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Case Studies: Award-Winning CEMDNA Playbook Strategies May 14, 2015 2:00 pm-3:00 pm EDT W E B C A S T S E R I E S
Case Studies: Award-Winning CEMDNA Playbook Strategies
May 14, 2015 2:00 pm-3:00 pm EDT
W E B C A S T S E R I E S
Featured Speakers
Fred Bonaventura Director, Global SPARC Technology
Service Center
Dennis Fitzgerald VP Customer Satisfaction
Anthony Daubenmerkl VP Global Client Support
CEMDNA Playbook Strategy℠
The Road to
Customer Loyalty How Oracle Systems Support
Improved Customer Satisfaction
Fred Bonaventura Director, Global SPARC Technology
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
About Oracle
Oracle offers an optimized and fully integrated stack of business hardware and software systems. Oracle engineers hardware and software to work together in the cloud and in the data center – from servers and storage, to database and middleware, through applications.
Unleashing Innovation by Simplifying IT
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 6
The Satisfaction Ecosystem
Central theme, goal,
logo, or statement
Employee Satisfaction
Employee Loyalty
Employee Productivity
Service Value
Customer Value
Customer Satisfaction
Customer Loyalty
Profit and Growth
Internal Performance
Connected Through
Value
External Performance
Business Performance
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 7
How We Measure Success
Panels
Consolidated Customer
Experience View
Global Relationship
Surveys
Targeted Surveys
Transactional Surveys
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal 8
Global Systems Support Approach
Transform how we interact with our customers in every situation to provide a world-class service
experience.
View “Customer Satisfaction” as the first step toward Loyalty and
Delight.
Improve collaboration across Oracle teams and break down any barriers to great customer service.
Drive towards outcomes that demonstrate our service
commitment.
Focus on each customer’s business needs, not just on the product(s)
involved in the SR.
Build upon continuous improvements that reflect engagement and
commitment from our customers.
Drive efficiency and effectiveness through teamwork, partnership, and a shared vision of our future state.
Become a key differentiator in purchase and renewal decisions,
driving long-term business relationships.
KEY ELEMENT KEY BENEFIT
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 9
Outcomes Through Execution
Overall Systems Support Satisfaction
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Safe Harbor Statement
The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
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Award-Winning
CEMDNA Playbook Strategies
Dennis Fitzgerald VP, Customer Satisfaction
Yaskawa Electric Corporation (B2B)
Yaskawa Electric Corporation Kitakyushu, Fukuoka, Japan
Founded: 1915
Sales: $3.3 Billion
Associates: 13000
Yaskawa America, Inc. Drives & Motion Division
Waukegan, IL, U.S.A Founded: 1967
Sales: $635 Million
Associates: 1500
Robotics Division Drives Motion Control
Yaskawa America Business Landscape
Identify Key Touch Points with Customer
Mapping out KPIs
Managing Big Data
Annual, Transactional and Phone Surveys
Roadmap
CEM
Are we on the right Path?
Validate our CEM Program
Validate our CEM Program
Analyze
Analyze
Act
Constantly Monitor
Summary
• Analyze your CEM Strategy.
• Focus on areas of improvement which could yield the best ROI.
• Continually monitor your CEM Metrics.
• Continually monitor the CEM space for emerging trends.
• Engage in third parties to assist in your journey.
Move, Manage and
Secure Collaboration Content
Tony Daubenmerkl VP Global Client Support
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MSOCAF* Certified Solutions– Set Up
with Office 365 and OneDrive
Plan
Migrate
Consolidate
Monitor
Organize & Manage
Storage Optimization
GEO - Synchronization
Replicate/Failover
Archive
Backup & Restore
Permissions
Content security
Industry Recognized
Management Solutions for
Move, Manage, and Secure Content for SharePoint, Exchange,
On-Premises, Office 365, Private & Hybrid Cloud
Secure
Move
Manage
*MSOCAF - Microsoft SharePoint Online Code Analysis Framework – required for deploying custom solutions on Office 365
Founded: 2008
Headquarters: Switzerland & Wash DC
Employees: 325+
Teams: Global
Growth: 55% CAGR
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August 2013 News
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The Discovery
Doubled Customers From 7,000 licensed customers to 14,000 plus
Client Success Single contact “House on Fire” Approach No focus on future sale or renewals Customer Experience not positive
Support Team Heavy workload Customer resolution challenges Limited data in CRM system to address issues Dedicated Frustrated Felt under staffed
CEMDNA Strategy
= Pending Failure
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Strategy
1065 1111
1441
1019
1184 1038
1193 1052
854 917
666 552
0
200
400
600
800
1000
1200
1400
1600
January February March April May June July August September October November December
2013 Cases
• Measured: Understood their primary frustration – Customer & Staff • Analyzed: Cases, licenses, customers, challenge areas • Acted: Customer & Team focus – internal and external, communication • Assess: ROI- Maintenance renewals, product sales, customer satisfaction
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Metalogix Client Success Lifecycle
Customer Satisfaction & Commitment
RAPID DEPLOYMENT • Licenses • Software Download • Portal Access • Best Practices Guides
• Support Welcome Package
TRAINING
• Metalogix Academy
• Support Quick Takes
• Support Round Table
• Ongoing team member investment
LIVE 24 X 7 SUPPORT • Phone, Portal, Skype, Chat
• MSFT Certified Specialists
HEALTH CHECK
• 30-60-90 day health check
• Upsell Stimulation
• 1-1 Call with Metalogix Specialist
CONTINUOUS MARKETING
• Verify ROI • Net Promoter Score (NPS) • Success Story • Product Education
RECOGNITION
• Awards
• Speaking opportunities with SharePoint community & customers
RENEW • Account Management Team • Automated Tricks & Tips • Bundle Offers • Annual Health Check
Ease of Use
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Outcome
1. Improved Customer Satisfaction Product support surveys
2. Increased Maintenance Renewals
First quarter return Approximately 200 additional renewals
3. Increased Re-Occurring Sales
First quarter return Increased the number of products per customer by 5%
Embedding ‘Client Success’ into the process has: 1. Solidified the ‘TEAM’ commitment to our organization and our customers 2. Improved customer satisfaction continues to increase maintenance renewals 3. Increased products installed
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Support Workload Redefined
1065 1111
1441
1019
1184
1038
1193
1052
854 917
666
552
328 297 302 180
0 0 0 0 0 0 0 0 0
200
400
600
800
1000
1200
1400
1600
January February March April May June July August September October November December
2013 2014 2015 Cases:
Positive customer feedback – Win back and ROI Acquiring the NorthFace Award
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Summary
Ensure Customer Commitment from Day 1: 1. MEASURE and ANALYZE
• You Don’t Know What You Don’t Know
2. ACT: TEAM • Involvement from Day one • Listen, Plan and Act
3. ACT: Customer
• Outreach • Recovery
4. ASSESS: ROI • Future Sales • Renewals
Thanks for Your Participation
Fernando Bonaventura Global SPARC Technology Service
Center
Tel.: 781/442-1084
Dennis Fitzgerald VP Customer Satisfaction
Tel.: 847/887-7000
Anthony Daubenmerkl VP Global Client Support
Tel.: 202/688-3607
Requests for Information
Check for upcoming webcasts at
www.omegascoreboard.com/webcast.php
Bill Bradley
VP, Marketing & Business Development
Omega Management Group Corp.
Tel. 978/715-2587
