Roadmap for Customer Service Transformation

How NICE Transformed Customer Service for its Global Customers

Eyal Lubin, Director of Global Service Operations, NICE

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Agenda

• About NICE
• Going beyond CRM: The future of customer service
• Customer service transformation with ServiceNow
• Change management best practices

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 NICE at a Glance

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 Global Customer Support at NICE

10 Support >100K Cases

Sites Annually

24 Days
>400 SE
MTTR*

>90%
<5% R&D
CSAT**

* 2016 Resolved Cases

** Transactional Survey (top-bottom)

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 NICE Customer Support Maturation Framework

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 NICE Global Support Processes: From Old to New

Global First Line Support/ Self Service

Priority Support Technical Support
Amer Amer Amer EMEA APAC PS Recording Recording WFO Portfolios
#1 #2 #3

Recording
Apps

Surveillance
Multi-skilled

Multi-skilled

Back Office

Multi-skilled
Comms
Competency I

CSS

DB/ Infra/ Deployment

IA/ QM/ User Admin
Loggers/ Storage/
CTI/ Tele-phony
Rec Apps
Competency II

Archive

WFM
NPM
CSS

CEA
ICM
RTI
IC
PIM
Competency III
WFO/BO

Competency IV
Technical Account Management
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 NICE Global Support People: Career Model

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Customer Service
Transformation
with ServiceNow
 Transformation Journey

New and Collaborative Customer Automation &

Improved Case Support Empowerment Efficiencies
Management

• Intuitive Process • KCS • Service Portal • System Consolidation

• Enhanced UX • Social • Reports • Case Routing
• Case Deflection • Event Management

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 10 Processes to Deliver Superior Customer Service
1 Case Management

2 Service Portfolio and Configuration

3 Service Level Management (SLM)

4 Knowledge Management

5 Customers and Contacts

6 Social

7 KPIs and Reporting

8 Event Management

9 Service Portal

10 Service Catalog and Request Fulfillment

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Key Capabilities: Deep-Dive

CASE SERVICE
MANAGEMENT PORTAL

EVENT KNOWLEDGE-
MANAGEMENT CENTERED
(NOC) SUPPORT

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 The New Instance

The new solution Identifier

INSTANCE

Customer | Solution | Version | Location

License information Hosted

Coverage
UP/SP Agent amount LOV
Time To Initial Response Service
On Site Support Offering Integration Site phase
Time To Resolution Remote connection details
Additional Instance Attributes

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 Flexibly Manage Customer Relationships

Customer Type: Direct Business Partner Business Partner

Served By: NULL Some Co Some Co2

Service Caller
Relationship Type: Provider Company

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 Instance in ServiceNow

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 Customer Information in ServiceNow

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 Customer Support Organization and Process
Customer/Business Partner opens case

(Certified BP Only
for projects)

First Line Support (FLS) Installation Help Desk (IHD)

Technical
Account
Managers Technical Support (TS) or Priority Support (PS)
(TAMS)

R&D

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 New Case Ownership Model
VISION: Minimize escalation and reassignment

CONCEPT: Identify all skills and skill levels required to solve a case during
case creation and assign the case appropriately

IMPLICATIONS: 1. Minimize basic task management

2. Skills and skill levels are managed in the system for each support
engineer
3. Case ownership moves between engineers via reassignment if different
skills are needed

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 Re-assignment using ServiceNow

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Key Capabilities: Deep-Dive

CASE SERVICE
MANAGEMENT PORTAL

EVENT KNOWLEDGE-
MANAGEMENT CENTERED
(NOC) SUPPORT

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 Customer Portal

Designed for self-service and case deflection

CUSTOMER
PORTAL
Knowledge articles display
integrated with case creation
• Self registration and user
management
• Case creation and management
• Service request creation
• Reports access

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 Self-Service Registration

Portal

Users of
approved
domains can ABC.com
self register users@ABC.com

Approved
super-users
act as admin
for their
customers

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 Customer Portal Home

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Key Capabilities: Deep-Dive

CASE SERVICE
MANAGEMENT PORTAL

EVENT KNOWLEDGE-
MANAGEMENT CENTERED
(NOC) SUPPORT

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Leading to Misalignment of Roles

We are 7 hours
We need your
without
compliance telephony experts • Customer Support is set up to primarily:
recordings to work with us on
this one – Help Customers with “How To” type scenarios
– Identify and resolve configuration or software
issues
Its YOUR problem
until you can show
me that its not
How can we • Yet these complex issues require
record when we
are not getting Customer Support to troubleshoot
audio in the first
place? within NICE Software to identify an
issue outside of NICE Software
Why do you just
keep asking for
Logs? • All this is taking place WHILE the issue
Did you change
anything recently is impacting a customer
in your telephony
system?

