Increase Customer Satisfaction by Solving Issues Faster ...€¦ · • Implementing to increase adoption • Measuring achievement of outcomes • Increasing customer satisfaction

IncreaseCustomerSatisfactionbySolvingIssuesFasterJourneyDocument

INTRODUCTION....................................................................................................................................2

HOWTOINCREASECUSTOMERSATISFACTIONBYSOLVINGISSUESFASTER.........................................3

CUSTOMERJOURNEY...........................................................................................................................4OUTCOMES.................................................................................................................................................4METRICS.....................................................................................................................................................5

ADOPTIONJOURNEY............................................................................................................................6

CAPABILITYROADMAP.........................................................................................................................8OVERVIEW..................................................................................................................................................8MODERNIZE..............................................................................................................................................10TRANSFORM..............................................................................................................................................11INNOVATE.................................................................................................................................................12CONCLUSION.............................................................................................................................................13

PHASEDINTERACTIONS......................................................................................................................14MODERNIZE..............................................................................................................................................14TRANSFORM..............................................................................................................................................15INNOVATE.................................................................................................................................................16

HIGHLEVELINTEGRATIONSARCHITECTURE........................................................................................17

CUSTOMERJOURNEY-DELIVERY........................................................................................................18

NEXTSTEPS........................................................................................................................................19

Introduction

ThisdocumentisanoverviewoftheServiceNowreferencearchitectureforthejourneyrelatedtomodernizingCustomerServiceManagement.ThisdocumentshouldbeusedasaframeworktoassistwithdeterminingthestepstomatureyouruseoftheServiceNowplatformcapabilities.Thisdocumentincludestheanswerstoaseriesof‘how’questions:

• Howtoincreasecustomersatisfactionbysolvingissuesfasterattheexecutivelevel• Howtoachievetheoutcomesintheexecutiveoverviewofhowtoincreasecustomer

satisfactionbysolvingissuesfaster• Howtomeasuretoensureoutcomesintheexecutiveoverviewareachieved• Howtoincreaseadoptionthroughtheoutcomesmeasuredforachievementinthe

executiveoverview• Howtoimplementtheappropriatecapabilitiestoincreaseadoptionthroughthe

outcomesmeasuredthrougheachphaseofthejourney• Howtotechnicallyconfiguretheappropriatecapabilitiesimplementedtoincrease

adoptionthroughtheoutcomesmeasuredthrougheachphaseofthejourney• Howtoarchitectthetechnicalconfigurationsoftheappropriatecapabilitiesthrough

eachphaseofthejourney• Howtocoordinatewithexpertstoassistwith:

• Architectingthetechnicalconfigurationsoftheappropriatecapabilities

1©2017ServiceNowAllRightsReserved Confidential

IncreaseCustomerSatisfactionbySolvingIssuesFasterReferenceArchitecture

• Implementingtoincreaseadoption• Measuringachievementofoutcomes• Increasingcustomersatisfactionbysolvingissuesfaster

Formoreinformationortogetapersonalizedpresentationonhowthisappliestoyourorganization,reachouttoyourServiceNowAccountteam.Ifyouaren’tsurewhotoreachoutto,gotohttps://www.servicenow.com/contact-us.htmlandclickonsalestofindtheofficenearestyou.

HowtoIncreaseCustomerSatisfactionbySolvingIssuesFaster

The“Howto”diagramaboveillustratesthemulti-stepprocess,focusingonthecorefunctionalareasandunderstandingwhereinteractionsandintegrationsarerequired.Thestepsshownareasfollows:

1. Provideeffortlesscustomerserviceacrossanychannelatanytime.2. Encouragecustomerstohelpthemselveswithaself-servicecatalog,virtualagent,

knowledgebase,communities,socialQ&A,andportal.3. Proactivelymonitorcustomers’productsandservicesandtakeactiononpotential

issuesandoutages.4. Connectcustomerservicewithengineering,fieldservice,finance,andotherteamsto

driveaccountabilityforresolution.


