Select and Implement a Customer Service Management Solution
Hit a customer experience home run with a best-of-breed CSM.
Onsite Workshop
An unsuccessful CSM deployment drives dissatisfaction:
- Lack of stakeholder buy-in.
- Unrealistic expectations of how the CSM tool will perform.
- Not conducting a custom review of vendors based on your specific business requirements and organizational considerations.
- Improper change management that makes the tool’s integration into the live environment disruptive and riddled with incidents.
A successful CSM deployment drives satisfaction:
- Decreased average total time to resolution, which means customers have their inquiries resolved faster and agents have their time freed up.
- More effective access to customer-facing knowledge, allowing for better customer self-service.
- Improved customer satisfaction by providing customers with the service channels that they want to use.
- Ability to proactively serve customers, which addresses issues before they can become a problem.
Module 1: Launch Your CSM Selection Project
The Purpose
- Scope the project and plan resourcing.
- Conduct overview of the CSM market landscape, trends, and vendors.
- Conduct process mapping for selected customer service processes.
- Interview business stakeholders.
- Prioritize CSM functional requirements.
Key Benefits Achieved
- An approved project charter.
- Successful launch of the CSM selection project.
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Identify the business drivers for investing in CSM technology. |
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| 1.2 | Review your organization’s maturity as it relates to customer service. |
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| 1.3 | Plan how to avoid common project and organizational risks associated with this procurement project. |
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| 1.4 | Create a project plan for your CSM selection project. |
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Module 2: Analyze CSM Requirements and Shortlist Vendors
The Purpose
- Complete customer service process mapping with business stakeholders.
- Interview IT staff and project team; identify technical requirements for the CSM suite.
- Document high level solution requirements.
Key Benefits Achieved
- Identification of your organization’s relevant use-case scenarios.
- In-depth knowledge of vendors in the CSM market.
- Shortlist of vendors.
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Conduct high-level customer service process mapping. |
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| 2.2 | Interview business stakeholders and IT staff; identify functional and technical requirements. |
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| 2.3 | Leverage Info-Tech’s use-case scenarios. |
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| 2.4 | Review the CSM vendor landscape, vendor use-case performance, and vendor profiles and analysis. |
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Module 3: Plan Your Procurement Process
The Purpose
- Create your procurement strategy.
- Discuss evaluation results.
- Conduct a contract review.
Key Benefits Achieved
- Completion of a vendor evaluation of shortlisted vendors in the CSM market.
- Selection of a CSM solution.
- Successful completion of contract negotiation.
- Approval of the vendor solution and contract by the project’s oversight.
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Create solution requirements and the request for proposal (RFP). |
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| 3.2 | Evaluate proposals from vendors. |
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| 3.3 | Create demo script and conduct vendor demonstrations. |
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| 3.4 | Select vendor and review contract. |
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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.
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