IT System Management As A Business Enabler
Amy DeMartine, Senior Analyst, Forrester Research
4/15/2015
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Agenda
› Customer Experience Is What The
Business Cares About
› Application To External Customer
› Application To Internal Customer
› Key Takeaways
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We have entered the “age of the
customer”
Source: October 10, 2013, “Competitive Strategy In The Age Of The Customer” Forrester report
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The age of the customer uber-trends
Customer
obsession
The mobile
mind shift
Age of the
Customer
Big data
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Digital
business
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Age of the customer business goals
Source: December 3, 2014, “What Makes Modern Service Delivery Modern?” , Forrester report
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Agenda
› Customer Experience Is What The
Business Cares About
› Application To External Customer
› Application To Internal Customer
› Key Takeaways
© 2015 Forrester Research, Inc. Reproduction Prohibited
7
Customers connect through software
Source: October 20, 2014, “The Software-Powered Business” , Forrester report
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Faster releases helps close the customer
expectation gap
Source: October 20, 2014, “The Software-Powered Business” , Forrester report
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Goal is continuous delivery
Source: February 2, 2015, “Gear Up For Modern Service Delivery”, Forrester report
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Automation Is A Blend Of Tools:
• Repetitive tasks
• Provisioning
• Testing
• Releases and updates
• Process automation
• Analytics
• Policy decisions
No one tool to rule the lifecycle
Source: February 2, 2015, “Gear Up For Modern Service Delivery”, Forrester report
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DevOps pros are drawn to open source
Source: December 3, 2014, “What Makes Modern Service Delivery Modern?” Forrester report
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A Few Notable Open Source DevOps
Tools…
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Fast and Accurate Is NOT a Paradox
• “Process = Bureaucracy” is a misconception
• Discipline becomes oppressive only if taken too far
• Good process enhances agility
• Automation further accelerates execution
Agenda
› Customer Experience Is What The
Business Cares About
› Application To External Customer
› Application To Internal Customer
› Key Takeaways
© 2015 Forrester Research, Inc. Reproduction Prohibited
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A company’s workforce satisfaction
directly correlates to positive customer
experience!
Source: May 7, 2013 “Measure Workforce Experience Through Engagement, Productivity, And Customer Impact”
Forrester report
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The current workplace
Source: July 14, 2014 “A Crisis Of Attention: Technology, Productivity, And Flow”, Forrester report
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The dream state workplace
Source: December 5, 2014 “Market Overview: Service App Stores”, Forrester report
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The resulting flow workplace
Source: July 14, 2014 “A Crisis Of Attention: Technology, Productivity, And Flow”, Forrester report
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What are the top trends in employee
service that I should pay attention to?
“I know how I want to deliver good
service but I don’t know how to
proceed.”
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Workforce enablement and the digital
workplace must be…
Source: December 16, 2014, Top customer Service Trends for 2015”, Forrester Report
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People interact over a range of
communication channels
PAIN FREE
PROACTIVE
PERSONALI
ZED
PRODUCTIV
E
Source: March 11, 2013 “Understand Communication Channel Needs To Craft Your Customer Service Strategy”, Forrester report
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Employees want to interact with you
Prefer online
online
PAIN FREE
PROACTIVE
PERSONALI
ZED
PRODUCTIV
E
customer
service
Would rather
talk to an agent
over the phone
Source: March 11, 2013 “Understand Communication Channel Needs To Craft Your Customer Service Strategy”, Forrester report
© 2015 Forrester Research, Inc. Reproduction Prohibited
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Pick the channels that satisfy
PAIN FREE
PROACTIVE
PERSONALI
ZED
PRODUCTIV
E
Source: March 11, 2013, “Understand Communication Channel Needs To Craft Your Customer Service Strategy” Forrester report
© 2015 Forrester Research, Inc. Reproduction Prohibited
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Rely on outbound communications to
keep your employees in the loop
PAIN FREE
PROACTIVE
PERSONALI
ZED
PRODUCTIV
E
Source: February 7, 2012, “Update 2012: Proactive Outbound Notification Saves Money” Forrester report
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Many customer service organizations
focus on increasing efficiency
PAIN FREE
PROACTIVE
PERSONALI
ZED
PRODUCTIV
E
Source: February 2014 “Navigate The Future Of Customer Service In 2014”, Forrester report
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PAIN FREE
Empower agents with the right
information to service your employees
PERSONALI
ZED
PROACTIVE
PRODUCTIV
E
Agent Script
Incoming Email
KPIs
Customer
History
Inquiry
Details
© 2014
2015 Forrester Research, Inc. Reproduction Prohibited
Case
Details
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Example: Personalized, proactive
engagement
PAIN FREE
PROACTIVE
PERSONALI
ZED
PRODUCTIV
E
Source: November 20, 2013, “Anticipate Your Customer’s Next Move With Proactive Experiences” Forrester report
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Focus on people, process and
technology to move the needle
Source: January 22, 2015, “CRM Success Factors: Strategy, Process, Technology and People”, Forrester Report
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Success Story: CAME Group
› Founded in 1972 in Italy, building automation manufacturer CAME
Group nowadays operates in 118 countries.
› IT was considered not strategic and every company of the group had
its own local independent IT department; no shared services
› Introduced NetEye for IT System Management and proactive
monitoring
› Centralized its Service Desk implementing IT Service Management
solution EriZone
› Results:
• TCO: Project Costs were amortized after 12 months.
• Thanks to the efficiency increase obtained by EriZone 1/3 of the
employees in the IT department dedicating their activities to internal
support processes were able to assume additional tasks in the area of
new IT projects
© 2015 Forrester Research, Inc. Reproduction Prohibited
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Agenda
› Customer Experience Is What The
Business Cares About
› Application To External Customer
› Application To Internal Customer
› Key Takeaways
© 2015 Forrester Research, Inc. Reproduction Prohibited
32
Key takeaways
› The age of the customer is here. We must
become customer obsessed – both internal and
external
› Focus on delivering fast, quality releases for
customers through automation
› Delight employees with the right support by
making it pain free, proactive, productive and
personalized.
© 2015 Forrester Research, Inc. Reproduction Prohibited
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Thank you
Amy DeMartine
+1 617.613.8906
[email protected]
@AmyDeMartine
forrester.com