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.

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Module 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.
  • Initial position on viable Customer Service strategies
  • Shortlist of key business processes
1.2 Score customer service business processes against organizational goals with the Customer Service Systems Strategy Tool.
  • Documented future state business process model
  • Business/functional/non-functional requirements

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.
  • Documented current state business process model
  • Customer Service systems health assessment

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
  • Posture on system architecture

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.
  • Scored and prioritized list of initiatives
  • Customer Service implementation roadmap
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