innovate with the 3 i’s of customer service excellence
DESCRIPTION
With 88% of all organizations delivering a multi-channel service experience, the differentiating factor will now be in the quality of those interactions. How can customer service professionals step up their game? See SAP's Hansen Lieu's presentation from a recent CRM Magazine webcast.TRANSCRIPT
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 1Internal
Use this title slide only with an image
Innovate with the 3 I’s of Customer Service Excellence
Hansen LieuSAP Cloud Marketing
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2Internal
THE WORLD OF CUSTOMER SERVICE HAS CHANGED
HAVE GREATER CHOICE
ARE MORE OPEN TO CHANGE
ARE MORE EMPOWERED
TODAY’S CUSTOMERS
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 3Internal
THEY EXPECT COMPANIES TO:
Be more proactive
Be better informed than they are
Be one step ahead of them
Be present where they are
CUSTOMERS HAVE MORE CHOICES THAN EVER, SO THEIR EXPECTATIONS HAVE GONE UP
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 4Internal
SOURCE - CUSTOMER MANAGEMENT IQ EXECUTIVE REPORT
WITH 88% OF ALL ORGANIZATIONS DELIVERING A MULTI-CHANNEL SERVICE EXPERIENCE, THE DIFFERENTIATING FACTOR WILL NOW BE IN THE QUALITY OF THOSE INTERACTIONS.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 5Internal 5© 2014 SAP AG or an SAP affiliate company. All rights reserved.
- Nelson Boswell
Here is a simple but
powerful rule: always
give people more than
what they expect to
get.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 6Internal
INCORPORATE SYSTEM INNOVATIONS TO DELIVER A HIGHER QUALITYOF SERVICEDeeper customer INSIGHTS
INTERGRATION across channel and enterprise solutions
More personalized INTERACTIONS
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 7Internal 7© 2014 SAP AG or an SAP affiliate company. All rights reserved.
CUSTOMER INSIGHT
CONNECT THE DOTS
Who is the customer?
Past service interactions across any channel
Prior purchases
Customer life time value
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 8Internal
ENTERPRISE INTEGRATION
LEVERAGE THE ENTERPRISE
Complete and consistent data and processes across solutions
Collaborate to solve customer problems
Omni-channel customer service
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 9Internal
PERSONALIZED INTERACTION
DELIVER THE UNIQUE EXPERIENCE
Know the customer beyond service
Cater to customer preferences
Anticipate their needs and interests
Humanize the experience
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 10Internal
Customer INSIGHT
Enterprise INTEGRATIONS
Personalized INTERACTIONS
THE THREE I’S OF CUSTOMER SERVICE EXCELLENCE
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 11Internal 11© 2014 SAP AG or an SAP affiliate company. All rights reserved.
Feel free to connect with me at :
@hansentweets
http://www.linkedin.com/in/hansenlieu
THANK YOU!
Agent Assisted Service
SAP Cloud for Service SAP Business
Communications Management (BCM)
SAP JAM
Self-Service
SAP HANA Cloud Portal, Support site option
Social Customer Service
SAP Cloud for Social Engagement
SAP Social Media Analytics by Netbase
SAP JAM
CLOUD
SAP CRM Interaction Center
SAP CRM Service SAP Business
Communications Management (BCM)
ONPREMIS
Field Service Management
SAP Cloud for Service(mobile app included)
SAP Cloud for Social Engagement
SAP 3D Visual Enterprise
SAP CRM Service Manager mobile app
SAP Workforce Scheduling & Optimization by Clicksoftware
SAP Multi Resource Scheduling (MRS)
Visit SAP.com for more information on SAP Customer Service Solutions
http://www.sap.com/solution/lob/customer-svc.html