how to elevate lifes, see 2016, brazil

How to elevated lifesHappy employees makes happy customers

Truth # 1Customer Experience is the NewRosetta Stone

…and we need to translate servicedelivery

Truth #2 –The way people work,and their expectations,are changing

Ramon van LeeuwenCCO, Evangelist

Our Ambition

“We want to be the most relevantservice management platform for

organizations world-wide, theirManaged Service Providers and suppliers”

OF SERVICE DESKS ARE ALREADY PLANNINGFOR SHARED SERVICE MANAGEMENT55% “Forrester recognizes TOPdesk as

an established ITSM SaaS Vendor,with solid Global SaaS Capabilities.”

Customer satisfaction survey

60 implementations per month

new$50M+

600

NPS : 35

Customers

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Key take aways

• Happy employees make happy customers

• The key in this is related to the service landscape

• Building the service landscape is based on three pillars

Happy employees make happy customersResearch & Trends

© 2016 Forrester Research, Inc. Reproduction Prohibited 11

Where employees work continues to shift


A typical work day for most of us…


Workforce enablement helps employees reach flow


Q: When you tried to solve your technologyproblem which of the following did you use?

Source: Forrester’s BT Devices & Security Workforce Q1 2015

Q: Generally when you are at work and havetechnology problems which of the following isthe first point of contact to help solve yourproblem.

1%

2%

42%

56%

Other

External source

Contact company helpdesk

Try to solve problemmyself

Enable Self-Help

64%

25%

18%

7%

10%

Knowledge management

IT Service request portal

Internal document sharing site (e.g.Sharepoint)

IT Service catalog

Other

Revenue ImpactOf IncreasingCustomerExperience IndexScore By1 Point

Source: Forrester’s Customer Experience Index Online Survey, US Consumers Q1 2015 Annual incremental revenue per customer**This analysis shows the effect on revenue potential of increasing CX Index scores by one point from the industry average CX score. Curves for individual brands differ from this industrycurve. For brands that don’t have a linear relationship between CX and revenue, the revenue effect of improving CX by one point will vary greatly depending on the CX score that serves asthe starting point for this analysis. †Number of customers represents number of customers of a big player in the industry based on inputs that include Forrester’s Consumer Technographics®,Forrester’s analysts, and publicly available industry data. ‡Excluding Apple due to the high difference in price points

Market drivers 2016-2020

· Customer Service Excellence Experience

· Shift Left

· Security & Privacy

· Digital Disruption

· Shared services

· SAAS & Continous Delivery

· Internet of Things

Market drivers IT

• IT is struggling how to enable their business workforce

• Different service management departments need to worktogether to stay efficient and effective

• Complex service management organizations needsimplification instead of complex tooling

• Most Service Management organizations share the sameproblems and need the same solutions

• Recession drives organizations to review their TCO ofcurrent solutions/ ways of working

Home grown• Email and Excel

Helpdesks*• Basis Incidents

and simplefeatures

Service Desk*• ITIL processes• Selfservice• Mobile• External reporting

Outside ITITSM• Full ITSM suite• FO support shell

for IT + HR

Shared ServiceManagement*• Customer Centric• Shared Enterprise• Multi-tennancy• FO+BO support for

all departments• Full ITSM, CAFM and

eHRM suite• Integrated reporting• Single point of

integration

End

use

rTe

chn

icia

n

CX F

ocu

s

Business FocusCustomer Services

Evolution of SM tooling

TOPdesk Enterprise

BMC RemedyServiceNowCherwellIBM Maximo

ManageEngineAxiosHP SACA SDVSMZendesk

JiraSysaidFreshdesk

* Also include specifications from preceeding maturity phases

Technical

Service Excellence Trends

Customer Centric

“Are you really Customer Centric?”

• SLA or XLA?

• Seamless Experience

• Empower the customer

Service Chain

“The End of Possession”

• Demand service, not a device

• Make the chain transparent

• Orchestrate the experience

Cos

ts

Average time spend

Customer 1e Tier 2e Tier 3e Tier

Shift resolvingpower to thefront office

Shift resolving powerto the 2nd Tier

Shift self resolvingpower to the uservia the SSP

Optimize useof the SelfService Portal $$$$$$$$$

But most of all

The future proof service providerManaging the service landscape

Customer Satisfaction Succes

TOPdesk DNA

6 design principles

SSM SIMS&S

Better Business Outcomes

WFE

CSS

· Work Force Enablement

· Better Business Outcomes

· Three pillars of WFE

· Design Principals

· TOPdesk DNA

· Implemenataion

Best Practice Implementation

Service Landscape

Supporting departments

Service landscapeCustomer

Supplier

Service landscape

IT & IM

Customer

Supplier & Systems

e-HRMFacilities

Informative processes

Reactive processes

Proactive processesSupp

orti

ng

depa

rtm

ents

IT & IM Facilities

Supp

orti

ng

depa

rtm

ents

Customer Customer Customer

Self-service

Supplier Systems Supplier

Control Contract managementSupplier management Links

e-HRM

Customersatisfaction

Service catalogue SLM

Informativeprocesses

Reactive processes

Proactive processes


Reactive processes

Proactive processes


Reactive processes

Proactive processes

IT & IM Facilities

Supp

orti

ng

depa

rtm

ents

Customer Customer Customer

Self-service

Supplier Systems Supplier

Control Contract managementSupplier management Links

e-HRM

Customersatisfaction

Service catalogue SLM

Managing the service landscape3 pillars of success

Three pillars of WFE

SSM SIMS&S

Better Business Outcomes

WFE

CSS

· Standard & Simple

· Shared ServiceManagement

· Service Integration andmanagement

Service Landscape

Vision· Standard & Simple

We believe the future is in software that is incredibly easy to use andimplement.

· Shared Service ManagementWe believe the end-user will expect all services to co-operate seamlessly.

· Service Chain IntegrationWe believe service delivery isn’t confined to the walls of your organization.

· The End of PossessionWe believe SaaS is the future

SAA

S SAA

S

Supporting departments

Service landscape & our 3 pillarsCustomer

Supplier

Service Integration and Management

Shared Service Management

Standard & Simpel

Fundamental different

Customer Centric Infra Centric

Rooms

Assets

Infra-structure

Locations

Major competition

vs

Standard & Simple

Play or Build

Shared Service Management

IT & IM eHRMFM / RE

Supp

orti

ng

depa

rtm

ents

Leverancier Leverancier Leverancier

Service Integration Management

Service IntegrationCustomer

Partners Systems Partners

Better Business OutcomesThrough

+ Wide range of Business Solutions

+ Replaces 10-15 applicatons on average

+ One Enterprise Self Selfservice Portal

+ Single Source of record

+ One integrated workflow engine

+ Shared Service across the Enterprise

+ Single source of integration

+ SAAS decreases operational costs

TOPdesk 6 Themes

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Key take aways

• The 3 Pillars are the fundament of the Service Landscape

• Service Landscape lead to happy employees

• Happy employees make happy customers

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