IncreaseCustomerSatisfactionbySolvingIssuesFaster

MAKEITEASYFORCUSTOMERSTO

ENGAGE

1

ASSIGNTASKSACROSSTHEENTERPRISE

PREVENTFUTURECALLS

MONITORFORISSUESANDCREATECASES

AUTOMATICALLY

5

3

4

REDUCECASEVOLUMEWITHSELF-SERVICE

2

5. Fixunderlyingissuestoeliminatecalls,driveknowledgebasecontentchanges,preemptivelynotifycustomers,andactontrendsrevealedinPerformanceAnalytics.

CustomerJourneyOutcomes

Uponreviewingtheabovehow-todocument,manyorganizationsmayask,“Yes,buthowdoIachievethoseoutcomes?”Inordertodoso,theCustomerJourneyisathree-phaseprogression(ModernizetoTransformtoInnovate)deliveringbusinessvalueviaoutcomesbyemployingproductcapabilitiesphasebyphase.Theimageabovedisplaysathree-phasematuritymodel:‘Modernize’to‘Transform’to‘Innovate,’whichisrealizedasaprogressionthroughthreephasesfocusedonauniquesetofconsumerstodeliverspecificbusinessvalueviaasetoftargetedoutcomes.Thecapabilitiesidentifiedrepresentkeyelementsofthesoftwareleveragedtorealizethisbusinessvalue.Thethreephasesareasfollows:

• Modernize:Efficiency• Simplifycustomerinteractions• Enablecustomerstoself-servethroughapersonalizedportal• Engagecustomersthroughtheirchannelofchoice

• Transform:Visibility


MINDSET

CONSUMER

PHASE

BUSINESSVALUE

CAPABILITIES

OUTCOMES

CustomerJourney- OutcomesIncreaseCustomerSatisfactionbySolvingIssuesFaster

MODERNIZE TRANSFORM INNOVATECustomers CustomerService CustomerService

EFFORTLESS CONNECTED PROACTIVE

Efficiency Visibility Automation

• Simplifycustomerinteractions• EnablecustomerstoselfservethroughApersonalizedportal• Engagecustomerthroughtheirchannelofchoice

STREAMLINE CUSTOMER INTERACTIONS

• Connectpeople,process&technologyacrosstheorganization• PermanentlyResolveCustomerIssuesthroughcollaboration• Seamlesslyrouteworktotheappropriateresources

MAKE SERVICE A TEAM SPORT

• Monitor,detectandresolveissues–beforethey’rereportedbycustomers• Performtrendanalysistoproactivelycommunicatetosimilarlyaffectedcustomers

PRE-EMPTIVE SERVICE

CustomerService

Portal Knowledge Catalog Mobile Analytics Account360 DefectEvents OrchestrationServiceMgtOmni-Channel FieldServices

• Connectpeople,process&technologyacrosstheorganization• Permanentlyresolvecustomerissuesthroughcollaboration• Seamlesslyrouteworktotheappropriateresources

• Innovate:Automation• Monitor,detectandresolveissues–beforethey’rereportedbycustomers• Performtrendanalysistoproactivelycommunicatetosimilarlyaffectedcustomers

Metrics

Aspreviouslystated,theCustomerJourneyisathree-phaseprogressionfromModernizetoTransformtoInnovate.Onceorganizationsareawareoftheprogressionandrequirements,theymayask,“Yes,buthowdoImeasureachievementoftheseoutcomes?”Inordertoensurethismeasurement:

• Organizationsmovethroughthesephasesthroughmeasurementsandmetrics,usingappropriateKeyPerformanceIndicators.

• ThebelowareacatalogofKPIsthatprovideameasuringstickforprogressionacrossthedifferentphasesoftheJourneythatwerecompiledfromServiceNowcustomers,partners,andServiceNow’sexpertsinthefield.

