Select and Implement a Customer Service Management Solution
Hit a customer experience home run with a best-of-breed CSM.
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 This content is not maintained and may contain information or links that are out of date.An unsuccessful CSM deployment drives dissatisfaction: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.
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: 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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