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 • Customer service transformation with ServiceNow • Change management best practices
NICE at a Glance 3
Global Customer Support at NICE 10 >100K Support Cases Sites Annually 24 Days >400 SE MTTR* >90% <5% R&D CSAT** * 2016 Resolved Cases ** Transactional Survey (top-bottom) 4
NICE Customer Support Maturation Framework 5
NICE Global Support Processes: From Old to New Global First Line Support/ Self Service Priority Support Technical Support Amer Amer Amer EMEA APAC PS Recording Recording WFO Portfolios #1 #2 #3 Apps Recording Surveillance Multi-skilled Multi-skilled Back Office Multi-skilled Comms Competency I CSS Loggers/ Storage/ Archive DB/ Infra/ Deployment IA/ QM/ User Admin CTI/ Tele-phony Rec Apps Competency II WFM CSS NPM CEA ICM RTI IC PIM Competency III WFO/BO Competency IV Technical Account Management 6
NICE Global Support People: Career Model 7
CUSTOMER SERVICE TRANSFORMATION WITH SERVICENOW 8
Transformation Journey New and Improved Collaborative Customer Automation & Case Management Support Empowerment Efficiencies • Intuitive Process • KCS • Service Portal • System Consolidation • Enhanced UX • Social • Reports • Case Routing • Case Deflection • Event Management 9
10 Processes to Deliver Superior Customer Service Case Management 1 Service Portfolio and Configuration 2 Service Level Management (SLM) 3 Knowledge Management 4 Customers and Contacts 5 Social 6 KPIs and Reporting 7 Event Management 8 Service Portal 9 Service Catalog and Request Fulfillment 10 10
Key Capabilities: Deep-Dive CASE SERVICE MANAGEMENT PORTAL EVENT KNOWLEDGE- MANAGEMENT CENTERED (NOC) SUPPORT 11
The New Instance The new solution Identifier INSTANCE Customer | Solution | Version | Location License information Hosted Coverage UP/SP Agent amount LOV Time To Initial Response Service Integration Site phase Offering On Site Support Remote connection details Time To Resolution Additional Instance Attributes 12
Flexibly Manage Customer Relationships Business Partner Business Partner Direct Customer Type: Served By: NULL Some Co Some Co2 Service Caller Relationship Type: Provider Company 13
Instance in ServiceNow 14
Customer Information in ServiceNow 15
Customer Support Organization and Process Customer/Business Partner opens case (Certified BP Only for projects) Installation Help Desk (IHD) First Line Support (FLS) Technical Account Managers Technical Support (TS) or Priority Support (PS) (TAMS) R&D 16
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 17
Re-assignment using ServiceNow 18
Key Capabilities: Deep-Dive CASE SERVICE MANAGEMENT PORTAL EVENT KNOWLEDGE- MANAGEMENT CENTERED (NOC) SUPPORT 19
Customer Portal Designed for self-service and case deflection CUSTOMER PORTAL Knowledge articles display integrated with case creation • Self registration and user management • Case creation and management • Service request creation • Reports access 20
Self-Service Registration Portal Users of approved BC.com AC.com domains can ABC.com users@ABC.com self register Approved super-users act as admin for their customers 21
Customer Portal Home 22
Key Capabilities: Deep-Dive CASE SERVICE MANAGEMENT PORTAL EVENT KNOWLEDGE- MANAGEMENT CENTERED (NOC) SUPPORT 23
Leading to Misalignment of Roles We are 7 hours We need your without telephony ▪ Customer Support is set up to primarily: compliance experts to work recordings with us on this one Help Customers with “How To” type scenarios ▪ Identify and resolve configuration or software issues ▪ Its YOUR problem until How can we you can show ▪ Yet these complex issues require Customer record when we me that its not are not getting audio in the first Support to troubleshoot within NICE Software place? to identify an issue outside of NICE Software Why do you just keep ▪ All this is taking place WHILE the issue is asking for Did you change Logs? anything impacting a customer recently in your telephony system?
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 c ustomers’ 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 25
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 26
APS Response Model Alarm Triggers in ✓ Alarms consolidation in single repository (Wiser) ✓ Case will be reviewed and handled by APS team ✓ Automatic case creation ✓ Smart identification for true alarms ✓ Real time identification for issues in the customer environment Sentinel ✓ Automatic trigger when issue was resolved (Up) ✓ Restoration will be provided when needed ✓ Customer notification when new case is created ✓ Automatic acknowledgment when issue was restored or reported ✓ Automatic population with relevant information regarding the alarm ✓ Manage rules to identify the alarm type and severity ✓ Detailed resolution note will be sent to customer once the case Alarm Consolidation in Wiser resolved Contact A Customer A ✓ When NICE Support involvement is needed the case will reassign True Alarms automatically to the relevant support group based on required Identification technical skill & level ✓ All cases can be reviewed from Customer portal Case Creation Case Handling & Closure 27
Key Capabilities: Deep-Dive CASE SERVICE MANAGEMENT PORTAL EVENT KNOWLEDGE- MANAGEMENT CENTERED (NOC) SUPPORT 28
Knowledge-Centered Support Search Knowledge KCS Rate Use Knowledge Knowledge Faster Case Resolution Fewer Support Requests from Customers 29
KCS-Case Management Integration -1-Case Creation -2-Case Handling -3-Resolution and Closure • • • Auto-search based on RATE RATE RATE!!! Integrated article creation to case solution, version, description resolution • Rating articles greatly • • Retrieval based on relevance enhances the Case information is automatically inserted and rating effectiveness of search into article results • Enhance articles using knowledge articles creation guidelines to increase relevant retrieval 30
PROJECT TIMELINE & CHANGE MANAGEMENT 31
Project Timeline Introducing Wiser - Webinar What’s ahead April 30 th Training 1 – Webinar February 22 nd Go live! New Support Best Practices What has changed? UAT - March 07 th Selected users from all centers testing use-case scenarios Training 2 – April 01 th Exercise-based system exploration Guided work on actual system Awareness Campaign Jan Feb Mar Apr May
Internal and External Communications • Highlight new • New Vision for processes and Support process changes • Project Plan • Emphasis on benefits of changes Initial New Processes Presentation Communication • 50+ Short Clips: 1-5 min each • Integrated into ServiceNow Knowledge Articles Training Material • Exercises on Training Environment Customer Communications
Teaser Videos to Drive Awareness One clip released each week leading up to the process changes presentation
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
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