Provide a Modern, Connected Customer Service Experience

1© 2017 ServiceNow All Rights Reserved© 2017 ServiceNow All Rights Reserved

Customer Service Management

Yossi ShashaHead of ServiceNow Solution CenterAmdocs

Provide a Modern, Connected Customer Service Experience

Holly SimmonsSr. Director for Customer Service ManagementServiceNow

2© 2017 ServiceNow All Rights Reserved

Customer Service Is Key to Business Success

C U S T O M E RE X P E R I E N C E




C U S T O M E RL O Y A LT Y





R E V E N U EG R O W T H



“A 5% increase in customer retention can increase profits by up to 95%.”Bain and Company



R E V E N U EG R O W T H


R E A C T I V EL O G C U S T O M E R I S S U E S

But There Is a Disconnect Existing Solutions Are Not Sufficient

P R O A C T I V EF I X C U S T O M E R I S S U E S

CRM Service Management


ServiceNow Customer Service Management

E F F O R T L E S S

A u t o m a t e a n d p e r s o n a l i z e s e l f - s e r v i c e

C O N N E C T E D

A s s i g n a n d r e s o l v e i s s u e s

P R O A C T I V E

M o n i t o r a n d p r e v e n t i s s u e s













Nonstop Cloud

IT SECURITY HR BUSINESS APPSCUSTOMER SERVICE

ServiceNow Customer Service Management

SingleDatabase

ContextualCollaboration

ServiceCatalog

ServicePortal

Subscription & Notification

KnowledgeBase

OrchestrationDeveloperTools

Reports & Dashboards

Workflow

Intelligent Automation Engine

Predictive Modeling

Anomaly Detection

PeerBenchmarks

PerformanceForecasting

Service Management DifferentiationCatalog - Request - Problem - Change - Configuration

Knowledge and Communities

Omni Channel Engagement

Customer Data Management

Case Management

Field Service Management


70%Reduction In

Cases

Customers Are Already Seeing Results


70%Reduction In

Cases

8xFaster Case

Creation



70%Reduction In

Cases

8xFaster Case

Creation

40%Increase in NPS



70%Reduction In

Cases

8xFaster Case

Creation

40%Increase in NPS

50+Portals

Replaced



Speaker Introduction

Experience: 10 years of experience in MIS project management

Expertise: PGM, PM, PMP

Achievements: Recently completed CSM deployment and implementation process adopting the latest market trends

Current Projects: Driving transformation projects in customer support

Name: Yossi Shasha

Title: Head of ServiceNow Solution Center

Function: Senior MIS Manager

Company: Amdocs


Agenda

• Amdocs Introduction

• Chapter 1: Do nothing

• Chapter 2: The last straw

• Chapter 3: Searching for a solution

• Chapter 4: The sale

• Chapter 5: Tips for success

• Post production

• Different processes

• Value realization• Q & A





35Years

70Countries

27kEmployees

350Customers

$3.7Billion

2016

95Facilities



35Years

70Countries

27kEmployees

350Customers

$3.7Billion

2016

95Facilities

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35Years

70Countries

27kEmployees

350Customers

$3.7Billion

2016

95Facilities

2500Projects 3.3

Billion Subscribers






















Chapter 1: Do Nothing


1 3 7

Amdocs Customer Support Mathematics


1 3 7


OneOut-of-Date

CRM


1 3 7


OneOut-of-Date

CRM

Two to Three Acquisitions

per Year


1 3 7


OneOut-of-Date

CRM


per Year

Major projects to align


1 3 7


OneOut-of-Date

CRM


per Year

SevenCSM

Solutions

Major projects to align (Do Nothing)


1 3 7


OneOut-of-Date

CRM


per Year

SevenCSM

Solutions

ManySecurityThreats

Major projects to align (Do Nothing)


Chapter 2: The Last Straw


The Last Straw


The Last Straw


The Last Straw

A very painful post-migration integration– Timelines

– Effort and cost

– Compromising on business process

We needed a better solution


A “Better Solution” Will Be…

One CSM platform for

all business lines within Amdocs

Straightforward Integration of new

business lines / acquisitions


A “Better Solution” Will Be…

With the additional benefits of…

Leveraging CSM development efforts

ROI by reducing and consolidating support

Customer value through best of breed

One CSM platform for

all business lines within Amdocs

Straightforward Integration of new

business lines / acquisitions


Chapter 3: Searching for a Solution


Mapping out Requirements and Desired Features

Logical separation – one platform, multiple flavors

Acquisition-ready – Integrate new business units with minimal effort

Scalability and performance

Business Continuity and Data Recovery compliance

Functionality and roadmap of customer support

Ease of upgrade

Fast and simple customization


Market Research

• There is no clear Gartner category for Customer/Product Support

• “CRM is a business strategy that can be supported by many different CRM technologies” (Gartner, April 2015)

• The industry is “Platforming”:

Customer Service and Sales IT Service Management Development Lifecycle


Why ServiceNow?

Logical separation – one platform, multiple flavors

Acquisition-ready – Integrate new business units with minimal effort

Scalability and performance

Business Continuity and Data Recovery compliance

Functionality and roadmap of customer support

Ease of upgrade

Fast and simple customization


Chapter 4: The Sale


Gaining Buy-in


Business Case Based on ROI

• Subscription

• Real cost of on-premise hardware

• Future upgrade for on-premise application

• Maintaining knowledge for different applications

• Include future acquisition PMIs

• Mandatory changes for existing applications

• Operational and IS risks

For IT management and Financial stakeholders


Business Case Based on Functionality and Support

• Identify business units’ pain points

– High maintenance for security policies

– Dependency on IT for every change

– Long development processes

– Painful upgrades

– System availability

– Quick mini projects

– Scalability

For Business Units


Business Case Based on Functionality and Support

• Identify business units’ pain points

– High maintenance for security policies

– Dependency on IT for every change

– Long development processes

– Painful upgrades

– System availability

– Quick mini projects

– Scalability

For Business Units• Identify value and business drivers

– Continuous improvements

– Reporting and trends

– Out-of-the-box CSM features (chat,

communities, notifications, etc.)

– Powerful user admin

– Rich configuration capabilities

– Increased Knowledge


Chapter 5: Tips for Success


Where to Focus

• Align to platform capabilities

• Identify business need rather then business requirement

• Avoid the focal point “trap,” do customer validation

• Adopt MVP (Minimal Viable Product)

• Invest in planning

• Develop in agile and use demos

• Communication and change management


Post Production


Continuous Improvements

IT/MIS version



IT/MIS version IT/MIS versions

Ops user changes

Fast track

Platform upgrade



IT/MIS version IT/MIS versions

Ops user changes

Fast track

Platform upgrade


The Fast Track

• The fast track is used for – bunch of small CRs

– 1 medium CR

• How it works– Customer sets the priority

– Team provides short effort estimation

• Allocation for fast track– 1 day for design

– 3 days for development

– 1 day for testing

• Rollout interval BI weekly

• The fast track benefits– Continuous improvements

– Small CRs don’t wait for the big version

– Increase in overall customer satisfaction



Different Processes






Value Realization


Value KPIs

• Moving customers from time-consuming channel to self channel

• Reduce case turnaround

• Increase of knowledge consumption

• Search increase

• Deflection rate improvements

• TTM increase


Q & AThank you for joining us.

Yossi ShashaHead of ServiceNow Solution CenterAmdocs

Holly SimmonsSr. Director for Customer Service ManagementServiceNow


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