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 The Lightbulb Moment…
• NICE already had a NOC which we
used to monitor our hosted
infrastructure
• Why don’t we direct the NOC to
identify issues in our customers’ on-
premise environments or interfacing
systems UPSTREAM BEFORE they
manifest in a recording

Benefits
• Identify issues before damage is done
• Immediately identify which party has the problem rather than waiting on NICE Support to troubleshoot
downstream in our systems
• Issues that do require NICE Customer Support can be escalated with all the pre-requisite information
from the NOC without intervention of the customer

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 So We Created Application Performance Services
APS (NOC) Quick Facts…
• Established 2013
• Fasting growing Value Added Service @ NICE
• 100% Customer retention since establishment
• Two redundant GTC locations in Bangalore & Pune
• 80 engineers (more than 40 with deep recording or telephony experience)
• Round the Clock Monitoring (24/7, 365 days)
• 25 Global Customers – Mostly large international financial institutions with strict compliance requirements
• 2,500 Monitored Servers and Growing
• 50,000 Alerts addressed per Month
• We even do Managed Services for 16 Customer Sites

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 APS Response Model

Alarm Triggers in
Sentinel  Case
Real time
Alarms
Smart
Automatic
will
identification
consolidation
be
identification
case
reviewed
creation
forinand
true
for
single
issues
handled
alarms
repository
in by
theAPS
customer
(Wiser)
team environment
 Customer
Automatic
Restoration
notification
trigger
population
acknowledgment
will be
when
provided
with
when
issue
relevant
new
when
when
wascase
resolved
issue
information
needed
is was
created
(Up)
restored
regarding
or reported
the alarm
Alarm Consolidation  Manage
Detailedrules
resolution
to identify
note the
will alarm
be sent
type
to customer
and severity
once the case
in Wiser
resolved Contact A

Customer A

 When NICE Support involvement is needed the case will reassign

True Alarms
automatically to the relevant support group based on required technical
Identification
skill & level
 All cases can be reviewed from Customer portal
Case Creation

Case Handling &

Closure

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Key Capabilities: Deep-Dive

CASE SERVICE
MANAGEMENT PORTAL

EVENT KNOWLEDGE-
MANAGEMENT CENTERED
(NOC) SUPPORT

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 Knowledge-Centered Support
Search
Knowledge

Rate KCS Use

Knowledge Knowledge

Faster Case Resolution

Fewer Support Requests from Customers

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 KCS-Case Management Integration
-1-Case Creation
• Auto-search based on
solution, version, description
• Retrieval based on relevance
and rating
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-2-Case Handling -3-Resolution and Closure
• RATE RATE RATE!!! • Integrated article creation to case
resolution
• Rating articles greatly
enhances the • Case information is automatically inserted
effectiveness of search into article
results
• Enhance articles using knowledge articles
creation guidelines to increase relevant
retrieval
Project Timeline and
Change Management

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Project Timeline
Introducing Wiser - Webinar
What’s ahead
Training 1 – Webinar February 22nd April 30th
New Support Best Practices Go live!
What has changed?

UAT - March 07th

Selected users from all centers
testing use-case scenarios

Training 2 – April 01th

Exercise-based system exploration
Guided work on actual system

Awareness
Campaign

Jan Feb Mar Apr May

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Internal and External Communications
• New Vision for Support • Highlight new processes and process
• Project Plan changes
• Emphasis on benefits of changes

Initial New Processes

Presentation Communication

• 50+ Short Clips: 1-5 min each

• Integrated into ServiceNow
Knowledge Articles
Training Material • Exercises on Training Environment

Customer Communications
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Teaser Videos to Drive Awareness

One clip released each week leading up to the process changes presentation

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Top Three Key Takeaways

• Skill-based Support Vs. Tier-based Support

• Enable preventive maintenance using Knowledge-
Centered Support
• Lead the Change Management track of your Business
Transformation project

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 Thank you.
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www.tsia.com
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