Develop an IT Strategy to Support Customer Service
IT can help pave the way for a Customer Service transformation.
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Common challenges include:
- IT's inaction can result in negative-trending brand value and customer fallout.
- IT is labeled as a firefighting organization with no strategic value to the company.
- IT’s ongoing lack of ability to support advanced Customer Service technology initiatives will push Customer Service to make IT-independent decisions.
Outcome of this workshop:
- Understand from a process-oriented approach where IT and IT assets’ involvement is in the Customer Service function.
- Leverage this analysis and information to seek opportunities for collaborative improvement of the Customer Service function.
- Taking on the initiative of establishing the right Customer Service supporting IT systems today can reduce the potential technical debt and unnecessary ad hoc investments in the future.
- IT will be viewed as a strategic partner and innovator rather than a marginalized cost center and support function.
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Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.
Book NowModule 1: Define Vision for Future State
The Purpose
- Discuss Customer Service-related organizational goals and align goals with potential strategies for implementation.
- Score level 5 Customer Service business processes against organizational goals to come up with a shortlist for modeling.
- Create a future state model for one of the shortlisted business processes.
- Draft the requirements as they relate to the business process.
Key Benefits Achieved
- Preliminary list of Customer Service-related business goals
- List of Customer Service business processes (Task Level 5)
- Pre-selected Customer Service business process for modeling
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Outline and prioritize your customer goals and link their relevance and value to your Customer Service processes with the Customer Service Business Process Shortlisting Tool. |
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| 1.2 | Score customer service business processes against organizational goals with the Customer Service Systems Strategy Tool. |
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Module 2: Document Current State and Assess Gaps
The Purpose
- Create a current state model for the shortlisted business processes.
- Score the functionality and integration of current supporting applications.
- Revise future state model and business requirements.
Key Benefits Achieved
- Inventory of Customer Service supporting applications
- Inventory of related system interfaces
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Holistically assess multiple aspects of Customer Service-related IT assets with the Customer Service Systems Strategy Tool. |
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Module 3: Adopt an Architectural Posture
The Purpose
- Review the Customer Service systems health assessment results.
- Discuss options.
Key Benefits Achieved
- Completed Customer Service systems health assessment
- Application options
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Analyze CS Systems Strategy and review results with the Customer Service Systems Strategy Tool |
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Module 4: Frame Desired State and Develop Roadmap
The Purpose
- Draft a list of initiatives based on requirements.
- Score and prioritize the initiatives.
- Plot the initiatives on a roadmap.
Key Benefits Achieved
- Business/functional/non-functional requirements
| Activities: | Outputs: | |
|---|---|---|
| 4.1 | Help project and management stakeholders visualize the implementation of Customer Service IT initiatives with the Customer Service Initiative Scoring and Roadmap Tool. |
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