Develop an IT Strategy to Support Customer Service
IT can help pave the way for a Customer Service transformation.
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.Common challenges include: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.
Book Your Workshop
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.
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. |
|
| 1.2 | Score customer service business processes against organizational goals with the Customer Service Systems Strategy Tool. |
|
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. |
|
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 |
|
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. |
|