Quby: The journey of Customer Service Management · 1 Excellent functionality to cover QubyCSM needs for Thuiswachtservice on short and long term 2 Platform can be leveraged to support

The journey to implement ServiceNow Customer Service Management for Quby’s newest home automation product: Thuiswacht

Quby: The journey of Customer Service Management

Business Domain OwnerJean-Paul Dijkstra

2 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

Speaker introduction

Name: Jean-Paul DijkstraTitle: Business Domain OwnerFunction: Responsible for enablement platformCompany: Quby: We create Toon

Experience: More then 30 years experience in IT management

Achievements: ERP implementations, Mergers, Cloud migrations, IoT implementation.

Current Projects: Replacement Service Centre by Service Now, Device to Cloud migration

Company Bio: Quby is owned by Eneco and is the creator of Toon. Our vision is “Making daily life easier”, which is done by delivering smart services to give consumers well-being and peace of mind in their home.


What you will learn

Discuss Key Lessons from selection,

implementation and use

3

Why we decided to use ServiceNow CSM instead of

Salesforce

How we implemented CSM and our experience after go-

live

21


Agenda

Quby’s need for CSM

Package Selection process

Project Highlights

Real-life CSM experiences

Key take-aways


Quby’s need for CSM


Context

• Quby’s business model is to partner with services firms and tie services to home automation solutions (e.g. Toon for Eneco)

• Together with Interpolis, Quby developed a new business model, combining Home security and Home insurance: Thuiswacht

• Interpolis acts as the distribution channel and first line support. In case of technical or data issues, Quby provides support services (in this case to Interpolis)

Source: Information goes here

Key question: Which Service Management solution would best fit Quby’s business model and (how) can this product be successfully implemented before the launch of Thuiswacht?


Challenges

• We needed a solution but had no Target Operating Model.

• Without a clear Target Operating Model, software selection process was difficult.

• The deadline for the launch of the product was fixed leading to a challenging timeline.

• The solution should be able to scale and flexible to adopt to future requirements.


Our goals

• Select the correct software to support our requirements before mid March 2018

• Implement the solution (MVP) before end of June 2018, with a focus on user satisfaction and self-service to drive down support (call center) costs

• Scale and improve product to support 10.000 end-customers before end of 2018


Package Selection Process


Salesforce vs. ServiceNowOur package selection process

• In search for a Customer Service Management solution, the primary candidates were Salesforce and ServiceNow

• Decision was made to implement ServiceNow CSM, together with Plat4mation

• Our partner advised to define the Target Operating Model (TOM)

• Based on the TOM, the relevant scope (Modules/integrations) was identified.

• Also scope was prioritized (MVP vs. non-MVP)

• We received offerings containing license quotes and implementation quotes

Identify vendors Define TOM Define scope

Receive proposals Decide


Clarifying the Target Operating Model (TOM) helped us to identify scope and prioritize requirements

Operations

Customers (primary Partners, secondary end-consumers)

Suppliers (installers, manufacturers, etc.)

Sales

Supplier Mgt

Billing & Reporting

Supporting Functions

Finance

IT

Other

Service SupportService Monitoring

Service provisioning

Orders intake

Incident Mgt

Self Service

Knowledge mgt

Service Provisioning

Service CatalogAsset Mgt

SLA

Contract Mgt

Service Charging

Stock management

Purchasing

Invoice matching

ITSMGRCCompliance (Privacy)

Service Orders

Purchase Orders

Problem Mgt

Service level reporting

Service Center

Configuration Mgt

Somfy OneGateway

Service Monitoring

Event Mgt

FulfillmentInstall

IntegrationMust-Haves Should-Haves Could-Haves

Case Mgt


Reasons to select ServiceNow CSM

1 Excellent functionality to cover Quby CSM needs for Thuiswacht service on short and long term

2 Platform can be leveraged to support other Quby services / departments (e.g. EnecoToon, Internal IT, Product development, etc.

3 Enthusiastic and knowledgeable partner to assist during selection and implementation


Project Highlights


Timeline: We implemented CSM in less than 3 months…

2018 | March April May June July

Kick-off project IntegratePrepare and start Execute Enrich and

develop Test Improve

Advice & ArchitectureRequirements & Design

Asset & Stock ManagementCMDB

Case Management

Master Data

Platform setup

Single-Sign-On

Advice & ArchitectureGovernance

Asset & Stock ManagementCMDB

Case Management

Field Service Management

Master Data

Advice & Architecture Governance

Field Service Management

Catalog items

Advice & Architecture Governance

Develop must have stories

User Acceptance Test

Fulfilment training

After-life support

Advice & ArchitectureQuality assurance

Integrations [Tech Data] Fulfillment e-mail integration

Integrations [Somfy] CI/Asset activation

Advice & ArchitectureRequirements & Design

Kick-off• Project Kick-off• Team ramp-up• Analyze set-up• Order backlog • High-level sprint

plan

Advice & ArchitectureQuality assurance

Integrations[Somfy] Ticketing e-mail integration

Integrations[Preventie winkel] Real-time integration order intake

CSM Release 1

Package Selection

… because we finished 1,5 sprints ahead of schedule!

Roll-out


During sprints we used our Partner’s workshop-based approach to gather requirements to fill the backlog

What do we do?

Who is involved?

How do we measure?

1

2

3


Involve end-users and other stockholders in sprint reviews.5

Lessons learned from our implementation

Use an Agile approach but strictly managed product backlog..1

Stay close to the Out-of-the-box (OOTB) CSM Solution2

Select a partner that understand and support above principles.3

Start simple and use the experience in practice to improve. 4


Real life CSM examples


We created a fully branded (TOON) portal with direct access to the knowledge base to stimulate self-service


Actively managing the knowledge base and page views allows us to improve the self-service experience


The effective management of Customer Cases is driving quick resolution, ensuring we deliver excellent services


We use Order Cases to allow us to effective deal with fulfilment issues, should they occur


Key Take-aways


Top takeaways

The Out-Of-The-Box CSM features are very

complete

1

An internal project manager is essential to prevent scope creep

2

We were able to deliver the required scope, within

time and under budget

3


Our next steps

We have no definitive next steps, but many ideas:• The existing solution can be rolled out to other services (like Eneco Toon)• The existing solution is currently used to support partners, but can be extended to

directly support end-customers• The ServiceNow platform offers additional modules that could be interesting:– IT Service Management for internal IT– Agile Project Management for Quby product development

• Also the application development (Now platform) capabilities could be interesting:– Build IoT Device Management solution– Use ServiceNow as Orchestrator to manage and update Toon devices– Etc.

Documents

Quby: The journey of Customer Service Management · 1 Excellent functionality to cover QubyCSM needs for Thuiswachtservice on short and long term 2 Platform can be leveraged to support