Post on 27-May-2020
One Person’s Journey (although it’s a team sport) Or how to transition from just doing support to delivering a great customer and employee experience Or why you should really care about swarming…
KCS® and Beyond
Customer Support Transformation Leader @ ServiceNow steven.young@servicenow,com
Steven Young
2 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
Customer Service Transformation Leader @ ServiceNow Steve Young
ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
• Originally from the UK • Moved to the USA 21 years ago • Married to Kim, from Tasmania • We live in San Jose, California • Four children (2 boys, 2 girls)
Personal Info Practitioner & Expertise Areas • Contact center transformation • Partner Support and Field Service • Digital support experience (online support) • Services business and technology transformation • Quote to cash and contract management automation • Knowledge management practitioner and Innovator • Digital seller automation for renewals • Proactive support
http://www.linkedin.com/in/stevenyoungesq
Service & Support
Services COO & Transformation
VP Operations VP Services Operations Customer Service Transformation Leader
VP Support
Board of Directors & Innovator Various Roles BSc
Computer Science
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“To improve is to change, to be perfect is to change often.”
Winston Churchill
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We all know KCS can help with this…
Many initial contacts are through telephony, chat and/or low value email
Employees solving same problems over and over
Escalations and growing
workload
High Agent Attrition
Pressure to improve productivity, CSAT
and margin
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Capture
Structure
Reuse
Improve
Knowledge-Centered Service – Solve Loop
• Case Related Knowledge Activities – Search and Search often
• Search based on Case data plus additional search box for further searches
• Knowledge integrated into Agent Workspace rather than separate windows
– Link Knowledge to Case
• Both Assisted and Solved – Flag or Fix
• Feedback Process and Management
• Article Versioning – Create Knowledge as a by-product of the case
• KCS Template as one of the options • Draft KCS article created from the Case Fields
with a press of a button – Conditional Publishing supporting KCS Roles
Capabilities to support the Solve Loop
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Leadership & Communication
Performance Assessment
Process Integration
Content Health
Knowledge-Centered Service – Evolve Loop
• Knowledge Health Activities – Article Quality Index aligned to KCS scoring – Link Accuracy audits supported with reporting
– Process Integration Indicators (PII) – Knowledge Health reporting
• No knowledge applicable, cases with linked solution, solved solution fix or flagged, knowledge created—down to an engineer level
• Time to publish
• Time to process feedback • Article Currency reporting and task
management • Articles linked, but not accessed by customer
• % Internal articles • Search terms with no results • Etc.
Capabilities to Support the Evolve Loop
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Isn’t this what many still do? How Many Recognize This?
Customer Engagement /CRM
Customers
Multi-Channel Interaction
Phone Chat
Email Portal
Community Case
• Self-Service – FAQ and content search
– Case lookup
• Community / Peer Support Channel – Used for case deflection
• Knowledge Centered Service – Adopted in the call/contact center
– Enabling Knowledge to be created and curated in the workflow
– Necessary for effective self-service
– Starts the transition from known to new
Self Service
Knowledge KCS ® V6
Support Agent
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Fully integrated channels on a common platform; KCS + Farming Better With Omni-Channel
Customer Engagement
Customers
Omni-Channel Interaction
Phone Chat
Email Portal
Community Case
• Omni-channel – All customer interactions and work move seamlessly
from one channel to another
– Context preserved
• Knowledge fully leveraged • Created in the case workflow leveraging KCS
• Farmed from the community
• Unified Search
Self Service
Knowledge KCS ® V6
Support Agent
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And it’s way better as a team sport… Oh – Because Customer Service got Complicated!
Customer & Partner Engagement
Customers
Omni-Channel Interaction
Phone Chat
Email Portal
Community Case
Self Service
Virtual Agent
Machine Learning & AI
Knowledge KCS ® V6
Digital Workflows
SLA
Service Catalog Partners
Incident
Change
Problem
?
!
Request
Service Management Workflows
W
k
r
o
Development Engineering
RCA
Mobile Native
Field Service Offline Maps
Backoffice Operations
Facilities
Professional Services
IT
Billing Contracts
Legal
OLA
Cloud Infrastructure, IoT & Connected Devices
Service Aware CMDB
Automated and Proactive
Event Management
Proactive Communication
Seamless Integration - SFA - ERP - Engineering - Collaboration - Service Logistics
Customer Service Management
Support Agents
RMA / Spares
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Backoffice Operations Partners
Software issue caused by a new bug Customer Service Management: Use Case
Customer & Partner Engagement
Incident !
Service Management Workflows
Facilities
Professional Services
Billing Contracts
Mobile Native
Field Service Offline Maps
Cloud Infrastructure, IoT & Connected Devices
Event Management
Service Aware CMDB
Automated and Proactive
Proactive Communication
Seamless Integration - SFA - ERP - Engineering - Collaboration - Service Logistics
RMA / Spares ?
