep 11, 2022 249 likes •615 views

Roadmap for Customer Service Transformation How NICE Transformed Customer Service for its Global Customers Eyal Lubin , Director of Global Service Operations, NICE Agenda About NICE Going beyond CRM: The future of customer service

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Eyal Lubin, Director of Global Service Operations, NICE

Roadmap for Customer Service Transformation

How NICE Transformed Customer Service for its Global Customers

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Agenda

  • About NICE
  • Going beyond CRM: The future of customer service
  • Customer service transformation with ServiceNow
  • Change management best practices
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NICE at a Glance

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Global Customer Support at NICE

>100K Cases Annually 10 Support Sites 24 Days MTTR* >400 SE >90% CSAT** <5% R&D

* 2016 Resolved Cases ** Transactional Survey (top-bottom)

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NICE Customer Support Maturation Framework

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NICE Global Support Processes: From Old to New

Technical Account Management Global First Line Support/ Self Service Priority Support

Amer #1 Amer #2 Amer #3 EMEA APAC PS

Recording CSS Rec Apps PIM WFO/BO

Recording Recording Apps Multi-skilled CTI/ Tele-phony IC Loggers/ Storage/ Archive CSS RTI IA/ QM/ User Admin DB/ Infra/ Deployment Competency I Competency II Competency III Competency IV Portfolios WFO Multi-skilled NPM WFM ICM CEA Back Office Comms Surveillance Multi-skilled

Technical Support

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NICE Global Support People: Career Model

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CUSTOMER SERVICE TRANSFORMATION WITH SERVICENOW

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Transformation Journey

New and Improved Case Management

  • Intuitive Process
  • Enhanced UX

Collaborative Support

  • KCS
  • Social

Customer Empowerment

  • Service Portal
  • Reports
  • Case Deflection

Automation & Efficiencies

  • System Consolidation
  • Case Routing
  • Event Management
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10 Processes to Deliver Superior Customer Service

Case Management Service Portfolio and Configuration Service Level Management (SLM) Knowledge Management Customers and Contacts Social KPIs and Reporting 1 2 3 4 5 6 7 Event Management 8 Service Portal 9 Service Catalog and Request Fulfillment 10

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CASE MANAGEMENT SERVICE PORTAL EVENT MANAGEMENT (NOC) KNOWLEDGE- CENTERED SUPPORT

Key Capabilities: Deep-Dive

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The New Instance

INSTANCE

The new solution Identifier

Customer | Solution | Version | Location

License information UP/SP Agent amount Integration Remote connection details LOV Site phase Hosted Additional Instance Attributes

Service Offering

Time To Initial Response On Site Support Time To Resolution Coverage

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Flexibly Manage Customer Relationships

Some Co Service Provider Some Co2 Caller Company NULL Customer Type: Direct Business Partner Served By: Relationship Type: Business Partner

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Instance in ServiceNow

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Customer Information in ServiceNow

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Customer Support Organization and Process

Technical Account Managers (TAMS) Customer/Business Partner opens case Installation Help Desk (IHD) First Line Support (FLS) R&D (Certified BP Only for projects) Technical Support (TS) or Priority Support (PS)

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New Case Ownership Model

VISION: Minimize escalation and reassignment CONCEPT: Identify all skills and skill levels required to solve a case during case creation and assign the case appropriately IMPLICATIONS: 1. Minimize basic task management

  • 2. Skills and skill levels are managed in the system for each support engineer
  • 3. Case ownership moves between engineers via reassignment if different

skills are needed

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Re-assignment using ServiceNow

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CASE MANAGEMENT SERVICE PORTAL EVENT MANAGEMENT (NOC) KNOWLEDGE- CENTERED SUPPORT

Key Capabilities: Deep-Dive

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Customer Portal

CUSTOMER PORTAL

Designed for self-service and case deflection

Knowledge articles display integrated with case creation

  • Self registration and user

management

  • Case creation and management
  • Service request creation
  • Reports access
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Self-Service Registration

BC.com AC.com

ABC.com

Users of approved domains can self register users@ABC.com Approved super-users act as admin for their customers

Portal

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Customer Portal Home

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CASE MANAGEMENT SERVICE PORTAL EVENT MANAGEMENT (NOC) KNOWLEDGE- CENTERED SUPPORT

Key Capabilities: Deep-Dive

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Leading to Misalignment of Roles

▪ Customer Support is set up to primarily:

▪

Help Customers with “How To” type scenarios

▪

Identify and resolve configuration or software issues

▪ Yet these complex issues require Customer Support to troubleshoot within NICE Software to identify an issue outside of NICE Software ▪ All this is taking place WHILE the issue is impacting a customer

We are 7 hours without compliance recordings Its YOUR problem until you can show me that its not How can we record when we are not getting audio in the first place? We need your telephony experts to work with us on this

  • ne

Why do you just keep asking for Logs? Did you change anything recently in your telephony system?

