the future of customer service€¦ · customer service is key to business success “a 5% increase...
TRANSCRIPT
The Future of Customer ServiceResolving Customer Issues at Lightspeed
Abhijit Mitra, General Manager, Customer Service Management, ServiceNow
© 2017 ServiceNow All Rights Reserved 2© 2017 ServiceNow All Rights Reserved
Fastest Growing $1B Enterprise Company
~4,800 Employees
Major SitesSilicon Valley, San Diego, Seattle
Amsterdam, London
Sydney, Tel Aviv, Hyderbad
$28M$64M
$128M
$683M
$1B
’16
$1.38B*
‘09
$244M
$425M
* Wall Street Consensus Estimates For Full Year 2016 Revenue As Of 1/22/17
$1+ Billion In Annual Revenue
‘10 ‘11 ‘12 ‘13 ‘14 ‘15
Emai l , Spreadsheets, Forms,
Messenger, Cal l s
Most Work Is Unstructured, Slow & Hard To Optimize
Work
Incidents
Requests
Cases
Tasks
Departments
IT
HR
Services
Security
Requester ProviderSer v ice Owner
The ServiceNow System Of Action™
Collaborate& Resolve
AutomateResolution
Prioritize & Assign
Measure &
Optimize
Define
Services
SelfServe
ViewStatus
RequestStatus
Build
Experiences
Nonstop Cloud
IT SECURITY HR BUSINESS APPSCUSTOMER SERVICE
The Now Platform™ Powers The System Of Action
SingleDatabase
ContextualCollaboration
ServiceCatalog
ServicePortal
Subscription & Notification
KnowledgeBase
OrchestrationDeveloperTools
Reports & Dashboards
Workflow
Intelligent Automation Engine
Predictive Modeling
Anomaly Detection
PeerBenchmarks
PerformanceForecasting
Collaborate& resolve
AutomateResolution
Prioritize & Assign
Measure &
OptimizeDefine
ServicesSelf
ServeViewStatus
RequestStatus
Build
Experiences
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
© 2017 ServiceNow All Rights Reserved
Customer Service Is Key To Business Success
“A 5% increase in customer retention can increase profits by up to 95%.”Bain and Company
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
© 2017 ServiceNow All Rights Reserved
But There Is a Disconnect
Forrester
YET80%of companies say
they deliver superior customer service
8%of people think these
same companies deliver customer service worthy
of a superior rating
© 2017 ServiceNow All Rights Reserved
© 2017 ServiceNow All Rights Reserved
R E A C T I V EL O G C U S T O M E R I S S U E S
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
A New Way To Deliver Customer Service
E F F O R T L E S S P R O A C T I V EC O N N E C T E D
© 2017 ServiceNow All Rights Reserved
Customer Service is a Team Sport
E F F O R T L E S S C O N N E C T E D P R O A C T I V E
70%Reduction In
Cases
8xFaster Case Resolution
40%Increase in NPS
50+Portals
Replaced
© 2017 ServiceNow All Rights Reserved
Some Of Our Customers’ Achievements