Date post: | 12-May-2015 |
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Canons Best Practices for Field Service: The New Face of Customer Satisfaction
Sponsored by
Today’s Presenters:
John RagsdaleVP, Technology ResearchTSIA
2
Brian WrageDirector, Technical Support & Technology Systems Canon USA
Sponsored by
Canons Best Practices for Field Service: The New Face of Customer Satisfaction
John Ragsdale
VP of Technology Research
Incident Costs Rising
Field Service Email Phone Web Portal Chat Self-Service $-
$200
$400
$600
$800
$1,000
$1,200
$1,011
$432
$246 $151
$32 $1
Fully Burdened Incident Cost by Channel
Source: TSIA 2012 Benchmark
How Knowledge Management Impacts Incident Costs
• Knowledge makes every tech an expert on any product• Access to knowledge impacts multiple core metrics:
– Increases first contact resolution– Reduces talk time– Reduces resolution time– Reduces training time
• Mobile tools put real-time content in thehands of field techs– Increasing first visit fix rate– Reducing time on site– Boosting appointments per shift
Increases customer satisfaction
Increases customer satisfaction
Higher FCR Equals Higher CSAT
Top F
CR Per
form
ers
Avera
ge F
CR Per
form
ers
Botto
m F
CR Per
form
ers
70.0%
80.0%
90.0%
100.0% 96.9%92.1%
81.1%
Average Satisfaction ScoreOwned Employees, Phone Interactions
Source: TSIA 2012 Benchmark Survey
Do you plan to invest in Knowledge Management in 2011-12?
Education Services
Field Service Professional Services
Support Services0%
10%
20%
30%
40%
50%
60%
45%50%
28%
50%
Source: TSIA 2011 Services Technology Survey
Biggest Challenges Facing KM Projects• Capturing information
– New problem/resolution scenarios must be captured as soon as they occur to cut resolution time on repeat issues
• Adoption– Employees must check the KB every time
and contribute every new problem
• Maintenance– Dedicated staff for content maintenance– Identifying stale and duplicate content– Rewriting articles titles to clarify content– Updating content with new releases
Revenue Generation: Mobile Enablement Driving Onsite Sales• TSIA data shows onsite upsell/cross-
sell effective nearly 100% of the time• Biggest barriers to revenue generation:
– Lack of soft skills and offer management training
• Linking offers to KB articles promotes use and keeps offers in context
– Inability to ‘close the deal’ onsite• Mobile offers signature capture,
wireless printing, credit card swipe
• Consumer leading the way, B2B slowly following
TSIA 2012 Services Technology Survey
• 7th annual survey tracking adoption, satisfaction and planned spending across 24 categories of technology and services– Includes CRM, incident management, intelligent search,
knowledge management, web collaboration, and more– Survey targets all service disciplines: support, field service,
professional services, education services– For the first time, the 2012 survey includes APAC and EMEA
• Link: https://survey.vovici.com/se.ashx?s=7E212C5912872E80
• Everyone who completes the survey will receive a copy of the resulting research via email in May
Moxie Confidential 11
Customer Service at Canon USA
Exceeding service level benchmarks and
productivity metrics
Effective information technology systems
Highly competent technical specialists
Director of Technical Support& Technology Systems
Imaging Systems Division
Canon USA
Moxie Confidential 12
Canon National Coverage Model
Moxie Confidential 13
Ecosystem Shift
Product Complexity
Product Profit
Moxie Confidential 14
Landscape Renewal
Com
plex
ity
Time
Today’s Presenters:
John RagsdaleVP, Technology ResearchTSIA
15
Brian WrageDirector, Technical Support & Technology Systems Canon USA
Sponsored by
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