Datacandoareallyexcellentjoboftellingthestoryandhelpingbusinesseshoneinonthoseareaswarrantingfurtherimprovement.

• IntheEfficiencycolumn:


MINDSET

CONSUMER

PHASE

BUSINESSVALUE

CAPABILITIES

METRICS

TheCustomerJourney- MetricsIncreaseCustomerSatisfactionbySolvingIssuesFaster

MODERNIZE TRANSFORM INNOVATECustomers CustomerService CustomerService


Efficiency Visibility Automation

• Increasedcasesdeflectedviaknowledge• Reducedtimespentresolvingcases• Improvedfirst-callresolutionrate• Reducedaveragecasehandlingtime• Improvedcustomersatisfaction• Increaseagentsatisfaction

STREAMLINE CUSTOMER INTERACTIONS

• Increasedrequestsfulfilledthroughselfservicevs.agent• ImprovedFieldServicereadinessandresponse• ImprovedNetPromoterScores• Improvedcustomerretention/loyalty• Reducecustomereffort

MAKE SERVICE A TEAM SPORT

• Increasedserviceleveladherence• Reducecasesthroughautomation• Increasenumberofnewcustomers• Increaserevenuethroughupsaleandcrosssale• Increasedleadsgeneratedbycustomerserviceinteractions

PRE-EMPTIVE SERVICE

CustomerService


• Organizationslookatthingslikecasevolumes,deflection,efficiency,andresponsetimes.

• UsingPerformanceAnalytics,theycanalsobenchmarktheseagainstmeasuresofcustomeroragentsatisfactiontoensurethatqualityisnotbeingsacrificedforthebenefitofefficiency.

• IntheVisibilitycolumn:• KPIsfocusontheentireorganizationandthingsliketheiroccupancyand

involvementtoresolvethesecustomerserviceissues.• Organizationsexaminehowself-serviceratesstackupagainstagentdriven

interactions.• HowdothosefluctuationsdrivethingslikeNPSorCustomerEffort?

• IntheAutomationcolumn:• Organizationsmustbemorepre-emptiveinmonitoringopportunitiesforup-sell,

cross-sell,renewals,andcustomeracquisition• Inthisphase,theentireenterpriseisturningcustomerservice–traditionallyviewed

asacostcenter–intoaprofitcenterwherethebottomlineisdirectlyimpactedbyhowcustomersarebeingserviced.

AdoptionJourney

Onceorganizationsareabletomeasureforachievement,theymayask,“Yes,buthowdoIensurethesesolutionsareadopted?”Theadoptionjourneyrepresentsthestep-by-step


TheAdoptionJourneyIncreaseCustomerSatisfactionbySolvingIssuesFaster

ü ModernizePhase ü TransformPhase ü InnovatePhase

ü Expected Outcomes and Baseline

ü Offer customers self-service via portal

ü Customer Knowledge Base

ü Existing Tool & Process: migration strategy

ü Design case management process flow

Streamline Monitor Collaborate AutomateConnect

ü Consolidate systems

ü Master Data Management & CTI Integration

ü Case Management workflow/skills based routing to agents

ü Agent Knowledge Base

ü Survey customer feedback/NPS

ü Case history migration (or integration)

Step 1 Step 2 Step 3 Step 4 Step 5 Step 6

ü Deploy additional support channels (chat, social)

ü Expanded Service Catalog

ü Understand management Analytics requirements

ü Management and Executive dashboards / analytics

ü Review system configuration/health check

ü Identify processes and touchpoints with IT and other part of the organizations

ü Extend customer support through Field Service

ü PermanentlyResolveCustomer Issues through incident, problem & change management

ü Optimize Knowledge & expand to Communities

ü Automated case creation for product or services issues

ü Monitor for issues

ü Understand scope of automation and virtual automation

ü Proactive alerts to customers on service status, outages or issues

ü Increase revenue by surfacing cross-sell/upsell opportunities

Engage

progressionofactivitiesfromphasecommencementtofulluseradoptionforthephase.Activitiestypicallycommencedperphaseareindicatedbycoloredcheckmark.EachoftheServiceNowsolutionsprovideamulti-step,prescriptiveapproach,toadoptingthesolution.

