Optimizing Your Investment as Presented by Mike Zinne

Optimizing your Investment
Customer Care at RightNow
Mike Zinne
Director, NA Delivery
© 2008 RightNow Technologies, Inc.
Optimizing Your Investment
• Voice of the Customer
• Technical Support
• Tune ups
• Upgrade Services
• Services to optimize
Voice of the Customer Project
• Methodology developed by Frederich Reicheld
• “The one question you need to ask”
– Harvard Business Review
• RightNow has a company-wide net promoter scoring system to
ensure RightNow is exceeding customer expectations throughout
lifecycle
• Scores will be analyzed as a lifecycle, looking for drivers that
push scores up/down
• Ability for RightNow to proactively take action based on customer
interactions through specific involvement of senior management
First / Second Contact Resolution
Is your first
call your
only call?
• What used to be first contact is now
second
• Customers prefer to self serve when
they can
First
Contact
Resolution
• Analysis of knowledgebase
interactions used to tune
knowledgebase
• Investment here produces big
returns as incoming volume grows..
Proactive Incident Creation
Is support
proactive
or simply
reactive?
Proactive
Incident
Creation
Incident Quality Reviews
• Uses a second instance of RightNow Service
10-20% of all
incidents
reviewed by
Management
• Incidents that have been closed within 2-4
weeks
• Assigned randomly to support managers
Incident
Quality
Review
• Managers fill out surveys based on criteria
• What We Measure
–
–
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Spelling, punctuation and grammar – 30/200
Excessive clarification – 20/200
Accuracy of information – 20/200
Scope – 10/200
Professionalism – 10/200
Effort – 10/200
Working Content (Incident meta-data & process)
– 50/200
– Handoffs – 50/200
Satisfaction Survey
Every
customer
interaction
reviewed
Satisfaction
Survey with
Every
Interaction
Customer Success Index
Standard,
statistically
proven,
methodology?
Customer
Success
Index
• Dynamic Methodology
– Identifies key variables that directly impact the value of
your solution
– Real Time information
• Monitors Top Vital Signs
– Tune-Ups, Software Version, Site Traffic, Integrations
• Best Practices Scorecard
– Proven best practices from customer
experience and industry comparisons
RightNow “Tune-up”
• Review of your RightNow production environment to maximize your investment and
your customers’ experience
• Value of this service
– Cost savings though phone call and email reduction
– Increased self-service rates
– Quicker response time to customer inquiries
– Higher customer satisfaction
– Spam compliance review
– Email response optimization
– Enhanced email / web form appearance
– Increase return on marketing campaigns
– Improved click through results
– Streamlined processes to support sales team
– Higher end-user adoption/satisfaction
– Better understanding of data/report availability
“RightNow suggested many changes to our interface that had nothing to do with our
RightNow software. As we discovered after we made them, those suggestions
turned out to have a very powerful impact on the effectiveness of the site meeting
the needs of customers”
» 200% increase in answers viewed
» 60% decrease in questions submitted via web
» 97% self-service rate
-- Thule
Upgrade Services
• Why Upgrade?
– Stay Current!
– New Features and Enhancements
– Resolve Product Defects
What Upgrade Tools Are Available?
• Documentation! Customer Community/Library
–
–
–
–
SmartConversion Guide- this is the KEY to a successful upgrade!
System Requirements
New Features and Enhancements
HMS Guide
• Training! Customer Community/Education
– SmartConversion Guide Workshops
– Custom scope
• HMS – Hosting Management System
– Allows customers to manage their own upgrade
• UMS- Upgrade Management System
– Customer’s testing tool
Creating, Scheduling, and Testing
• Log into HMS:
– http://rightnow.custhelp.com
– MyStuff tab
– Upgrade Rightnow link
• HMS will walk through:
– Upgrade Version
– Production cut over date & time
– Once complete will create an upgrade test site
• Log onto your test site using your production login.
– Testing the Upgrade Test Site is mandatory prior to upgrading!
– The SmartConversion Guide has all the details
– UMS Checklist has been created to outline testing tasks
Located at rightnow.custhelp.com/MyStuff/Upgrade Checklist
• Mandatory tasks must be complete before the cutover
– Upgrade will push out one week (or to next available date)
• Tasks can be assigned
• Custom tasks can be created
• RightNow tasks can be created
Services to Optimize
© 2008 RightNow Technologies, Inc.
RightNow’s Customer Success Methodology
•
Produces rapid deployment and
rapid results
•
Continuously optimizes
solution over the long-term
•
Drives alignment of technology
& processes
•
Ensures high adoption rates &
full feature utilization
•
Delivers the consulting expertise
of 3000+ deployments
Optimizing Your Investment
• RightNow Community
• Education Services
• On Line Learning Center
• Outsourced Service Administration
• Technical Account Manager
RightNow Communities
The RightNow Communities provide RightNow customers with exclusive
access to tools and resources that will help them optimize their deployment
and deliver superior customer experiences.
Available Tools and Resources:
•
•
•
•
•
•
•
•
•
Discussion Forums
Support
Education & Training
Online Learning Center
Events
Library
Manuals & Documentation
Professional Services
Feedback
Education and Training
•Training options are easily
accessible for all customers
through the Education and
Training link
• Options include:
•Product Tutorials
•Online Training
•Regional Training
•Custom Training
Request
•Coming soon – Education
and Training Forum!
Online Learning Center
•Link is exposed to
customers who have
purchased a subscription
•Options include:
•Self Paced Tools
•Web Training
•Recorded Training
•Tools/Docs
•Customer are
encouraged to provide
feedback on content/ideas
for additional training
•New offering posted
each quarter
Outsourced Administration
For Service, Sales, and Marketing
•Outsource the Administration, Management and Monitoring of the RNT Solution
Benefits:
•
•
•
•
•
Clear ROI and Business Advantage
RNT Experts available to help you ASAP
Best practices from experience in your industry
Fast & Easy – just submit and we execute for you
Focus on your Business - not administration
When to Consider?
•
•
•
•
•
Control Overhead
Phased Implementation Plans
Limited Resources
Wearing Multiple Hats
High Demand on Admin Tasks
•
•
•
•
Turnover - New Administrator
Absences
Low CSI Healthcheck
Tune-Ups – High # Incidents
“Solution Admins” can cost $60 to $100 K/Year per
application (Gartner)
Technical Account Manager (TAM)
• Provide strategic delivery services
• Best practices
–
–
–
–
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Solution expansion planning
Product optimization
Customization and integration planning and suggestions
Product deployment planning
CRM Strategy
• Client Advocate within Customer Delivery Organization
• USC and Services Management for Delivery of Services
• Quarterly Business Reviews
• Serve as Voice of the Customer internally
• Escalation Management
• Long Term Relationship
Questions
Title
© 2008 RightNow Technologies, Inc.