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Canons Best Practices for Field Service: The New Face of Customer Satisfaction

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Today’s Presenters:

John RagsdaleVP, Technology ResearchTSIA

2

Brian WrageDirector, Technical Support & Technology Systems Canon USA

Sponsored by

Canons Best Practices for Field Service: The New Face of Customer Satisfaction

John Ragsdale

VP of Technology Research

Incident Costs Rising

Field Service Email Phone Web Portal Chat Self-Service $-

$200

$400

$600

$800

$1,000

$1,200

$1,011

$432

$246 $151

$32 $1

Fully Burdened Incident Cost by Channel

Source: TSIA 2012 Benchmark

How Knowledge Management Impacts Incident Costs

• Knowledge makes every tech an expert on any product• Access to knowledge impacts multiple core metrics:

– Increases first contact resolution– Reduces talk time– Reduces resolution time– Reduces training time

• Mobile tools put real-time content in thehands of field techs– Increasing first visit fix rate– Reducing time on site– Boosting appointments per shift

Increases customer satisfaction

Increases customer satisfaction

Higher FCR Equals Higher CSAT

Top F

CR Per

form

ers

Avera

ge F

CR Per

form

ers

Botto

m F

CR Per

form

ers

70.0%

80.0%

90.0%

100.0% 96.9%92.1%

81.1%

Average Satisfaction ScoreOwned Employees, Phone Interactions

Source: TSIA 2012 Benchmark Survey

Do you plan to invest in Knowledge Management in 2011-12?

Education Services

Field Service Professional Services

Support Services0%

10%

20%

30%

40%

50%

60%

45%50%

28%

50%

Source: TSIA 2011 Services Technology Survey

Biggest Challenges Facing KM Projects• Capturing information

– New problem/resolution scenarios must be captured as soon as they occur to cut resolution time on repeat issues

• Adoption– Employees must check the KB every time

and contribute every new problem

• Maintenance– Dedicated staff for content maintenance– Identifying stale and duplicate content– Rewriting articles titles to clarify content– Updating content with new releases

Revenue Generation: Mobile Enablement Driving Onsite Sales• TSIA data shows onsite upsell/cross-

sell effective nearly 100% of the time• Biggest barriers to revenue generation:

– Lack of soft skills and offer management training

• Linking offers to KB articles promotes use and keeps offers in context

– Inability to ‘close the deal’ onsite• Mobile offers signature capture,

wireless printing, credit card swipe

• Consumer leading the way, B2B slowly following

TSIA 2012 Services Technology Survey

• 7th annual survey tracking adoption, satisfaction and planned spending across 24 categories of technology and services– Includes CRM, incident management, intelligent search,

knowledge management, web collaboration, and more– Survey targets all service disciplines: support, field service,

professional services, education services– For the first time, the 2012 survey includes APAC and EMEA

• Link: https://survey.vovici.com/se.ashx?s=7E212C5912872E80

• Everyone who completes the survey will receive a copy of the resulting research via email in May

Moxie Confidential 11

Customer Service at Canon USA

Exceeding service level benchmarks and

productivity metrics

Effective information technology systems

Highly competent technical specialists

Director of Technical Support& Technology Systems

Imaging Systems Division

Canon USA

Moxie Confidential 12

Canon National Coverage Model

Moxie Confidential 13

Ecosystem Shift

Product Complexity

Product Profit

Moxie Confidential 14

Landscape Renewal

Com

plex

ity

Time

Today’s Presenters:

John RagsdaleVP, Technology ResearchTSIA

15

Brian WrageDirector, Technical Support & Technology Systems Canon USA

Sponsored by

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