1. Step1–Simplify:a. Inthisstep,organizationsmustbuildbaselines.

i. Whatisbeingmeasured,andwhatimpactisexpected?ii. Completeaninventoryofallthedifferentchannelsandprocessesusedto

providecustomersupport.iii. Bringallprocessesintothecommoncloudplatform,aswellassimplifying

howteamsinteractwiththeseprocesses.Thisapproachtoassessingthebusinesswillhelpdefinewhichknowledgearticles,requests,andprocessesneedtobebroughtintothesystemfirst.

2. Step2–Streamline:a. Hereitiscriticaltogetthecompleteenterprisearchitectureview.

i. Whatarethesystemsinplay?Howwilldataandprocessesflowinthisoptimizedenvironment?

ii. Thisisaboutgovernanceandaccountability,establishingtherightapproachtopopulationofthedata,anddefiningthemastersourcesofcustomerinformation.

iii. Byassessingthechannelsandintegratingthingslikevoice,chat,email,andservicecatalog,thecustomercanbeservicedviathecorrectchanneltofittherequest.

iv. Implementthekeyprocessesandbegintoeducateteamsonthestreamlinedapproach.

3. Step3–Connectthecustomerwithallpartsoftheorganization:a. Assesswhatcouldbepublishedtothecustomerserviceportaltodriveself-

service.b. Arethereadditionalchannelslikechat,socialorSMS?c. Usingoriginalbaselinesandmetrics,introduceanalysisdataintheformof

dashboardsandinteractivereports.d. Gaugeeffectiveness,coursecorrect,andattacktherightareasfor

improvement.e. Addadditionalrequeststothecatalog,increaseknowledgeandaccesstoitina

modernway.4. Step4–Collaborateacrosssilos:

a. Buildinterconnectionsbetweentheservices,infrastructure,andbusinessteams.b. Driveautomationintoallareasacrosstheprocesses,suchasRequestdelivery,

WorkOrdersthroughfieldservice,deviceremediation,andanyofthoseitemsthatmakethemostsense.

c. DriveaservicemanagementapproachbyleveragingIncident,Problem,andChangetobringtheentireorganizationontoacommonframeworkforaddressinganythingcustomerfacingorimpactinginfrastructure.

5. Step5–Providevisualizationsinapersona-basedway:a. Usedataandinsightstounderstandgapsinprocessdefinitionsandservice

areas,andweproactivelycorrectthose.b. Discoverwhichproductofferingsorserviceareasneedattention,which

automationsneedtobetuned,anddriveproactiveresolutions.6. Step6–Automatetheprocessesandprovidepreemptiveservice:

a. Providebetter,moremeaningfuldatatootherpartsoftheorganization,andmakekeydecisionsonadditionalcandidatesforautomation.

b. Driveaniterativeapproachtomappingofservices.c. Driveawarenessfurtherouttothebusinessareasasneeded.d. Driveopportunitiestocross-sellorupsellintonewproducts,orhelpthebusiness

identifynewmarketswithrevenuepotentialwherecustomersarebeginunderserved.

CapabilityRoadmapOverview

Afterensuringadoptionoftheoutcomes,organizationsmayask,“Yes,buthowdoIdeterminewhichcapabilitiesarenecessarytoachievetheseoutcomes?”Thestepsoutlinedabove,when


CapabilityRoadmapIncreaseCustomerSatisfactionbySolvingIssuesFaster

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INTEGRATIONSANDSYSTEMSOFRECORD

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HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE

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THREATINTELLIGENCE

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DEMANDMANAGEMENT

GOVERNANCE,RISK&COMPLIANCE

PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT

APPLICATIONPORTFOLIO

KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES

TIMETRACKING

OPENFRAME

combinedwiththeJourneyapproach,willalloworganizationstounderstandhowtoimplementandgetvaluefromthesolution.However,whichcapabilitiesarereallybeingusedintheoverallsolution?ThisvisualizationgroupsthecapabilitiesoftheServiceNowportfoliointoconsumableareas.Fromthebottomup:

• TheCloudInfrastructurethatServiceNowmaintainsisatthecoreofdeliveringafault-tolerantandhighlyavailablesystem.

