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© 2017 Impartner. All rights reserved.

Next Generation of Customer Care

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© 2017 Impartner. All rights reserved.

© 2017 Impartner. All rights reserved.

Next Generation Customer Care

Brad Pace – VP, Customer Success

AGENDA

© 2017 Impartner. All rights reserved.

2016 – A Year in

Review

2016 PRM

Performance

Results

Accelerating

Partner

Engagement in

2017

4

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2016 – The Year of the Customer

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ImpartnerCon 2016

Impartner’s Customer

Success Team is

committed to

understanding your

business needs

We pledge to transform

and grow to enable your

expanding PRM needs

We Promised

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© 2017 Impartner. All rights reserved.

Accelerated Progress

7

“There is a future better, beyond our

present best.”-- Obert C. Tanner - Entrepreneur, Philanthropist

“We need more

collaborative

support tools

to enable our

business.”

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#1: Support Tools that Enable our Business

8

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Welcome to TaskView 2.0!

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TaskView 2.0Multi-channel ticketing system.

Organize & Group tickets to support quicker resolution of queries.

Detailed customer support reports to help businesses boost customer satisfaction levels.

Measure and act on important support metrics.

In-depth reporting and analysis with visuals.

Industry-leading collaboration support platform.

Ticket delegation

Automated scheduling

Support teams collaborate on one ticket or merge similar tickets

Knowledge base software to manage both external help pages (for customers) and internal knowledge bases (for employees).

Employees can quickly access the internal knowledge bases to resolve customer issues and complaints.

Knowledge base articles inform customers and reduce customer support tickets.

We need training on

Products

Content Management

Momentum

ChannelFlow

Push Notifications

CRM Integration

MAP Functionality

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#2: Training to Enable New and Transitioning Teams

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Impartner-Facing Knowledge Base

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Knowledge Base Training & Documentation Assets

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Customer-Facing Knowledge Base

Getting Started with

CMSDocumented

Solutions(Internal

Support View)

MarketingViewTraining

Impartner Standard PRM

TrainingChannelFlow

QuickStart

Custom Process Support

RequirementsImpartner

Support Best Practice Sharing

Regular Business ReviewsInnovation Roadmap

Training

Issues/Resolution

Best Practices

Health Checks

Performance Review

Business Plans

New Functionality

Relationship Status

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#3: “We Need Consistent & Value-Added Communication”

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Faster Response Times

Customer Support Tickets

Implementation Tasks

Custom Business Needs

Accelerated Delivery

Improved ROI by Delivering Added Modules Faster

Accelerated Integrations to Channel-Critical Applications

Faster Adoption of Innovation

Serve Customers Simultaneously

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#4: “Faster Response Times & Accelerated Delivery”

13

Roadmap Acceleration

Shortened Implementations

More Capacity to Execute Support Tickets

Escalated Account Support

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Impartner is Investing in Your Success!

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Multiple Initiatives to

Automate

Processes &

Eliminate

Complexity

25%+ Reduction in

Wait-to-Work Ratio

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Process Improvements & Automations

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Process Improvements

(We are just getting started!)

Resource Investment

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“Faster Response Times & Accelerated Delivery”

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+Process

Improvements

=Results

Metric 2016 vs 2015

# Project Delivered +76%Avg Days 2 Go-Live -42%

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2015 Growth over 2014

400%+ 160%+ 225%User Logins Users Added Partners Added

80%+ 90%+ 150%User Logins Users Added Partners Added

2016 Growth over 2015

Congratulations! These results are incredible!

You built it…and they came.

But in all this activity, are you sure your partners are doing EXACTLY what you want them to do?

Let’s talk about ONE thing that EVERY customer can do to improve the productivity of these results in 2017.

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Managing the Partner Relationship Lifecycle

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Target Partners, Geos

Define Message

Define Incentives

Onboard

Train & Certify

Joint Marketing

Set Goals

Manage Performance

Optimize Business

Promote/Demote

Performance Review

Segment

ID & Recruit Onboard Perform Reward

In Every Phase…1. Define the activities the Partner MUST do to advance to the next phase.2. Make sure your PRM functionality ENABLES those required activities.3. Use the Impartner WorkFlow & Push Notifications to AUTOMATE!

400%+ 160%+ 225%User Logins Users Added Partners Added

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WorkFlow & Push Notifications – Automate Success!

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Target Partners, Geos

Define Message

Define Incentives

Onboard

Train & Certify

Joint Marketing

Set Goals

Manage Performance

Optimize Business

Promote/Demote

Performance Review

Segment

ID & Recruit Onboard Perform Reward

Define ----------------------------- Enable -----------------------------Automate

• Target Segment, Geo or Profile

• Set Program Expectations

• Confirm Profile Fit

• 90-Day Fast-Start Actions

• Training/Cert Validation• Joint Marketing or

Pipeline Development

• Deal Count or $ Volume• Lead-2-Closed Opp

Ratio• Sales Cycle Duration• Independent Opp

Volume

• Promote – New Level/Goals

• Demote – New Level/Goals

• Reposition to Earlier Stage

The Impartner Pledge for 2017!

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“There is a future better, beyond our present best.”-- Obert C. Tanner - Entrepreneur, Philanthropist

Impartner’s Customer Success Team is committed to…

Understanding your business needs.

Providing Best-in-Class Service & Support.

Delivering the Best Customer Experience in the Industry.

Bring on 2017!

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© 2015 Impartner. All rights reserved.