Request
IT
OLA
Legal
Omni-Channel Interaction
Phone Chat
Email Portal
Community Case
Self Service
Virtual Agent
Machine Learning & AI
Knowledge KCS ® V6
Digital Workflows
SLA
Service Catalog
Support Agents
Customers
k
r
o
W
Seamless Integration
Customer Service Management
- Oracle/SAP - Jira
Problem Development Engineering
RCA
Change
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Backoffice Operations Partners
GDPR Request: What do you know about me; and forget me Customer Service Management: Use Case
Customer & Partner Engagement
Incident
Change
Problem
!
Service Management Workflows
Facilities
Professional Services
Billing Contracts
Development Engineering
RCA
Mobile Native
Field Service Offline Maps
Cloud Infrastructure, IoT & Connected Devices
Service Aware CMDB
Automated and Proactive
Event Management
Proactive Communication
Seamless Integration - SFA - ERP - Engineering - Collaboration - Service Logistics
RMA / Spares
Omni-Channel Interaction
Phone Chat
Email Portal
Community Case
Self Service
Virtual Agent
Machine Learning & AI
Knowledge KCS ® V6
Digital Workflows
SLA
Service Catalog
Support Agents
Customers ? Request
k
r
o
W
Backoffice Operations
Legal
OLA
IT Seamless Integration
Customer Service Management
- SFA/Dynamics - Oracle/SAP - Customer Master
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Let’s focus on the support agent side About That Complexity…
Customer & Partner Engagement
Customers
Omni-Channel Interaction
Phone Chat
Email Portal
Community Case
Self Service
Virtual Agent
Machine Learning & AI
Knowledge KCS ® V6
Digital Workflows
SLA
Service Catalog Partners
Incident
Change
Problem
?
!
Request
Service Management Workflows
W
k
r
o
Development Engineering
RCA
Mobile Native
Field Service Offline Maps
Backoffice Operations
Facilities
Professional Services
IT
Billing Contracts
Legal
OLA
Cloud Infrastructure, IoT & Connected Devices
Service Aware CMDB
Automated and Proactive
Event Management
Proactive Communication
Seamless Integration - SFA - ERP - Engineering - Collaboration - Service Logistics
Customer Service Management
Support Agents
RMA / Spares
What happens when you succeed in
moving from known to new?
down
NotZero
What about
problems?
Conundrum!
• Fewerknown/simpleissues• Mul5pleproducts• Productmanagerslovetoaddfeatures!
IncreasedComplexity
• Givemesomeonewhoreallyknowstheirstuff
CustomerExpecta5ons
Rise
• Rookies–argh!• Isthereananswer?
HardertoTrain
SupportAgents
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Capture
Structure
Reuse
Improve
Add Collaboration/Swarming in the Solve loop
• Collaboration – Expertise transfers naturally – just in time
• Technical/Product • Soft skills
– Knowledge captured as a by-product of collaboration
• Focus on ‘Time to Expert’ – Collateral of support is people with skills,
expertise and knowledge
• Customer Service is a Team Sport – Single product – Multiple products (solutions) – Beyond support…
Support Agents
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• Cisco TAC – 8,000 Customer Support Engineers – 50/50 Employees/Outsourced
• Focus was on reducing time to expert – Reduced by 45%
• 40% Increase in case workload handled
• 5% fewer people
• Solution support finally a reality
• Knowledge became a byproduct of Collaboration – Written, spoken and video articles – Reputation (a carrot and a stick) – Publishing went from months to hours
• We called it a Networked Learning Organization
• The support engineers didn’t break a sweat – but it took us 3 years…
Collaboration / Intelligent Swarming vs Escalation
Results at Cisco?
Support Agents
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• Knights of the Round Table – Intelligent Swarming by design – Reputation is paramount
• Leverage AI to perform ‘Knowledge-based routing’ – Initial ‘Case’ routing and collaboration events – Identification of expert(s)
• Not just the most expert • Reputation counts
– Authorship & Contribution
Emerging opportunities
Beyond KCS Support Agents
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Both within Support, and beyond the Case – it’s where Enterprises do real work too… Customer Service is a Team Sport – Get Swarming!
Customer & Partner Engagement
Customers
Omni-Channel Interaction
Mobile Chat
Email Portal
Community Case
Self Service
Virtual Agent
Machine Learning & AI
Knowledge KCS ® V6
Digital Workflows
SLA
Service Catalog Partners
Incident
Change
Problem
?
!
Request
Service Management Workflows
W
k
r
o
Development Engineering
RCA & Change
Mobile Native
Field Service Offline Maps
Backoffice Operations
Facilities
Professional Services
IT
Billing Contracts
Legal
OLA
Cloud Infrastructure, IoT & Connected Devices
Service Aware CMDB
Automated and Proactive
Event Management
Proactive Communication
Seamless Integration - SFA - ERP - Engineering - Collaboration - Service Logistics
Customer Service Management by ServiceNow
Support Agents
RMA / WO Spares
steven.young@servicenow.com
Thank You