• ThePlatform,whichencompassesmuchmorethanwecanarticulateonasingleslide,deliverscorefunctionalityacrosseveryapplicationintheportfolio,fromKnowledgeManagementtoOpenFrameasaconduitforCallintegrations.Movingupwards,webegintoleveragethatplatformforkeyapplicationandmanagementareasthatenablemoreandmorecapabilityintotheenvironment.

• OperationsManagementisfocusedonenhancingandenablingtheoperationalaspectstoincludeEventenrichment,CloudOperationsandAutomation.

• Analyticslooksatbothreportinganddrivingamoreperformance-basedapproachtovisualizingandmanagingbasedoninsights.

• ApplicationDevelopmentprovidesanecosystemtoenableamoreagileandeffectiveapplicationdevelopmentframeworkonthePlatform.Thiscapabilityisutilizedbothforbuildingbusinessapplications,aswellasmanagingtheconfigurationoftheportfolioitself.

• ServiceManagementencompassesthecoreofITServiceManagement,aswellasEnterpriseServiceManagementareas,likeHumanResources,CustomerService,Facilities,etc.

• SecurityOperationsistheareaoftheportfoliothatenablesorganizationstodetectanderadicatesecurity-relatedrisksinastandardizedandgovernedmanner.

• BusinessManagementareahighlightscapabilitiesaroundmanagingthebusinesselementsthatimpacttheorganization.Thisisfocusedonmanagingportfolios,resources,andoverallgovernanceoftheenvironment.

• EngagementandExperienceareasontheleft,includehowconsumersinteractwiththecapabilitiesontheplatform.

• Ontherightside,it’sabouttheexternalizedintegrationsintosystemsofaction,reference,andofrecord.

Modernize

IntheModernizePhase,highlightedintheorangeboxes,organizationsbegintoimplementfoundationalcomponentstodeliverontheoverallrequirements.Thisphasefocusesontheinitialcapabilitiesrequiredtoincreasecustomersatisfactionbysolvingissuesfaster.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:

• Thecustomerserviceapplicationwillprovidetheframeworkforcustomers,agents,andothercustomersupportteamstomanageandresolvecustomerserviceissues.

• ThePlatformwillenabletheagentstoincreasecustomersatisfactionbysolvingissuesfasterbyenforcingSLAs,managingworkflow,leveragingKnowledge,andcross-departmentalcollaboration.

• Thecustomerscanaccesstheportaltoengageeffortlesslywiththeirsupportteamaswellasanyotherinformationtheyneed.

• Thecustomerwillbeabletoseeintoeverycorneroftheircustomerservicedepartment,andcustomerserviceissuesthroughreporting.

ThereisaforcemultiplierasitrelatestoServiceNow’soverallsolutionset.Theuseofcoreplatformfunctionality,suchasreporting,workflow,aswellastheCloudinfrastructure,deliversamoreenhancedsolutiontodeliverontheservicemanagementapproach.



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TIMETRACKING

OPENFRAME

LEGEND

NOTINSCOPE

Leveraged

LEGENDMODERNIZE

NOTINSCOPE

Transform

IntheTransformphaseoftheJourney,organizationsbegintotakeadvantageofmoreandmoreplatformcapabilities.TheybegintoaddadditionalAnalyticsandIntelligenceintheoverallprocess.Thisphasefocusesonthetransformationalcapabilitiesrequiredtoincreasecustomersatisfactionbysolvingissuesfaster.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:

• TakeadvantageofadditionalplatformcapabilitiesthroughOpenFrametoconnecttheirphonesystems,orNotificationtoproactivelycommunicatewiththeircustomers–regardlessofchannel.

