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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

GloCARE

A Unified Customer Service Solution for Gloco

Team5®

Lillian Lee

Eric Miller

Gabriele Fariello

Mark Legere

GloCARE for Gloco by Team5


Equipment service and support esso

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


Team 5 solution proposal

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


Glocare1

GloCARE

GloCARE for Gloco by Team5


Business requirements

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


Technology tasks

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


Success metrics

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


Glocare

GloCARE for Gloco by Team5


Glocare

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


Deliverables

Deliverables

GloCARE for Gloco by Team5


Project planning

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


Operational readiness

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


Project plan

Project Plan

GloCARE for Gloco by Team5


Customer impact

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


Costs and justifications

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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