Service Cloud: Using Knowledge-Centered Support (KCS) with Salesforce Knowledge
Greg Oxton, Consortium of Service innovation, Executive Director
Catherine Gabrieli, PTC, Senior Manager, Support Operation
Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2012. This documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Francois Lopitaux Director, product management
@flopitaux
www.linkedin.com/in/flopitaux
Knowledge management: more than just tools
Salesforce Knowledge is KCS verified !
Greg Oxton Consortium of Service Innovation Executive Director @gregoxton
Knowledge-Centered Support…
It’s a journey not a destination
Knowledge – What is it?
What is the definition of knowledge?
Knowledge is information upon which we can act…
Characteristics of Knowledge In thinking about our own knowledge… in our brains; How do we gain knowledge? We learn through interaction and experience
How confident are we in what we know? Do we have perfect knowledge about anything? We never stop learning, we will never have 100% complete and accurate
knowledge about anything How do we gain confidence in our knowledge? Through use and experience, our knowledge is not reviewed by “experts”
And yet, in spite of these dynamics and ambiguity our knowledge is extremely valuable
Body Parts?
Jot down all the body parts you can think of that are spelled with three
letters… “PG rated”
Exercise
3 Letter Body Parts – 19!
Arm Leg Eye Ear Hip Lip Gum Jaw Toe
Lid (eye) Cap (knee) Pit (arm, knee) Rib Gut Rod (eye) Sac (shoulder) Fat Bud (taste) Bum (UK only)
What about? Foot Knee Heel Tooth
KCS is a Risk Management System
Can we create a knowledge base…
That capitalizes on our collective experience and interactions…
And minimizes the risk, knowing knowledge is: Not 100% accurate
Not complete
Not static; it is constantly changing
Validated through use
And does not add minutes to resolution time!
Yes We Can! KCS is a methodology (not a technology). A set of principles, practices and processes that focuses on knowledge as a key asset
of support It aligns with the dynamics and ambiguity of knowledge KCS seeks to:
Create JIT content as a by-product of solving problems Evolve content based on demand and usage Develop a KB of our collective experience to-date Reward learning, collaboration, sharing and improving
KCS is most valuable in moderate to complex environments (> 5 min resolution times)
KCS Practices
Knowledge Article
Capture
Structure
Reuse
Improve
Solve Leadership & Communication
Performance Assessment
Process Integration
Content Health
Evolve
KCS Benefits Operational Efficiency
Increased efficiency in solving problems • Overall 30% to 60% improved time to resolve • Increased support capacity 20%-100%
Improved time to proficiency – months to weeks
Efficient and timely content to enable self-service
Increase in Support Analyst job satisfaction Less redundant work More confidence across broader set of products
Better products through root cause analysis
Improve Customer Experience/Loyalty AND Change the Ratio of Support Cost to Revenue
$
Total Revenue
Time
Projected Support Costs
Actual Support Costs
Additional Profit
So…What’s Different
KCS is first and foremost about people Process and technology are enablers
The premise – the best people to create and maintain knowledge are the people who use it everyday
KCS integrates knowledge management into incident resolution Context is as important as content The best time to capture/modify knowledge is in the moment of discovery/use
KCS Articles; a new kind of content, JIT and sufficient to solve Double loop processes – non-linear thinking based on complex adaptive systems (not a manufacturing/production line model) Measurement – assessing the creation of value (not activity)
KCS is not something we do in addition to solving customer issues…
KCS becomes the way we solve customer issues…
The Consortium for Service Innovation
www.serviceinnovation.org
Greg Oxton
+1.650.596.0772
Catherine Gabrieli PTC Senior Manager, Support Operation
All About PTC
Technology solutions that transform the way you create and service products
6,000 Employees
$M 1,170 Revenue
27,000+ customers
Main Products : Creo, Windchill Solutions
SFDC total licenses : 2100+ SFDC knowledge licenses : 525
Convenient Online Self Help Tools & Knowledge Subscriptions
7 x 24 Access to Certified Technical Support Engineers
Multi-Language Support
500 TS employees in 12+ locations
Global ISO 9001:2008 Quality Standards
Mission Critical Technical Support
© 2008 PTC
80% of customers rate their PTC Technical Support experience 4 or 5 on a scale of 1 to 5
Ann Arbor, MI
Shanghai
Blaine, MN Tokyo
Pune
Munich
Fleet
Aix
Needham, MA Rabat
Sindelfingen
Waterloo, Can
Why KCS ?
• Customer demand shifted from assisted service to self-service in the late 2000
• Emerging markets demand for globalized content
“How to share what we know, as quickly we can, with as many as possible”
KCS is an industry standard which enables : * Assisted Support quality * Self Service Success * Sustained capacity
KCS Implementation Project : the investment
• Worldwide team empowered
• 25 users identified for wave 1
• 5 user committees driving best practices
• Management Focus during two years
• 5 managers, 1 Director in the project team
• 300 engineers in three waves + their managers
• 1 coach for 8 agents
• Worked closely with Salesforce on knowledge platform
Jan-2011
Sep-2011
Jan-2012
Wave 1 25
Wave 2 100
Wave 3 175
Capture Knowledge: Optimized Flow
Flag Articles
• Use chatter to flag articles • Customization create object
“Article feedback” from chatter comment
KCS Benefits
Investment : ~ 10% of our workforce Time to create & update articles
Coaching KCS council
Knowledge manager
Benefits Time To Resolution on reused articles – decreased by 40%
Customer success on the web – Increased by 30% compared to baseline and still growing
Lessons Learned & Next Steps
Lessons learned Adoption required continuous efforts during 2 years
Performance monitoring is key (SQI, participation)
Coming Next : KCS council (just started) Knowledge domain experts processes
Improvements of the web site & search tool
Improvements of the knowledge base with ownership of articles
Francois Lopitaux Director, product management
@flopitaux
www.linkedin.com/in/flopitaux
More About Salesforce Knowledge
Tonight, Knowledge Happy Hour ; http://bit.ly/OXluaJ
• Wednesday:
• 12:30am – 1:30pm: Service Cloud: Service Transformation Through Knowledge-powered Self-Service
• 1:30pm – 2:30: Service Cloud Roadmap
• Thursday:
• 9 am-10 am: Service Cloud: Delivering Consistency Across Channels with Salesforce Knowledge
• 9:15am – 9:45am: Best Practice in Salesforce Knowledge Management
Greg Oxton
Consortium for Service Innovation Executive Director
@gregoxton
Catherine Gabrieli
PTC Senior Manager, Support Ops
Francois Lopitaux
salesforce.com Director, Product management
@flopitaux
Visit the"Live Call Center