• UsePerformanceAnalyticstoexpandcustomeranalyticstomorestrategicviewsofcriticalKPIsandtrendsthatallowthebusinesstobepre-emptivewithproblemareasortrends.

• ProvideMobileaccessforcustomers,managers,agents,andothersupportingdepartmentstostayupdated,andtakeaction.

• Streamlinethewayservicesarerequestedanddeliveredbyestablishingaservicecatalogandrequestprocesstoprovideabetterexperienceandmakethecustomerexperienceeffortless,connected,andproactive.



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LEGENDMODERNIZETRANSFORM

NOTINSCOPE


Innovate

IntheInnovatePhase,organizationsnowhaveafirmfoundationofInsightandOperationaleffectiveness.Thisphasefocusesontheinnovativecapabilitiesrequiredtoincreasecustomersatisfactionbysolvingissuesfaster.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:

• Proactivelyprovideeffortlessandconnectedservice.• Centralizecustomerassetsinserviceengagementandeventmanagementto

automaticallycreateacaseorincidentonbehalfofthecustomer.• LeverageOrchestrationtofocusonremediatingorconnectingtoothersystemsto

attempttofixissuesbeforeacustomerserviceagentisinvolved,oracustomerisevenawareofanissue.

• PlaceaMidServerwithincustomers’environmentstomonitorandalert• LeveragewebservicesandRESTAPIstocommunicatebetweensystems



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Leveraged


NOTINSCOPE


INNOVATE

Conclusion

Buildingonthepreviousimages,organizationscanseetheevolutionofcapabilitiesneededtodrivethissolution,fromModernize,toTransform,toInnovate.Customersarethelifelineofanorganization.Theproductsacompanybuilds,theservicestheydeliver,andthesystemsandtechnologiestheyputinplacealwayshavethecustomerexperienceinmind.Asorganizationslookintomarketing,legal,projectandportfoliomanagement,vendormanagement,andotherpartsofthebusiness,theyshouldeventuallymapbacktothecustomer.Thisphasefocusesonthefinalcapabilitiesrequiredtoincreasecustomersatisfactionbysolvingissuesfasterthroughcommoninteractions.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:

• BusinessManagement• DemandManagement• FinancialManagement• Governance,Risk&Compliance• ApplicationPortfolio• Project&Portfolio• VendorManagement

• Extensions• CommonInteractions

• ServiceManagement



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INNOVATE

EXTENSIONS

COMMONINTERACTIONS`

• Legal• Marketing

PhasedInteractionsModernize

Buildingontheformatinthepreviousimages,thenextfewdiagramswillhighlightinteractionsamongcapabilitiesandareas.Thisshouldprovideaclearerpictureofwhat’shappeningbetweenthosecomponentsateachphaseoftheJourney.ModernizeUseCase:

• CustomeraccessestheLightSpeedCablemobileapptorequestanewsettopbox.• Fromthemobileoptimizedpage,thecustomerseestherequest,tracksitthrough

fulfilment,andthenregistersthenewdevice.• Aspartoftheonboardingprocess,thecustomerreviewsrelevantknowledgearticles,

content,andvideosregardingtheproduct.• Thecustomerfindsanarticlethattellsthemhowtoresettherouter.• Thecustomerfollowstheinstructionsandtheredlightisgone,butnowtheycannot

accesstheinternet.• Becauseofthis,thecustomerlogsacasetoAcmeSupport.• Theformasksforsomedetailsabouttherouter,whichthecustomerenters,andthis

informationisusedtoroutetothepropersupportteam.


