Next Generation of Customer Care

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    21-Feb-2017

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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

    2015 Impartner. All rights reserved.

  • 2016 The Year of the Customer

    2015 Impartner. All rights reserved.5

    ImpartnerCon 2016

  • Impartners Customer

    Success Team is

    committed to

    understanding your

    business needs

    We pledge to transform

    and grow to enable your

    expanding PRM needs

    We Promised

    2015 Impartner. All rights reserved.6

  • 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.

    2017 Impartner. All rights reserved.

    #1: Support Tools that Enable our Business

    8

  • 2017 Impartner. All rights reserved.

    Welcome to TaskView 2.0!

    9

    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

    2017 Impartner. All rights reserved.

    #2: Training to Enable New and Transitioning Teams

    10

  • Impartner-Facing Knowledge Base

    2017 Impartner. All rights reserved.

    Knowledge Base Training & Documentation Assets

    11

    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

    2017 Impartner. All rights reserved.

    #3: We Need Consistent & Value-Added Communication

    12

  • 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

    2017 Impartner. All rights reserved.

    #4: Faster Response Times & Accelerated Delivery

    13

  • Roadmap Acceleration

    Shortened Implementations

    More Capacity to Execute Support Tickets

    Escalated Account Support

    2017 Impartner. All rights reserved.

    Impartner is Investing in Your Success!

    14

  • Multiple Initiatives to

    Automate

    Processes &

    Eliminate

    Complexity

    25%+ Reduction in

    Wait-to-Work Ratio

    2017 Impartner. All rights reserved.

    Process Improvements & Automations

    15

    Process Improvements

    (We are just getting started!)

  • Resource Investment

    2017 Impartner. All rights reserved.

    Faster Response Times & Accelerated Delivery

    16

    +Process

    Improvements

    =Results

    Metric 2016 vs 2015

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

  • 2015 Impartner. All rights reserved.17

    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 itand they came.

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

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

  • 2017 Impartner. All rights reserved.

    Managing the Partner Relationship Lifecycle

    18

    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 Phase1. 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

  • 2017 Impartner. All rights reserved.

    WorkFlow & Push Notifications Automate Success!

    19

    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!

    2015 Impartner. All rights reserved.20

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

    Impartners 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!

  • 21

    2015 Impartner. All rights reserved.

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