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Simplifying Communications for the Customer Support Group

Simplifying Communications for the Customer Support Group. (Concurrency Corporation). Contents. Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps. 2. Executive Summary.

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Simplifying Communications for the Customer Support Group

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  1. Simplifying Communications for the Customer Support Group (Concurrency Corporation)

  2. Contents • Executive Summary • Current State Analysis • Future State Analysis • Adoption & Implementation Planning • Next Steps 2

  3. Executive Summary • Your Customer Support Group currently faces a number of challenges related to merging call centers following a recent acquisition: • The acquired call center uses outdated processes and technology to manage support calls • Tier 1 call center staff cannot locate information or subject matter experts (SMEs), which results in high frequency of escalation • The call center staff cannot coordinate ad-hoc meetings to resolve support issues in real time • Excessive case resolution time • Heavy reliance on email to resolve issues • Lack of visibility into call center performance: no way to track support issues through resolution to improve performance • Security and compliance vulnerabilities: no way to audit support cases to ensure security of sensitive customer data • The net result is lost sales due to customer dissatisfaction 3

  4. Engagement Participants 4

  5. Executive Summary • Concurrency proposes expanding upon your current Office System 2010, Office Communication Server 2007 R2, and Exchange Server 2010 deployment to bring advanced presence, Instant Messaging and Conferencing capabilities, and support audit and compliance capabilities to the acquired call center • The solution will require minimal investment and minimal changes to the existing communication infrastructure • Implementing the proposed solution will provide you with: • Faster customer problem resolution (from days to minutes) • Reduce internal email and telephone calls (IM substitutes) • Improved knowledge sharing via ad-hoc IM and conferencing • Faster response to customer queries resulting in improvements in customer satisfaction • Improved perception of Tier 1 support by customer • Reduction in Tier 2 and Tier 3 case load by 50% 5

  6. Executive Summary 6

  7. Contents • Executive Summary • Current State Analysis • Future State Analysis • Adoption & Implementation Planning • Next Steps 7

  8. Current State Process Analysis Simplifying Communication – Current State Analysis Summary 8

  9. Current State Process Diagram 9

  10. Current State Process Diagram 10

  11. Current State Process Diagram 11

  12. Contents • Executive Summary • Current State Analysis • Future State Analysis • Adoption & Implementation Planning • Next Steps 12

  13. Future State Process Analysis Routing Communications Process Phases – Analysis Summary 13

  14. Prioritized Process Solutions High 5 Deploy Office Communication Server 2007 R2 & Exchange Server 2010 telephony to acquired call center (Office Communications Server 2007 R2, Exchange Server 2010) Enable IM with presence awareness and Subject Matter Expert groups (Office Communication Server 2007 R2) Level Of Complexity 3 Enable ad-hoc voice, video and Live Meeting conferencing, unified messaging for real-time problem resolution (Office Communication Server 2007 R2) Integrate case management solution with Exchange and Outlook (Exchange Server 2010) Low 1 5 1 3 High Low Value to Business 14

  15. Future State Process Diagram

  16. Anticipated Benefits - Process 16

  17. Contents • Executive Summary • Current State Analysis • Future State Analysis • Adoption & Implementation Planning • Next Steps 17

  18. Adoption & Implementation Planning Summary 18

  19. Potential Adoption Roadblocks 19

  20. Adoption Roadblock Mitigation Actions by Stakeholder 20

  21. Contents • Executive Summary • Current State Analysis • Future State Analysis • Adoption & Implementation Planning • Next Steps 21

  22. Next Steps • Review presentation and proposal with decision maker(s) and stakeholders for approval • Consider an Exchange Deployment Planning Services (EDPS) follow-up engagement • Execute work order for project • Schedule kick off meeting for week of _____ and weekly status meetings • Propose schedule: • A) Deadlines for initial milestones, or • B) Date to finalize initial milestones 22

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