1. GLOCO Customer Service and Support
MSSN Consulting
Michael Freel
Subrato Sensharma
Sagi Shechter
Nikolay Koumpikov

2. As-Is Customer Support

3. To-Be Customer Support

4. Business Requirements for Stakeholders
Customer:
Provide customers direct access to a web-based system to open tickets, carry out transactions with service desk agents, access knowledge base, and run reports
Allow high-level integration with customer applications and data repositories
Develop a global knowledge base to facilitate quicker incident resolution and empower customers
Provide means of using multiple channels of communication – on-line chat, voice, , direct transaction – and assimilate all information
Service Desk agent:
Provide Business Intelligence (i.e. Correlate multiple incidents involving a customer, multiple incidents with a single product, top 10 issues, etc.) to service desk agents and to other internal users.
Unified escalation and routing rules ensure seamless transitions and meeting of SLAs

5. Business Requirements for Stakeholders (cont.)
Enterprise users (Sales, Senior Executives):
Integrate with relevant Enterprise data repositories (Sales CRM, Customer’s systems, etc.) inside the organization to provide near real-time business situation update
ICT organization
Industry standard solution with minimum oversight for upkeep, maintenance, and feature enhancements
Ease of migration of existing ticketing repositories.

6. Success Factors Objective Current metric Expected metric
Bring more customer service into on-line channels
Customers do not have on-line access to GLOCO customer support
50% of GLOCO client businesses should be able to use or interface with GLOCO service desk system within 6 months of going live.
Integrate enterprise systems across the lines of business
Currently the ticketing databases are standalone.
100% of Sales, Distribution and Manufacturing systems should be able to access the Service desk data for their own use, within 6 months of going live.
Reduce number of calls from client businesses
GLOCO service agents currently handle 2000 daily calls from customers for various issues.
The daily number of calls should reduce to 1700 within 6 months, and to 1500 within 1 year of going live, thereby allowing reducing the customer agent number by 30%.
Consistent knowledge of customer and product issues
Currently customer history exists only in Sales database, and in management reports.
100% of GLOCO’s customers should be traceable on the CSS repository.
Unified reporting on customers and issues facing customers
Disparate reporting systems and repositories make it impossible to understand issues related with a customer
Management as well as authorized staff should be able to get 360 degrees view of customer service situations for 25% of customers within 6 months.

7. Business Benefits Benefit Expected metric
50% of GLOCO customers should be able to use or interface with GLOCO service desk system within 6 months of going live.
The ability for online interaction will increase the customer satisfaction by reducing the time to service the each request. In many cases, the customers will be able to find relevant information in the knowledge base, thus avoiding costly conversation with a customer service representative.
100% of Sales, Distribution and Manufacturing systems should be able to access the Service desk data for their own use, within 6 months of going live.
Making the customer support data available to the various departments will increase visibility of the recurring problems, as well as enable the sales department to address customer concerns proactively.
The daily number of calls should reduce to 1700 within 6 months, and to 1500 within 1 year of going live, thereby allowing reducing the customer agent number by 30%.
The reduction in phone service will reduce the number of customer service representatives. At 15 minutes per call on average, the reduction with 700 calls per day will lead to a reduction of the necessary support personnel with 22 people. This will lead to savings of over $1,000,000 per annum.
100% of GLOCO’s customers should be traceable on the CSS repository.
Client relationships will be better maintained if information is available regarding the customer support needs and experience. It will allow for informed sensitivity during the future sales cycles.

8. Delivering value to gloco
Business Requirements Drive the Technical Solution
Delivering value to gloco

9. Map Objectives to Solution
Business Requirements
Solution components
Bring more customer service into on-line channels
Reduce number of service calls from client businesses
Salesforce.com’s ServiceCloud out-of-box Customer Self-Service Portal provides
Customer Self-service web based User Interface,
Mobile computing integration,
Web Chat facility, and
integration.
Integrate enterprise systems across the lines of business
IBM Cast Iron data integration will provide data synchronization service from ERP systems to ServiceCloud.
Consistent knowledge of customer and product issues
ServiceCloud out-of-box CallCenter component provides systemwide access for Service Desk agents.
ServiceCloud out-of-box Knowledge base management aggregates issues and solutions for Service Desk agents.
Unified reporting on customers and issues facing customers
ServiceCloud out-of-box Reporting and analytics solution will leverage the ServiceCloud internal data of Service Desk, as well as imported data from CRM and other core application systems, to provide unified view of customer related issues.