PhasedInteractionsIncreaseCustomerSatisfactionbySolvingIssuesFaster

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KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALL BUSINESSRULES

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EXTENSIONS

COMMONINTERACTIONS`


LEGENDMODERNIZE

REPORTING

HIGHLYAVAILABLE PAIREDDATA-CENTERS

PORTAL

FAULTTOLERANCE

CUSTOMERSERVICE

SLAMGMT

WorkflowAutomation

CaseResolution

Self-Service

AnalysisandReporting

KNOWLEDGE COLLABORATION WORKFLOW

ProductData

Transform

Thetransformphasebuildsuponthecapabilitiesavailableinthemodernizephasewithinteractionsandadditionalvalueelementstodelivertheoverallsolution.Atthispoint,organizationsstarttoseemoreinherentcollaboration,technologyintegrations,andbetteroverallvisibility.TransformUseCase(ContinuedfromModernizePhase):

• Bybeingserviceawareandknowingaboutthecableboxandcommonissuescustomershaveexperienced,organizationscanself-diagnose.

• WorkflowguidestheremediationprocessanddeterminesthataFieldServiceappointmentisrecommendedforresolvingtheissue.

• Thecustomerisableselectadayandtimethatbestworksfortheirscheduleandisnotifiedwiththeassignedtechnician.



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REPORTING

SLAMGMT


PORTAL

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MOBILE PROBLEM INCIDENT CHANGE CMDB WEBSERVICES

CUSTOMERSERVICE

CATALOG

ITSMIntegration

ServiceRequests

DeviceIntegration

CustomerData

AnalysisandReporting

NOTIFICATION OPENFRAME

CTIIntegration

MobileEngagement

FIELDSERVICES

AssignandDispatch

Chat

Innovate

IntheInnovatephasetheinteractionsarekeytofinalizingthedeliveredsolution.Thisroundsouttheoverallapproachandsolutiondesign.InnovateUseCase(ContinuedfromPreviousPhases):

• Thecustomerserviceapplicationishighlyintegratedwithexternalsystems,andevenmonitoringcustomerproducthealth.

• ProductdataandContractandEntitlementserveasboundariesofengagementwithincustomerservice,andenforcetheproperlevelofsupportforacustomer.

• Eventautomationandautomatedremediationarebuiltintothecustomerserviceapplicationsothatcustomerservicebecomesmoreproactiveratherthanreactive.



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PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME

EXTENSIONS

COMMONINTERACTIONS`


LEGEND

TRANSFORMMODERNIZE

INNOVATE


MIDSERVER

WEBSERVICES

CUSTOMERSERVICE

ASSET

AutomatedRemediation

EventAutomation

CMDB

ProductDataContractsandEntitlements

HighLevelIntegrationsArchitecture

Onceorganizationsunderstandtheinteractionsrequiredbetweencapabilitiestoincreasecustomersatisfactionbysolvingissuesfaster,theymaysay“Yes,buthowdowebuildintegrationswithexternalsystemstoarchitectforsuccess?”Ineverysolution,thereisthepotentialforexternalintegrationsintosystemsofreferenceorrecordthatprovideadditionalcapabilitiesnotfoundontheplatform.Theintegrationsarelinkedtotheircorecapability,andexternalsystemsaredenotedoutsideoftheCustomerServiceManagementecosystem.IntegrationsimportanttotheCustomerServicesolution:

• Customerserviceagentsmustunderstandtheaccounthierarchy,andcontractsrelatedtotheaccountthattheyareprovidingsupport.• ThisinformationmaybeintegratedfromERPsystemsthatarethesourceoftruth

forthistypeofinformation.• Whileagentsworkoncaseswiththeseaccounts,aCTIphoneintegrationhelpswith

routingphonecallstothecorrectagent.• Asagentsareworkingoncustomercases,theymayreceiveeventsfromanexternal

eventmonitoringsolutionthathelpstroubleshoottheissue.• Theproductinfrastructuremayhavedetailsaboutthecustomerthatneedtobe

integratedintothecasesotheagentcanaccesswhattheyneedwithinoneplace.• Productdefectsandbugswillbeescalatedintodefecttrackingsystems,andupdates

fromthosesystemswillbepushedbacktocustomerservicesotheyareaware.• CRMsystemsintegratekeysalesupdatestocustomerservice,andcustomerservicecan

updatesalesteamswithkeyserviceupdates.

