Telstra ‘Get Help’ Digitisation Journey...EXPERTISE: Program Governance, DevOps, Agile Delivery,...

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

Jacqui McGowanIT Program Manager – Telstra Software EngineeringTelstra

Telstra ‘Get Help’ Digitisation Journey

Cam QuirkeGM nbn™ Customer CareTelstra

2© 2017 ServiceNow All Rights Reserved

Agenda

• Introduction to Customer Care and ‘Get Help’

• Our experience and outcomes so far

• Key learnings and next steps


EXPERIENCE: 4 years – IT BA, 2 years - IT Portfolio Manager, 3 years – IT Program Manager

EXPERTISE: Program Governance, DevOps, Agile Delivery, Change Management, Continuous Improvement driving Delivery & Operational maturity

CURRENT PROJECTS: Leading a key simplification & digitisation project; transforming customer experience & creating persistent DevOps teams and ongoing Agile delivery

Speaker Introduction

NAME: Jacqui McGowan

TITLE: IT Program Manager

FUNCTION: IT & Digital Solutions Telstra Software Engineering

COMPANY: Telstra

NAME: Cameron Quirke

TITLE: GM nbn™ Customer Care

FUNCTION: Business Operations Lead

COMPANY: Telstra

EXPERIENCE: 2 years – Telstra Operations, 7 years – Banking Operations

EXPERTISE: Service Process Excellence, Business Operations, Customer Experience

CURRENT PROJECTS: Leading business input into our nbn™ simplification & digitisation project; leading our nbn™ operational transformation to significantly improve customer experience


Objectives and What We Will Discuss

Objectives

– To illustrate our adoption of ServiceNow in nbn™ network Customer Care and how Business/IT partnering is delivering significant improvements in our customer service capability

What we will share

– An understanding of the nbn™ network Customer Care environment

– Learn about ‘Get Help’, including our Service Now implementation

– Our learnings for applying scaled agile to unlock value in customer service delivery

– A discussion on how the lessons may apply to you for your initiatives/projects

nbn™ network introduced material changes to the customer and our operating environment

– The roll-out of the national broadband network introduces new voice and data technologies across Australia as well as a new intermediary to the customer experience

– The intended uplift in customer experiences brought by the new technologies is dependent on consistent customer experiences between telcos, on-time delivery and clear ownership when problems arise.


nbn™ network Consumer Customer CareProviding support to Telstra nbn™ network customers with post-sales, post activation support:

Our nbn™ product offering has rapidly become a key customer offering:

• nbn™ connections grew by 676k in FY17 to 1.1million, bringing total market share to 52 per cent (ex-satellite)

• Managing agent-assisted calls, across 3 countries and operating 24x7

• Technical customer support responding to a wide range of customer queries or service disruptions

• The nbn™ product offering and nbn™ network model is relatively new & quite different for many customers

• There is increasing demand for digital support channels via web-based information, support, self-serve tools and chat capabilities

Telstra is a customer-centric organisation, a brand-leader in Australia and a driver of innovation. In order to meet our strategic objectives for nbn™ product offering, we are focused on delivering a customer service model that is accessible, scalable, intuitive and delivers an outstanding customer experience.

As a result, we founded our ‘Get Help’ transformation programme, enabled by Service Now & digital service application architecture


Customer Goals and Transformation Objectives

Our Customer Service Goals:

• Reduce customer effort associated with migrating to and using nbn™ services

• Simplifying our Agent tool-set, increasing focus on customer service vs technical knowledge

• Increasing our visibility of root cause issues and increase resolution on the first call

• Enriching ticket information where escalation is required to reduce cycle times or rework with 3rd parties

• Creating Enterprise extensible capabilities and enabling them for seamless self-serve and low-friction digital pathways

Get Help Objectives:

• A fully integrated agent tool set to enable fast, efficient, effortless resolution for our customers

• Simplify the agent environment, always presenting the most accurate and effective support pathways

• Enable an omni-channel experience that delivers a low effort and consistent experience across channels

• Adopt new approaches to business transformation, with IT and Business Operational teams partnering on rapid, MVP deployments with high velocity feedback

• Incorporate customer-led design, enriched through an analytics and insights capability that feeds constant, highly relevant improvement opportunities

• Enable ‘straight-through’ processing with nbn co in order to minimise cycle-time through strict data quality standards, real-time processing and efficient exception handling


Our e2e Get Help Digital Solution…aligned to Enterprise Architecture Principles

Strategically Aligned | Resilient & Secure | Scalable & Re-usable

Appointment Digital Services

Ticketing Digital Services

Process Workflows

Dig

itiz

ed P

latf

orm

(Mic

ro s

ervi

ces)

SaaS Product

APIs

IVR

Digital U

ser Interfaces

BOH UIBrowser Window

Appointment ‘core’ Systems

Appointment Bounded-Context

FOH UI

API

Customer Ticketing

‘ServiceNow’ native UISelf-Serve UI

New for FY18

Live in Production; ongoing enhancements

Legend of colour coding

Customer Self-Serve

FoH Agent

Inbound Customer Call

BoH Agent

APIs

Ticketing Bounded-Context

API

‘ServiceNow’ native UI

Age

nt T

ool B

ar

Other Ticketing ‘core’ Systems

Customer Service Impact Digital Services

Customer Service Impact Bounded-Context

Network ‘core’ Systems

Etc.

Etc.

Etc.


Our Service Now Solution at a Glance

We’ve exposed Service Now in two parts:

1) highly guided, data driven and agent friendly GUI for our customer-facing teams

Driving simplicity and minimum effort:

• Systems reduced from 9 to 1

• Data driven workflow that ensures consistency and accuracy

• Automated service testing in IVR, within call and extensible across enterprise

• Automated B2B gateway with 3rd

parties removing manual handling, data entry and certainty around data quality


Our Service Now Solution at a Glance

2) A data-rich, automated and flexible ticket management engine with insightful analytics, routing and exception management

Automation and Efficiency:

• Data driven workflows with direct-sourced Test and Diagnostic data removing subjectivity

• Direct B2B gateway with 3rd parties removing manual handling and data entry into service portal, full Straight through processing (STP)

• Single BOH Ticket management capability, including automated escalation to assurance resolver groups (enterprise extensible)

• Rich analytical insights on performance, exceptions and volume drivers


Lessons Learned

Realising the benefits of a highly integrated solution; ensure enough priority to implementing error handling & monitoring/alarming

Designing & implement in small increments; identify both vertical and horizontal slices. Validate quickly to ensure fit for purpose

Ensuring availability and accessibility of knowledgeable business product owners – ensuring optimal prioritisation, rapid resolution of requirement uncertainties and certainty of delivered performance against success criteria


Our Next Steps

Mature our software

delivery & operations (Dev ops)

Enhance the foundation & leverage to

other products

Operate at a faster pace,

using benefits &

prioritisation

Fully scale the solution across our Operation

Enhance Data Analytics

capabilities

Share the learning, and

learn from others


1 2 3

Top Takeaways

Ensure you are clear on your Customer,

Business & IT objectives upfront;

then design, implement &

validate iteratively

Maximize the use of “out of the box”

software capabilities for rapid

implementation

Integrated Business & IT Delivery; co-location enables faster decision

making & interactions

Telstra ‘Get Help’ Digitisation Journey...EXPERTISE: Program Governance, DevOps, Agile Delivery,...

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