10. Technical Solution

11. Integration Approach

12. Integrating GLOCO’s Siebel CRM with Salesforce.com
Proof-of-Concept
Integrating GLOCO’s Siebel CRM with Salesforce.com

13. Master Product Record in Siebel

14. Master Customer Record in Siebel

15. Cast Iron Maps and Transforms Data

16. Product Record in Salesforce.com

17. Customer Record in Salesforce.com

18. Customer Opens a Case

19. GLOCO Receives Case

20. Case Closed

21. Gather+Design+Develop=Results
A Proven Methodology
Gather+Design+Develop=Results

22. Gather Phase Inputs Activities Deliverables and Results
GLOCO’s Functional and technical requirements
GLOCO’s Current and future systems architecture
GLOCO’s current people, processes and technology
Establish the project scope, understand the business context and requirements
Identify the right solution for GLOCO
Identify key GLOCO contributors to project
Determine the conceptual solution architecture
Develop a preliminary schedule and resource plan
Obtain GLOCO sign-off
Statement of Work, consists of project scope, plan, preliminary schedule and conceptual architecture
Business Requirements
User Requirements
GLOCO is clear about the expected involvement of key stakeholders
Stakeholder Committee is formed

23. Design Phase Inputs Activities Deliverables and Results
GLOCO Technical requirements
Conceptual architecture
Project plan and preliminary schedule
Design the new processes for handling support incidents
Design the integration architecture
Design the integration processes
Identify external dependencies
Update the schedule
Prepare the test plan
Plan the development, testing, and production environments
Design look and fell of website
Integration architecture and design
Configuration and Customizations specifications
IT Service Specifications
Test plan
Service Operation Document
Updated schedule
GLOCO is clear about the expected involvement of key stakeholders

24. Development Phase Inputs Activities Deliverables and Results
Integration architecture and design
Test plan
Project plan and schedule
Sample data and use cases tested
Set up the development environment
Integration configuration
Unit and system testing
Plan the production infrastructure
Prepare the rollout plan including scripts for phone operators
Prepare the operations plan
Tested Cast Iron Integration Solution in QA and User Acceptance
Test Plan
Rollback Plan
Migration Plan
Risk Mitigation Plan
Communication Plan
Training Plan
Service Transition Plan
User Acceptance
Service Level Agreements with Salesforce.com and Cast Iron
GLOCO is clear about the expected involvement of key stakeholders

25. Results Phase Inputs Activities Deliverables and Results
Deployment plan
Operations plan
Set up the production Cast Iron Integration Solution and the production environment
TRAIN, TRAIN, TRAIN
Go live — promote the Cast Iron service and Salesforce.com site from QA into production
Transition to your operations support
Monitor and operate
Write up production Event document
User Guides
Service Operations Document
Service Knowledge Management Document
Production event
Business value achieved by the GLOCO and GLOCO’s customers
GLOCO is clear about the expected involvement of key stakeholders
Project Closeout Report

26. Project Timeline

27. Cost Benefit/ROI

28. Meeting Success Criteria
Objective
Expected metric
How it will be met
Client businesses submitting cases on-line
50% of GLOCO client businesses should be able to access the GLOCO service desk system via the Internet within 6 months of going live.
By provisioning customer accounts in Saleforce.com, and training customer agents to use the system.
Integrate enterprise systems across the lines of business
100% of Sales and Manufacturing department managers should be able to access the Service desk data for their own use, within 6 months of going live.
Departmental users will be trained, their reports developed for use, and main user accounts will be provisioned in Saleforce.com
Reduce number of phone calls for service related issues from clients
The daily number of calls should reduce to 1700 within 6 months, and to 1500 within 1 year of going live
On-line access to customers will reduce the need of phone calls for service related issues.
Consistent knowledge of customer and product issues
100% of GLOCO’s customers should be traceable on the CSS repository.
During migration, relevant Siebel CRM data will be integrated with Saleforce.com.
Unified reporting on customers and issues facing customers
Management as well as authorized staff should be able to get a 360-degree view of customer service situations for 25% of customers within 6 months.
Required reports will be developed leveraging CRM, Billing and Product data.

29. GLOCO Customer Service and Support Implementation Plans
Questions and Answers