Select and Implement a Customer Service Management Solution
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.
Confirmation of your organization’s fit and preparedness for investing in customer service management technology
1.2
Review your organization’s maturity as it relates to customer service.
Current readiness and recommendations for initiatives
1.3
Plan how to avoid common project and organizational risks associated with this procurement project.
A risk management plan
Identification of project resourcing requirements
1.4
Create a project plan for your CSM selection project.
An approved project plan for your CSM procurement project
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.
Completion of high-level process mapping
2.2
Interview business stakeholders and IT staff; identify functional and technical requirements.
Identification of CSM functional and technical requirements
2.3
Leverage Info-Tech’s use-case scenarios.
Identification of the use-case scenarios that match your organization with the right vendor
2.4
Review the CSM vendor landscape, vendor use-case performance, and vendor profiles and analysis.
Creation of a custom vendor shortlist and vendor profiles and scoring
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).
RFP to submit to vendors
3.2
Evaluate proposals from vendors.
Shortlist of interested vendors
3.3
Create demo script and conduct vendor demonstrations.
Vendor demo results
3.4
Select vendor and review contract.
Successful contract negotiation
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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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