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Improving Customer Service. Solution Implementer Guide. Agenda. Recap Discussions to Date. Solution Guidance Phase 1 Phase 2 Phase 3. Customize the Capability Requirements. Next Steps. Engagement Approach. Solution areas. Business strategy. Horizontal. Industry. Audience.
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Improving Customer Service Solution Implementer Guide
Agenda Recap Discussions to Date • Solution Guidance • Phase 1 • Phase 2 • Phase 3 Customize the Capability Requirements Next Steps
Engagement Approach Solution areas Business strategy Horizontal Industry Audience Understand business needs and priorities Discuss range of potential solution capabilities Business executives Present relevant integrated capabilities Position the Integrated Capability approach IT executives Integrated Capability Analysis > Projects, architecture, products Architects IT pro/dev executives Solution road map
Ensure target business capabilities cover process improvement priorities Translate business capabilities into required infrastructure capabilities Assess current infrastructure maturity Determine gaps to target integrated capabilities Build a road map for integrating capabilities and implementing solutions Specify required platform architecture, technologies, and services Baseline the Microsoft platform road map Integrated Capability Analysis
Note to presenter: This is a template. Prune, add, and prioritize per BDM and TDM feedback. Ensure consistency with the “Business Discussion Guide” and the “Capability Discussion Guide”. Integrated Capability Support for Priority Business Capabilities
Note to presenter: This is a template. Prune, add, and prioritize per BDM and TDM feedback. Ensure consistency with the “Business Discussion Guide” and the “Capability Discussion Guide”. Integrated Capability Support for Priority Business Capabilities
Note to presenter: This is a template. Prune, add, and prioritize per BDM and TDM feedback. Ensure consistency with the “Business Discussion Guide” and the “Capability Discussion Guide”. Integrated Capability Support for Priority Business Capabilities
Note to presenter: This is a template. Prune, add, and prioritize per BDM and TDM feedback. Ensure consistency with the “Business Discussion Guide” and the “Capability Discussion Guide”. Integrated Capability Support for Priority Business Capabilities
Note to presenter: This is a template. Prune, add, and prioritize per BDM and TDM feedback. Ensure consistency with the “Business Discussion Guide” and the “Capability Discussion Guide”. Integrated Capability Support for Priority Business Capabilities
Agenda Recap Discussions to Date • Solution Guidance • Phase 1 • Phase 2 • Phase 3 Customize the Capability Requirements Next Steps
Sophistication of the Solution TRANSFORM FROM A COST CENTER TO A PROFIT CENTER Phase 1 Provides basic support for the most critical elements of the business driver INCREASE UP-SELL AND CROSS-SELL VOLUME REDUCE ATTRITION AND TRAINING COSTS Phase 2 Provides adequate, typical support for critical and priority elements of the business driver IMPROVE MULTI-CHANNEL CUSTOMER EXPERIENCE IMPROVE AGENT PRODUCTIVITY AND EFFECTIVENESS Phase 3 Provides thorough, streamlined support for the business driver that enable differentiated levels of performance
Solution Guidance PHASE DEFINITION PHASE DEFINITION MAPPING MAPPING CONCEPTUAL ARCHITECTURE CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE LOGICAL ARCHITECTURE TECHNOLOGIES TECHNOLOGIES Phase Definition For each business driver, list the business challenges, solution features, and business benefits for this solution phase. Use this information and the “Support for Priority Business Capabilities” slides to structure the conversation with IT professional(s) for capturing, refining, and baselining business problems and solution functionality priorities. • Mapping • The Optimization mapping indicates the maturity level required for each capability of the solution to fully support the features specified in this solution phase. Use the mapping as a starting point to determine appropriate maturity levels for the solution. After mapping the solution, assess the gap between the current and desired infrastructure to: • Understand the scope and sequencing of work required • Organize a deployment road map Technologies Use the results of the Optimization mapping to determine the technologies required for the features and supporting capabilities specified in this solution phase. Conceptual Architecture Use this high-level, use case diagram to provide the “black box” definition of this solution phase. Customize to your solution definition during the integrated capability analysis. Logical Architecture Use this logical, component-level architecture view to show all software components and how they interact to support this solution phase. Tailor to fit your particular solution definition during the integrated capability analysis. Note: Physical architecture is covered in the Architecture Guide also used during the integrated capability analysis.
Agenda Recap Discussions to Date • Solution Guidance • Phase 1 • Phase 2 • Phase 3 Customize the Capability Requirements Next Steps
Phase 1 PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 1 (continued) PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 1: Core IO PHASE DEFINITION MAPPING CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 1: BPIO PHASE DEFINITION MAPPING CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 1: APO PHASE DEFINITION MAPPING CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 1: Core IO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 1: BPIO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 1: APO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 1Category Products PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 1 PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 1 PHASE DEFINITION LOGICAL ARCHITECTURE CONCEPTUAL ARCHITECTURE MAPPING TECHNOLOGIES
Agenda Recap Discussions to Date • Solution Guidance • Phase 1 • Phase 2 • Phase 3 Customize the Capability Requirements Next Steps
Phase 2 PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 2(continued) PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 2: Core IO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 2: BPIO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 2: APO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 2: Core IO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 2: BPIO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 2: APO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 2Category Products PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 2 CONCEPTUAL ARCHITECTURE PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 2 LOGICAL ARCHITECTURE PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Agenda Recap Discussions to Date • Solution Guidance • Phase 1 • Phase 2 • Phase 3 Customize the Capability Requirements Next Steps
Phase 3 PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 3 (continued) PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 3 (continued) PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 3: Core IO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 3: BPIO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 3: APO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 3: Core IO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE TECHNOLOGIES MAPPING
Phase 3: BPIO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE TECHNOLOGIES MAPPING
Phase 3: APO PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE TECHNOLOGIES MAPPING
Phase 3Category Products PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE TECHNOLOGIES MAPPING
Phase 3 PHASE DEFINITION LOGICAL ARCHITECTURE CONCEPTUAL ARCHITECTURE MAPPING TECHNOLOGIES
Phase 3 PHASE DEFINITION CONCEPTUAL ARCHITECTURE LOGICAL ARCHITECTURE MAPPING TECHNOLOGIES
Agenda Recap Discussions to Date • Solution Guidance • Phase 1 • Phase 2 • Phase 3 Customize the Capability Requirements Next Steps