digital innovations towards better service customer 2.0 ... · digital innovations ... gartner...

Copyright © 2006 TietoEnator Corporation19/06/2007

Digital InnovationsTowards better service

Customer 2.0 –meet the challengeMobile Monday | St. Petersburg, 18.06.2007

Thomas Villinger, Business manager


Gartner predict (2006)

The number one factor forcoming 3 years is: The changeof end-consumer behavior andthe opportunities and threatsconnected with that!


When consumers change …

1995 2004 2020

HIPPIE

NATIVE

IMMIGRANTDigital Immigrants

vs.Digital natives


… also the skills and tools change

1995 2004 2020

MULTI-CHANNEL

ADVISORY

BRANCHOFFICE

Implications to therole of a salesrepresentative


Changing consumer behavior will have impact onservice creation

How well are youprepared to the newstandard of usabilityand service processcreation coming alongwith digital natives?


Customer situation

True customer intimacy comes from understandingcustomer situations

and by creating relevant winning service concepts

Multichannel customer service has to be verydynamic to react on inevitable changes in

customer practices


Bringing order to the service chaos

BUSINESS PROCESSES

CUSTOMER SITUATIONS

Do these match?à


Supported service situation

Preferred service situation

N/A

Creating an ideal customer service process forcustomer situations across different channels

Ideal service process§ Meets customers

needs and is easy touse

§ Is cost-effective forservice provider

Selfservices

Customerservice Email

Letter/FAX

Branchoffice

Personalcontact

Product Information

Order Specification

Order Follow-up

Installing time agreement

Connecting phone line

Installation and first use


How to build a multichannel customer service ?» Examine customer situation and create service

concepts from the customer’s point of view

» Map the current customer service environment

» Redefine the service model on manned and selfservice channels as integrated elements

» Design the customer interaction management andprocess automation for flexibility between channels

» Provide the right tools for your service personneland design situation orientated service screens

à


Branchoffice

ContactCenter

SalesManagement

Digital self serviceInternet

Voice, MobileSales and service support

Information and tools

Digital workplace

User centricdesign of services

Resources

Processes

Information BESTMATCH

Multichannel customerinteraction

Automation Virtualisation

Connecting a customer requestat the right time with relevantinformation with the mostappropriate resource

Common desk, session, meetingsCommon desk, session, meetings

Digitalcustomershipelements


Initiatives for improving sales and customerservice processes

» VIRTUALISATIONof the enterprise

» INDUSTRIALISATIONof customer service processes

» INTENSIFYINGof customer contacts to increase sales

» IMPLEMENTATIONof self services

à


TietoEnator Digital Innovations

Helsinki, FinlandAku Korhosen tie 2-6 tel +358 (0)20 72 010FI-00440 Helsinki, Finland fax +358 (0)20 726 6966

Stockholm, SwedenKronborgsgränd 1 tel +46 8 703 62 00SE-164 87 Kista, Sweden fax +46 8 703 63 73

Munich, GermanySandstrasse 33 tel +49 89 121 48 0D-81667 Munich, Germany fax + 49 89 121 48 333

Amersfoort, The NetherlandsPrinterweg 10 tel +31 33 453 62 00P.O.Box 2541 fax +31 33 453 62 99NL-3800 GB Amersfoort., The Netherlands

Oslo, NorwayØkernveien 145 tel +47 22 07 60 00P.O.Box 233 ØKERN fax +47 22 07 62 00N-0510 Oslo, Norway

Copenhagen, DenmarkCopenhagen Europe Center tel +45 7230 6000Vesterbrogade 149, Building 8 fax +45 7230 6310DK-1620 Copenhagen V, Denmark

Ostrava, Czech RepublicNádrazni 869/55 tel +420 599 096 160CZ-70200 Ostrava, Czech Republic fax +420 599 096 110

www.tietoenator.comwww.tietoenator.com/digitalinnovations

Thank you. Please contact.

Thomas VillingerTietoEnator Digital [email protected]

http://www.tietoenator.com

http://www.tietoenator.com/digitalinnovations

mailto:[email protected]

digital innovations towards better service customer 2.0 ... · digital innovations ... gartner...

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