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The Lightbulb Moment…

  • NICE already had a NOC which we

used to monitor our hosted infrastructure

  • Why don’t we direct the NOC to

identify issues in our customers’ on- premise environments or interfacing systems UPSTREAM BEFORE they manifest in a recording Benefits

  • Identify issues before damage is done
  • Immediately identify which party has the problem rather than waiting on NICE Support to troubleshoot

downstream in our systems

  • Issues that do require NICE Customer Support can be escalated with all the pre-requisite information from

the NOC without intervention of the customer

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So We Created Application Performance Services

APS (NOC) Quick Facts…

  • Established 2013
  • Fasting growing Value Added Service @ NICE
  • 100% Customer retention since establishment
  • Two redundant GTC locations in Bangalore & Pune
  • 80 engineers (more than 40 with deep recording or telephony experience)
  • Round the Clock Monitoring (24/7, 365 days)
  • 25 Global Customers – Mostly large international financial institutions with strict compliance requirements
  • 2,500 Monitored Servers and Growing
  • 50,000 Alerts addressed per Month
  • We even do Managed Services for 16 Customer Sites
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APS Response Model

Alarm Triggers in Sentinel Alarm Consolidation in Wiser True Alarms Identification Case Creation Case Handling & Closure

✓ Real time identification for issues in the customer environment ✓ Automatic trigger when issue was resolved (Up) ✓ Alarms consolidation in single repository (Wiser) ✓ Automatic population with relevant information regarding the alarm ✓ Manage rules to identify the alarm type and severity ✓ Smart identification for true alarms ✓ Automatic acknowledgment when issue was restored or reported ✓ Automatic case creation ✓ Customer notification when new case is created

Customer A Contact A

✓ Case will be reviewed and handled by APS team ✓ Restoration will be provided when needed ✓ Detailed resolution note will be sent to customer once the case resolved ✓ When NICE Support involvement is needed the case will reassign automatically to the relevant support group based on required technical skill & level ✓ All cases can be reviewed from Customer portal

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CASE MANAGEMENT SERVICE PORTAL EVENT MANAGEMENT (NOC) KNOWLEDGE- CENTERED SUPPORT

Key Capabilities: Deep-Dive

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Knowledge-Centered Support

KCS

Search Knowledge Use Knowledge Rate Knowledge

Faster Case Resolution Fewer Support Requests from Customers

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KCS-Case Management Integration

  • 1-Case Creation
  • Auto-search based on

solution, version, description

  • Retrieval based on relevance

and rating

  • 2-Case Handling
  • RATE RATE RATE!!!
  • Rating articles greatly

enhances the effectiveness of search results

  • 3-Resolution and Closure
  • Integrated article creation to case

resolution

  • Case information is automatically inserted

into article

  • Enhance articles using knowledge articles

creation guidelines to increase relevant retrieval

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PROJECT TIMELINE & CHANGE MANAGEMENT

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Project Timeline

Feb Jan Mar Apr May April 30th Go live!

Training 1 – Webinar February 22nd New Support Best Practices What has changed? Introducing Wiser - Webinar What’s ahead UAT - March 07th Selected users from all centers testing use-case scenarios Training 2 – April 01th Exercise-based system exploration Guided work on actual system

Awareness Campaign

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Internal and External Communications

  • New Vision for

Support

  • Project Plan

Initial Presentation

  • Highlight new

processes and process changes

  • Emphasis on benefits
  • f changes

New Processes Communication

  • 50+ Short Clips: 1-5 min each
  • Integrated into ServiceNow Knowledge

Articles

  • Exercises on Training Environment

Training Material Customer Communications

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Teaser Videos to Drive Awareness

One clip released each week leading up to the process changes presentation

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Top Three Key Takeaways

1. Skill-based Support Vs. Tier-based Support 2. Enable preventive maintenance using Knowledge-Centered Support 3. Lead the Change Management track of your Business Transformation project