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GloCARE

GloCARE. A Unified Customer Service Solution for Gloco Team5® Lillian Lee Eric Miller Gabriele Fariello Mark Legere. Equipment Service and Support (ESSO). 3 Divisional Siloes Consumer Product Practices Industrial Corporate Alignment 3 Service Organizations Already Streamlined

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GloCARE

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  1. GloCARE A Unified Customer Service Solution for Gloco Team5® Lillian Lee Eric Miller Gabriele Fariello Mark Legere GloCARE for Gloco by Team5
  2. Equipment Service and Support (ESSO) 3 Divisional Siloes Consumer Product Practices Industrial Corporate Alignment 3 Service Organizations Already Streamlined Sales, Finance, HR, IT Customer Service and Support Still Silo’d Costs and Teams are Growing Exponentially Quality is Suffering GloCARE for Gloco by Team5
  3. Team 5 Solution Proposal Gloco Standardizes on Service Cloud by Salesforce Team5 provides Service Cloud by Salesforce Develop, Test, and Deploy Manage Level 7 and support Gloco Team5 supports Reorganize Equipment Services & Support Org Process Flows Define Requirements Develop and Support Initial Data Load Provide System Support and Training Support User Awareness Efforts GloCARE for Gloco by Team5
  4. GloCARE GloCARE for Gloco by Team5
  5. Business Requirements Consolidate Divisions onto Single Solution Normalize Process around Capabilities (not Division) Restructure Personnel around New Processes Modernize Support Tools and Channels Add New Customer Touch Points Mobile, Browser, and Native Apps Self-Help Portals Social Media Access Customization and Extensibility Digitize Communications Centralize Reporting Capabilities Improve Efficiency and Quality GloCARE for Gloco by Team5
  6. Technology Tasks Consolidate Systems Prepare Legacy Systems Flash Cut Data Implement ONE Instance of Service Cloud Implement Service Cloud Build Core Infrastructure Customize and Configure Develop Social Media Interfaces Integrate Service Cloud with Back-Office Build Out Technical Teams Technical Services Supports Internal Teams Develops Standard Interfaces Professional Services Supports Large Customer Integrations GloCARE for Gloco by Team5
  7. Success Metrics Technology Repurpose 5 servers Increase Uptime 94.5% to 99 Business Reduce Customer Interactions by 5% Reduce CSS personnel costs by 8.5% Reduce Incident Resolution Time by 40% Increase Self-Help Volume by 15% GloCARE for Gloco by Team5
  8. GloCARE for Gloco by Team5
  9. Web Query Service Architecture Middleware Gateway Bridges Divisional Data Product Serial Number Contract Database Product Information Secure Infor + Salesforce Independent of ERP migration Minimally invasive Minimal hardware requirements Layer 7 Technologies GloCARE for Gloco by Team5
  10. Deliverables GloCARE for Gloco by Team5
  11. Project Planning Hardware & Data Recommend Redundant System Flash-Cut Approach Migrate Legacy Data to Service Cloud Non essential legacy object attributes and metadata mapped to “comments” Legacy systems taken off-line (on standby) immediately after go-live Backup Disaster Recovery Rollback GloCARE for Gloco by Team5
  12. Operational Readiness Reengineering and Reorganization Hardware Software Personnel Gloco Requirements Risks and Constraints Time & Costs Legacy Constraints Salesforce Service Level Agreement (SLA) Single Vendor Reliance Training 5 Train the Trainer Session Ongoing Training GloCARE for Gloco by Team5
  13. Project Plan GloCARE for Gloco by Team5
  14. Customer Impact Customer Impact Current Access Channels Unchanged Email, Telephone, IVR Convert Knowledge Base and Docs Preserve When Possible Some New URL’s New Channels Social Media Support Forums K-Base Existing URL’s Repurposed External Campaign Account Manager Outreach Sales Rep outreach Practice Website Updates Email campaign GloCARE for Gloco by Team5
  15. Costs and Justifications Business Justification Better work flow management Improved self-help capacity Social media reduces CS requirements and increases presence Consolidation 3 call centers onto a single communication center Reduced down time Cost Benefit Analysis Hardware reduction  +$87K Support reduction +$235K Licensing increase Salesforce license -$200K Reduce customer Interactions 5%, $700K Reduce CSR head count  6% +$1.2M Reduce management head count 32% +$1.93M Total +$3.25M GloCARE for Gloco by Team5
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