CustomerJourney-Delivery

Finally,onceorganizationsknowhowtoimplementintegrationstoensuretheproperarchitecture,theymaysay“Yes,buthowdowefindtheappropriatetechnicalresourcestoassistwiththeseimplementations?”ServiceNowcustomerscanlooktoServiceNow’sProfessionalServicesteamtospeaktohowtheycanassistinensuringtheorganizationisabletocomealongforthejourney.ServiceNowhascreatedprescriptiveapproachestodeliveringthedefinedsolutioninaphasedapproach.

• EachphaseoftheCustomerjourneyincludes• AsetofConsultingapproachesfocusedonreadiness,assessment,andprocess

implementation• Implementationservicesforapplicationandcapabilityintegrations• Trainingtoeducateusers,operators,andteamsonhowtousethetechnologyto

achievetheagreeduponoutcomes§ ServiceNowoffersasetofprescriptivetrainingclassesforCustomerService

Managementadministratorsandagents,aswellasdifferentoperators.§ Duringeachphase,therewillbespecifictrainingelementstohelporganizations

getthemostvaluefromthesolution.• IntheTransformphase,trainingaroundPerformanceAnalyticswillhelp

themgetthemostfromdashboardsandmeasurementreportingontheappropriateKPIs.


TheCustomerJourney- DeliveryIncreaseCustomerSatisfactionbySolvingIssuesFaster

CAPABILITIES

PHASE

MINDSET

IMPLEMENT

CONSULTING

TRAINING

MODERNIZE TRANSFORM INNOVATE

PLATFORM FOUNDATION

CSM ADMINISTRATION COURSEAGENT TRAINING

SOLUTION BASELINE & OUTCOME ASSESSMENTPROCESS IMPLEMENTATION WORKSHOPS

PLATFORM & DATA MIGRATION SERVICESINTEGRATION SERVICES

APPLICATION IMPLEMENTATIONPOST IMPLEMENTATION CHECK UP

SOLUTION BASELINE & OUTCOME ASSESSMENTPROCESS IMPLEMENTATION

ARCHITECTURAL WORKSHOP, ROADMAP WORKSHOPPERFORMANCE ANALYTICS WORKSHOP

SERVICE MAPPING

ORCHESTRATIONEVENT MANAGEMENT

SOLUTION BASELINE & OUTCOME ASSESSMENTPROCESS IMPLEMENTATION

ARCHITECTURAL WORKSHOP, ROADMAP WORKSHOPCUSTOMER EXPERIENCE WORKSHOPS

PLATFORM & CORE DATA SERVICES

INTEGRATION SERVICESAPPLICATION IMPLEMENTATION

POST IMPLEMENTATION CHECK UP

ADVANCED ADMINISTRATION

EXPANDED FULFILLER/AGENT TRAININGPERFORMANCE ANALYTICS

PLATFORM & DATA MIGRATION SERVICES

INTEGRATION SERVICESAPPLICATION IMPLEMENTATION

POST IMPLEMENTATION CHECK UP


CustomerService


• IntheInnovatephase,ProfessionalServiceswilladdOrchestrationtrainingtohelpteamscreateintegratedandautomatedflowstodriverequestsandlifeeventsinalowtouchmanner.

NextStepsFormoreinformationortogetapersonalizedpresentationonhowthisappliestoyourorganization,reachouttoyourServiceNowAccountteam.Ifyouaren’tsurewhotoreachouttogotohttps://www.servicenow.com/contact-us.htmlandclickonsalestofindtheofficenearestyou.

Documents

Increase Customer Satisfaction by Solving Issues Faster ...€¦ · • Implementing to increase adoption • Measuring achievement of outcomes • Increasing customer satisfaction